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

Dear *** Please see below for one of the email exchange between me and AirbnbThe second one will followBest regards *** *** *** *** Begin forwarded message: From: *** *** Date: desember klCET To: *** Subject: Re: Airbnb: Revdex.com Complaint FollDear *** Thank you for your responseWe seem to be going in circlesI repeat, I did not confirm the bookingIt was a mere request for information about the datesTherefore there has never been a contract for Airbnb to take the paymentPerhaps Airbnb should update and fix the bugs in the mobile app as it looks like a technical problemAs for the payment, since there has not been a confirmation for booking, the payment should not have been takenFurthermore, if you really have reviewed my account, you should be able to see that the default payment card has been a different card, not the one ending in In addition, the default payment currency has been set in GBP, not NOKI am looking to Airbnb to refund the difference as soon as possiblePlease note that I do not accept any voucher as a form of compensation or refundA copy of this reply will be forwarded to Revdex.comI await your responseYours sincerely *** *** *** *** On des2016, at 22.08, *** wrote: Airbnb Customer Experience ________________________________________ Evan, Dec 20, 15:CST: Hello *** ***, I'd like to offer some additional clarification regarding our currency optionsThe currency in which you will be charged is listed during the booking process before you submit your reservation requestWhile filling out your payment details, you were asked to select the country in which your payment method is located, which populated the field where you entered your credit card detailsThis field also contained the total amount and currency to be chargedAirbnb does not have a way we could have just charged a cardUsers chose the account upon bookingAgain, I have carefully reviewed your account and our records show that reservation *** was confirmed after the host sent a pre-approvalThe payment method chosen was VISA ending in ***Please kindly note that selecting a default payment method means that it will be the first one on the listIt will still need your consent to select it as the one to use to pay for a specific reservation*** ***, you can view Airbnb listings in many currencies, but this won’t affect what currency you’ll be asked to pay inWe only support a certain number of booking currencies, and currency options differ by country and payment methodPlease be sure to review the details on the checkout pageThe currency you'll be charged in will be shown before you book, right after you select a country and a payment methodIf you’d like, we have a help article on the topic: *** Since refunds are processed in the same currency as the original payment, the refund was sent in Norwegian KroneI appreciate the time spent on this matterEnjoy your holidays, *** *** THIS EMAIL IS A SERVICE FROM AIRBNB CUSTOMER EXPERIENCETHIS EMAIL IS A SERVICE FROM AIRBNB CUSTOMER EXPERIENCEFor more information visit our Help Center [***]
Dear *** As you can see in the Airbnb's response that they wish to close this matter without understanding the situation in fullI am very disappointed because I feel that Airbnb is trying to brush me offI do not agree with Airbnb that this matter is closedBest regards *** *** *** *** Begin forwarded message: From: *** *** Date: desember klCET To: *** Subject: Re: Airbnb: Revdex.com Complaint FollDear *** I do not agree with your findingIf you had properly reviewed my account, you should have seen that I did use the 'contact the host' function to check the availabilitiesThe host responded with a positive answer, and then I replied by asking about other datesBy then there was already a confirmation of bookingThere was obviously a technical problem within airbnb's appFurthermore, as mentioned in several messages to Airbnb, the payment was taken without my authorisation and from a non-default card with non-default currencyAirbnb has no right to take the paymentTherefore the refund should be made in full to match what has been taken out, that is to pay the difference between what Airbnb has taken and paid backI hope this makes you understand the situation better, as it appears that you do not have the history of the matterPlease note that I do not accept any voucher as a refund or compensationA copy of this message will be forwarded to the Revdex.com for their recordI await your responseYours sincerely *** *** *** *** On des2016, at 01.14, *** wrote: Airbnb Customer Experience ________________________________________ Evan, Dec 20, 18:CST: Hi *** ***, I represent the Revdex.com case on this matter and consider this case closedUsing the 'Request to Book' button submits a reservation requestIf the host accepts, your payment method is chargedIn the future, I suggest you use the Contact Host feature rather than the Request to Book(located under 'About this Listing', in red) It allows you to copy and paste (it should auto-populate your precious and last message for efficiency) while you reach out to many hosts and wait for them to respond to you and you can ultimately choose the host you want to stay with based on thatIt also does not charge your payment method should you decide to go with a different listingusing "Request to book' means you are authorizing Airbnb to charge the payment method on your accountBe well, *** *** THIS EMAIL IS A SERVICE FROM AIRBNB CUSTOMER EXPERIENCETHIS EMAIL IS A SERVICE FROM AIRBNB CUSTOMER EXPERIENCEFor more information visit our Help Center [***] -L43K]
Dear *** Please see the latest email exchange between me and AirbnbI would be grateful if you could advise on what step to take in order to get Airbnb to refund the difference they took from my account without my authorisationMany thanks in advance and I look forward to hearing from youBest regards *** *** *** *** Begin forwarded message: From: *** *** Date: desember klCET To: *** Subject: Re: Airbnb: Revdex.com Complaint FollDear *** From your response I see that Airbnb admits its mistakeHowever, I do not agree with the decision that this matter is closedThere has never been a contract for this booking and the payment was taken without my authorisationI am looking to Airbnb to: Refund the difference charged to my card without further delay; and Apologise for making this mistake in taking payment from my account without my authorisationA copy of this message will be forwarded to the Revdex.comI await your responseYours sincerely *** *** *** *** On des2016, at 20.18, *** wrote: Airbnb Customer Experience ________________________________________ Evan, Dec 21, 13:CST: Hi *** ***, I am sorry I cannot provide you with the answer you are seeking in addition to the poor user experience with the platformYour reservation has been refunded in full and our policies only allow us to refund in the same currency as the original payment, therefore the refund was sent in Norwegian Krone to the card that was usedAirbnb cannot refund any other amount other than the one that was chargedThis is our final decision on this matter and consider this case closedWe thank you for your patience and hope you continue to be an active member of our communityBest, *** *** THIS EMAIL IS A SERVICE FROM AIRBNB CUSTOMER EXPERIENCETHIS EMAIL IS A SERVICE FROM AIRBNB CUSTOMER EXPERIENCEFor more information visit our Help Center [***]

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

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

November 24,
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 November 20, Airbnb sent the following to the guest:
“Hi ***,
Thank you for the reply
I have reviewed your conversation via the Airbnb message thread with ***I see that prior to you confirming the reservation *** tells you that she will not be able to check you in right away due to another guest just checking out and that she would need time to clean the listingI also see that prior to your confirming the reservation you say "No problem let me know when is ready"
As for your reason for canceling, I understand that you needed to leave right away due to a family emergencyWe do have an extenuating circumstance policy that can provide you a full refundUnder this policy, we do need documentation of your extenuating circumstancePlease attach any supporting documentation you have for our review
I look forward to your response
Best,
***”
As we did not receive a response to our attempt to assist the customer, we have closed this case and we will disengage from further discussion on this topic
Best,
***

Complaint: ***I am rejecting this response because:
They have not addressed the issue and I have not been contacted by an Airbnb representative yet, as they mentioned they would in the response
Sincerely,*** ***

Complaint: ***I am rejecting this response because it does not address our concernWe never stated they didn't contact us we are stating that they falsely advertised the location of their apartment rental then refused to allow us to cancel without a full refund and we have been forced to keep the rental in order to not lose 50% of our refundIn addition they purposefully didn't respond until we arrivedHowever we couldn't book another location without our full refundCan you please let us know if there is another entity that we can bring our complaint to that will do something about the advertisements of AirbnbSincerely,*** ***

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, *** ***

Initial Business Response /* (1000, 7, 2015/08/10) */
*** ***
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
A final decision was made on this case and communicated to the complainant
We apologize for any inconvenience this may case and with the complainant the best in all their endeavours
Kindly,
*** C
Agent
Initial Consumer Rebuttal /* (3000, 9, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite the claim of the agent in the response dated August 10th, no attempt was made to respond to the information I provided in my complaint made to the Revdex.comAs I mentioned in my complaint, when I originally complained directly to the business, they responded in a way that was factually incorrectThey made no attempt to address this, or to contact me in any way, after I filed my complaint with the Revdex.comThe letter to Ms*** from *** Cimplies that they considered this information, and at least explained to me why they chose to ignore it, but that isn't correctI have not received any communication from them since filing my complaint with the Revdex.com
Best,
*** ***
Final Consumer Response /* (2000, 12, 2015/08/20) */
After I submitted the last comment, I was contacted by a representative of Airbnb, who solved my problem in a completely fair and equitable wayIt took a while, but ultimately, I am very happy with Airbnb and the way that they handled this matter

*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

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

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 October 27, Airbnb sent the following to the guest:
“Hello ***,
My name is *** and I am reaching out regarding your Revdex.com complaint #***
***, after reviewing your Revdex.com submission, I understand just how frustrating this entire situation must have been for you and your family at the timeThe reservation with *** did not appear to be up to par, and that is something we never wish upon a guest
When reviewing your refund request from this booking, determining Airbnb's final decision on the matter came down to a few thingsIn order to harness our Guest Refund Policy (Review it in full here: ***), we would have needed to be informed of the issues with your host within hours of checking into the listing
I know it is difficult to prioritize contacting Airbnb while also seeking alternate accommodations, but without us being informed of the issue, we are not able to address it with your host in a timely matterThe second point is that we have to see an effort to mend the issues directly with your host before we can interveneSince Airbnb contact was not formally made, and there was not a present effort in the message correspondence to find resolution with Daniel, we are not able to provide the refund you have requested at this time
This is obviously not the outcome you were hoping for ***, and I apologize for not being able to assist furtherIt does appear you have an open dispute with your bank regarding the funds paid, and that will be your best avenue to continue forward with the request
Thank you for your time and understanding
Kindly,
***”
We have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***
Airbnb

November 14,
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

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

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

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

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

Complaint: ***I am rejecting this response because:
In all my adult lie I have never dealt With such unscrupulous and unethical people, including this representative. Draconian at best. Very disturbing
Airbnb as a company cancelled my reservation -- no engagement on my part and Without my knowledge and consent -- but reused to refund me ANY money. I have an email that they Would refund me, but several Weeks late NOTHING. They have taken my money ($690.34) and provided me no service. Is this their company policy -- to steal and bully customers? Obviously it is since they have reused to resolve this fairly and professionally. It is a serious issue
Where is my $690.34? I Want it back
Sincerely,*** ***

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,*** ***