Airbnb, Inc.

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

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: How was this resolved? I was not informed about any resolutionIn fact, I received an email around the 18th stating that it could take up to days for a response!
Airbnb is absolutely ridiculous! They have no idea what os goin on within their own organizationSad. 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

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,*** ***

Complaint: ***I am rejecting this response because: Jefferson did not apologize, I am not sure what is resolution from AirbnbSincerely,*** ***

December 26,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaintIn order to proceed with our review, please provide the
email address, telephone number, account name and/or reservation code associated with this issue
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,*** ***

December 26,
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

Initial Business Response /* (1000, 5, 2015/09/23) */
September 23rd,
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case #XXXXXXXX
Dear MsBuenrostro,
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,
***
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

August 2,
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
***
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, *** ***

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 March 21, Airbnb sent the following to the guest:
“Hi ***,
*** here at Airbnb, I hope my message finds you well
I am following up with you regarding your Revdex.com complaint # ***
Thank you for your detailed feedback and we're sorry to hear of your experience
Airbnb stands behind the decision around reservation *** and the extenuating circumstance for the cancelationWe have issued our final decision on this matter and will uphold it accordinglyFor information on the Extenuating Circumstances policy, please see ***
User experiences are paramount to Airbnb and I am truly sorry to see that was not the case during your reservation but then also with your communication with Airbnb
We thank you for your patience and hope you continue to be an active member of our community
Best,
***”
We have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***
Airbnb

Revdex.com Inc
*** *** *** *** *** ** ***
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:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
They paid me 50% of the floors(Sort of, they said they would pay me 50% but it was a little less). But I am satisfied and really appreciate your help with this, because on my own they would not have done that.
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, 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

April 11th,
*** ***
Dispute Resolution Specialist
Revdex.com Inc
*** *** *** ***
Oakland, CA
Re: Case #***
Dear Ms***,
We have reviewed the facts related to the case number *** and considered the proposed resolution
Our sincere apologies for not notifying the Revdex.com timely of such resolution.
In accordance with our privacy policy, I followed up directly with the complainant on April 1st, to address her concernsWe have issued our final decision at this time
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors
Sincerely,
*** **
Airbnb
Sincerely,
[Agent]
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 December 29, Airbnb sent the following to the guest:
“Hi ***,
My name is ***, and I am a member of Trust & Safety team at AirbnbI am contacting you in regards to your Resolution Center claim: ***
I've reviewed the case, and firstly, we are very sorry for the slow response and miscommunication regarding the request of sink repairmentI understand that previous agent has declined the request as we did not receive the second invoice in a requested time, which you wanted to add to the Resolution Center before we contacted you for additional invoice
Please know that I am here to review the case, and we’ve processed a payout of 79,*** in regard to the damages incurred during the reservation in question
For reference, please note that for Host Guarantee, we usually do accept Word or Excel files, and any invoices, repair estimates, receipts, or reports sand it hould be on official company letterheadHowever, please note that receipts are preferable and we cannot guarantee full compensation if both photos and receipts are unavailable
If you have any questions or concerns in the future, you can always find us at ***We're here to help
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 partially satisfactory to meI felt that Sir *** from Airbnb was difficult to work with, not calling when he said he would and sometimes not answering emails for daysHis responses gave me the impression that he had not even read my emailsI am finding the response "satisfactory" only because I am giving upMy request for a refund of the cost difference was not metMy request for more compensation was only partially metI feel cheated as a customerI feel more distrustful of Airbnb as a companyIf my complaint had been addressed fully and swiftly without the added stress and hassle then I would be satisfiedAs a company, Airbnb needs to improve their policies on what happens WHEN a reservation is cancelled to protect the consumer. Sincerely, *** ***