Airbnb, Inc.

Thanks so much for your patience throughout this process
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 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:
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

Complaint: ***I am rejecting this response because:
There has been no explanation for the termination of reservations or account use. How do you know you there hasn't been a mistake? You need to review whatever facts you think you have with your customers to confirm whether they are legit and then proceed accordingly
Sincerely,*** ***

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

Complaint: ***I am rejecting this response because:
I have tried for many many hours to connect with Airbnb to discuss and resolve thisbut never could get beyond a trainee in basic customer service
I've not heard a word from Airbnb or Renee to resolve thisI believe it is their policy to blow complaints off and make it as hard as possible to address these
Also, my negative review of the apartment rented was NOT published as the Airbnb policy is to not publish a review unless the host also comments - so by not
commenting, reviews are thus censored! Not a good policy obviously
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 meTo date, I received a credit for the amount as requested, and another note advising me that they agreed with my request for a full refund. This ordeal can now be put to rest
I would like to sincerely thank you for assisting me in this matter. The work you do every day, such as assist in these types of matters, helps the every day consumer when no one else listensA heartfelt thank you. 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, *** ***

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 email address on file for the applicable profile, and resolved this matter as of July 12,
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: The business did not provide any additional responseNo restitution was madeThe customer service was not easy to work with and very stressful.Sincerely,*** ***

August 15,
Revdex.com Inc
*** *** *** ***
Oakland, 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 7,
Revdex.com Inc
*** *** *** ***
Oakland, 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
Sincerely,
***
Airbnb

Initial Business Response /* (1000, 5, 2015/11/24) */
November 24th,
*** ***
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, I reached out directly to the complainant to address his concerns on November 24th,
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors
Sincerely,
*** B
Airbnb
Initial Consumer Rebuttal /* (3000, 7, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Arrbnb has offered to refund their fee of $out of a claim of My purchase decision was based on the host write up stating that the rental included parking spaces with ftclearanceThis was advertisingAirbnb has indicated that at the moment of my booking the host had changed he parking write up to indicate that large SUVs would not fit
My confirmation E-Mail from Airbnb provided no details on the propertyTherefore the Airbnb system does not give the customer any confirmation on exactly what he is paying forThus the host can change the write up and the customer is not aware of the changed unless he again checks every detail at the exact point of purchases
With Airbnb providing no details to the customer,they ane helping some bad host to get away with fraud
I will be willing to accept 50% of my claim for a totalof $
Final Business Response /* (4000, 9, 2015/12/09) */
We have issued our final decision in this matter
We apologize for any inconvenience that this process may have caused and we wish the complainant the best in all his endeavors
Sincerely,
*** B
Airbnb
Final Consumer Response /* (4200, 11, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My purchase decision was based on the advertising of the host and airbnb provides no details in there confirmation E-Mail to indicate that the host had changed the description of the unit,

Revdex.com Inc
*** *** *** *** *** ** ***
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 May 8, Airbnb sent the following to the guest:
“Hi ***,
Thanks for sending in your receiptsI'm happy to cover the $for the night at Skyline Hotel & Casino and the $for the night at the Tropicana, but I won't be able to cover the $deposit
This means a total of $has been processed to youPayouts sent by Bank Accounts can take business days to arriveYou can view the expected arrival date by going to Account > Transaction History and hovering over the question mark (?) on the Completed Transactions Tab
Learn more about payout arrival times in our Help Center: ***
Best,
***”
We have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***
Airbnb

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, 9, 2015/11/04) */
November 4th,
*** ***
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 his concerns
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors
Sincerely,
*** B
Airbnb

Thanks so much for your patience throughout this process
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,
***

Please see attached invoice that was provided to Airbnb and they have refused to reimburse me for damages caused by one of their guests
As you can see from the invoice, the repairs were completed by a handyman and his contact information is clearly reflectedThe invoice can be verified through contacting the handyman direct
Thank you,
*** ***