Airbnb, Inc.

November 20,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We have reviewed the facts related to the case number and considered the proposed resolution
In accordance with our privacy policy, I reached out directly to the complainant today to address their concerns
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors
Sincerely,
***
Airbnb

Thank you for reaching out about your experience with AirbnbRest assured that we are looking into this matterWhile we investigate, please know that may take up to a month or more to hear from us regarding your complaintIn the meantime, this case will still be open and you can always reach me
by replying directly to this emailI will follow up with you as soon as I have an updateThank you for your ongoing patience

Initial Business Response /* (1000, 7, 2016/01/28) */
January 28th,
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case # XXXXXXXX
Dear Ms***,
Cordial greetings
We have reviewed the facts
related to the case number XXXXXXXX and considered the proposed resolution
In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address her concerns
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors
Sincerely,
***
Airbnb
Initial Consumer Rebuttal /* (2000, 9, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company issued me a coupon for virtually all of the extra funds I spent to obtain a new reservation

Complaint: ***I am rejecting this response because:
Airbnb is not resolving this issue for me and is not honoring its own Terms of Service and Guest Refund Policy, both of which are attached, which were in affect at the time of my reservation Airbnb had no right to force me to vacate the home at which I was staying, make me move at my own expense, and not reimburse me in full I incurred additional moving and lodging expenses of $of which Airbnb reimbursed me only $ I still seek additional reimbursement of $which I am entitled to under Airbnb's own policies
Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

January 21,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We have reviewed the facts related to the case number and considered the proposed resolution
In accordance with our privacy policy, an
Airbnb representative is following up with the complainant directly to address their concerns
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors
***
Airbnb

Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We appreciate the time you’ve taken to share your concerns with our team and are sorry to hear that the complainant is disappointed in our response
We regret any inconvenience that this process may have causedHowever, we have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***
Airbnb

*arch 7,
Revdex.com Inc
*** *** *** ***
Oakland, CA
Re: Case # ***
We have reviewed the facts related to the case nu*ber *** and considered the proposed resolution
In accordance with our privacy
policy, an Airbnb representative is following up with the co*plainant directly to address their concerns
We regret any inconvenience that this process *ay have caused the co*plainant and we wish the* the best in all their endeavors
Sincerely,
***
Airbnb

Since the time of the complainant’s rebuttal, we have addressed the complainant’s concerns to the email address on file for the applicable profile, and resolved this matter as of Feb 2, 2018.
We regret any inconvenience that this process may have caused and we wish the complainant
the best in her future endeavors
Sincerely,
***
Airbnb

Complaint: ***I am rejecting this response because: Airbnb, to my knowledge, has not resolved the issue and has not returned the money taken through my credit card company. Here is the message they sent me yesterday:
"Hi ***,
When you submit a reservation request, depending on your method of payment, we may authorize (but do not charge) the full amount of the reservationWe do this to ensure the funds are available if we complete the paymentIf the host declines the reservation request or if the request expires, we void the authorizationWhile this happens instantly on our end, it may take some time for your bank to reflect this on your statement
Learn more about payment authorizations in our Help Center:***
In the future, I encourage you to message the host to discuss the details of your potential stay before submitting any reservation requestsThis way, you can book with confidence knowing the host of your choice has availability and will accept your request when submitted
Learn more about contacting hosts in our Help Center: ***
This message appears to blame me for their error. I sent an email response to this message and received a second email from Airbnb and it states:
"Hi ***,
Thanks for the response
In working with my product team, it appears there we are aware of this issue and that the refund will be processed as soon as possible
We are working expeditiously to resolve this issue and you should see your refund very, very soon
Feel free to keep in touch with me this week
Your patience has been much appreciated."
Once Airbnb ACTUALLY returns the money through my Citi credit card the issue will be resolved - not before.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Once again the business fails to acknowledge and take any responsibility for not observing its own terms and conditions - specifically the guest refund policy - which were in affect at the time of my making the reservation
It is engaging in dishonest business practices and misleading consumers I still seek reimbursement for the expenses that I incurred as a result of Airbnb's actions which did not follow its own terms and conditions
Sincerely,*** ***

We are sorry to hear that the complainant is disappointed in our response
We regret any inconvenience that this process may have caused
We wish the complainant the best in her future endeavors
Sincerely,
***
Airbnb

We appreciate the time you’ve taken to share your concerns with our team and are sorry to hear that the complainant is disappointed in our response
However, we have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
Airbnb

Since the time of the complainant’s rebuttal, we have addressed the complainant’s concerns to the e***l address on file for the applicable profile, and resolved this matter as of March 31,
We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors
Sincerely,
***
Airbnb

March 9th, 2016*** ***Dispute Resolution SpecialistRevdex.com Inc.*** *** *** ***Oakland, CA 94607Re: Case # ***Dear Ms***,Cordial greetings.We have reviewed the facts related to the case number *** and considered the proposed resolution.In accordance
with our privacy policy, an Airbnb representative is following up with the complainant directly to address her concernsWe regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors.Sincerely,*** **Airbnb

Greetings,
Airbnb has a case manager on this issue and is working as diligent as possible to come to a resolve
We appreciate your patience on this matter and please rest assured that you will hear from someone on this issue again soon
Best,
***
Airbnb

Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We appreciate the time you’ve taken to share your concerns with our team and are sorry to hear that the complainant is disappointed in our response
On April 6, Airbnb sent the following to the guest:
“Hi ***,
Thank you for reaching out to us about your canceled reservation in Palm Beach ShoresWe've notified your host regarding your request for a refundI'm sorry that they haven't been back in touch with you
Since refunds outside of a host's cancellation policy require the host's approval, please feel free to utilize the Airbnb messaging feature, as well as the Resolution Center, to continue to attempt to reach your host regarding your request
In the event that they don't respond, however, unfortunately Airbnb won't be able to refund the amount you requested as the cancellation policy was something agreed upon when confirming the reservation, and further refunds are at the host's discretion.”
We have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***
Airbnb

December 29,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We have reviewed the facts related to the case number and considered the proposed resolution
In accordance with our privacy policy, an
Airbnb representative is following up with the complainant directly to address their concerns
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.***
Airbnb

November 7,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We have reviewed the facts related to the case number and considered the proposed resolution
In accordance with our privacy policy, I
reached out directly to the complainant today to address their concerns
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors
Sincerely,
***
Airbnb