Airbnb, Inc.

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, *** ***

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,*** ***

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 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

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

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, *** ***

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

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

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:
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,*** ***

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

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,
*** ***

December 13,
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 December 1,
Airbnb sent the following to the guest:
“Hi ***,
We regret to inform you that, following a full review, we are unable to support your account moving forward, and have exercised our discretion under our Terms of Service to disable your account(s)This decision is irreversible and will affect any duplicated or future accounts
Additionally, we hope you understand that this decision is exercised at our sole discretion and that we're not obligated to provide an explanation as to the action taken against your accountFurthermore, we kindly note that we're not liable to a user in any way with respect to deactivating or canceling his or her account
As per our Terms of Service, Airbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversedWe apologize for any inconvenience this may have caused and must inform you that, moving forward, we will no longer be able to assist you with your account issue
Please feel free to review our Help Center article for further information: ***
Best regards,
***”
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: the company refused to issue a refundInstead, they gave me a credit worth $to use on their platformMy refund is over $and I have already stated that this is not an appropriate resolutionThey are unable to guarantee that I would not end up in the same situation - forced to cancel a reservation and then harassed by one of their hostsTheir refusal to refund me is a clear sign that they support this sort of behavior and if it ever happened to me again, I'd once again be stolen from and harassed. Sincerely,*** ***

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 February 13, Airbnb sent the following to the guest:
“Hello ***,
My name is ***, I am a supervisor with Airbnb's Customer Experience TeamI wanted to follow up with you about your Revdex.com caseAfter reviewing all the information in this case including the text messages with your host about extending your stay at his listing, we have decided to uphold the decision made by *** and will be unable to issue a refundI am sorry to hear that your trip did not go as planned however Airbnb and your Host were never made aware of the issues until after your stayWe can see from the text messages supplied to us that your host was being responsive and could have been able to help if they were given the chance
I understand that this was not the outcome you were hoping for, but please remember that anytime you are on a trip and staying in an Airbnb we are available 24/to support you
Best,
***”
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: 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

Complaint: ***I am rejecting this response because:
As of this date the calendar which is used on my AIRBNB listing advertisement, still remains showing the rate at 1/3 lower than what I've requestedNo one has explained why this has happened! Why the changes I make to this calendar which; the (host) is suppose to be the only person who can manage it, doesn't remain? The only solution for my loss of income this month, having to turn away #guest was to block out my calendar during this peak time , for at this low cost I was receiving an overwhelming amount of requests & having to decline them!
This problem was reported February 21! A suggestion was also advised to me 3/04/to create another listingI don't call that a solution, it's a (band aide) to the problem! Who's to say it won't happen again? In the meantime I'm at a loss & AIRBNB have lost nothing! Sincerely,*** ***

We are sorry to hear that the complainant is disappointed in our responseBased on our records, this matter was resolved on February 15th, by the complainant accepting the resolution as he has advisedWe are unable to offer any further compensationWe regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.Sincerely,*** **Airbnb

Initial Business Response /* (1000, 10, 2015/11/05) */
November 5th,
*** ***
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
We have reviewed the facts related to the case number XXXXXXXXRegrettably, we are unable to locate a reservation with the information provided
Please provide the email address associated with the profile, user identification number, or reservation code for us to move forward with our review
Sincerely,
*** B
Airbnb
Initial Consumer Rebuttal /* (3000, 12, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please find the additional information requested by Airbnb
We initially found *** *** Way, *** ** XXXXX through Airbnb and introduced to owner *** *** *** It was not suitable for what we were looking so she directs us to her second property at XXXXX *** Dr, *** CA XXXXXPlease find link to Airbnb link to property
https://www.airbnb.com/rooms/XXXXXXX?checkin=11%2F17%2F2015&checkout=11%***
We decided to rent studio apartment at XXXXX *** XXXXXI rented over a monthMost of the responses were made through Airbnb website until *** asks us not to send mail through AirbnbShe instructed us to communicate via her cell XXX-XXX-XXXX and provided her email address ***@yahoo.com so she do not have to pay percentage to Airbnb
Per ***'s instruction all the payments were made directly to her name (*** ***)We ask several times but she avoided giving receipts for paymentsI can get copies of cancel checks from bankI added notes to payment checks as reference
Final Consumer Response /* (3000, 18, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
I received email from AIRBNB but not specific answers been providedE-mail stat that AIRBNB contacted owner of the property but response was not provided
Amount of refund is not important to meHowever, I want to make sure owner of the property acknowledge wrong doing and stop cheating unexpected customers stay at her place
Regards,
***
Final Business Response /* (4000, 20, 2015/12/28) */
December 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 issued our final decision in this matter
I reached out directly to the complainant on November 25th, & December 28th, to address his concerns
Unfortunately, as Airbnb systems do not reflect a reservation (both the host & guest agreed to an offsite transaction), we are unable to assist furtherFor more information, please see: www.airbnb.com/terms
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