Airbnb, Inc.

July 18,
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:They did not take into consideration the fact that I had to travel back and forth from Henderson,NV to Las Vegas, NV which is 20+ miles taking a Uber/Lyft to that location one way alone cost $30-$additional that I wasn’t compensated for due to their negligenceThis is horrible once again my family trip was ruined and that’s not fairThis doesn’ Need to happen to anyone else and they should be held responsible for all unexpected expenses.Sincerely,*** ***

Final Consumer Response /* (2000, 6, 2015/12/22) */
I should note that AirBnB just called me and offered to refund the difference as a one time courtesyThe fact that they took the initiative to call me and to make this adjustment certainly shows their commitment to customer satisfactionWhile
some of my observations about their processes remain accurate, one cannot fault their intent and actions that support the customer

Initial Business Response /* (1000, 5, 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
This matter was resolved on October 24th, and I reached out directly to the complainant to address his concerns on November 5th,
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 Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I did receive a partial reimbursement, that by no means balances the total loss nor mitigates the fact that airbnb does not provide insurance, support or assistance when a host suffers a lossThis is fraud, plain and simple
For my particular case, after filing the Revdex.com complaint, my losses increased to $2500, and then just this week increased again, due to huge DWP bill, to $Their reimbursement so far of $1,is not even half of the lossAt this late date, as I have done the hard work of getting the space repaired and am hosting again, I would accept 2/of the loss, or $After their initial reimbursement is deducted, that leave another $to make things "fair"
However, and perhaps most importantly, their policy of dealing with hosts who suffer a loss has to changeThe statement that they have insurance to cover losses also has to be amendedTheir current practice is absolutely ridiculous and perhaps even illegal
Final Business Response /* (4000, 9, 2015/11/11) */
This matter was resolved on October 24th by the complainant's approval of the monetary amount of reimbursement under the Host Guarantee program
No further compensation will be granted
We regret the inconvenience that this process has caused the complainant and we wish him the best in all his endeavors
Sincerely,
***
Airbnb
Final Consumer Response /* (4200, 11, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The host guarantee is not insuranceIt's fraudEvery Airbnb host needs to beware! Be prepared for a total loss with minuscule reimbursementWhat I was offered was less than half of the lossBut regardless, Airbnb should have an insurance policy and not this ridiculous "host guarantee", which only guarantees that hosts are unhappyIs this not a huge, moneyed corporation? Can't they afford insurance? Guess it's cheaper to alienate their money makers

December 8,
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

We are sorry to hear that the complainant is disappointed in our responseWe regret any inconvenience that this process may have caused We wish the complainant the best in his future endeavorsSincerely, *** Airbnb

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17th,
*** ***
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, we are unable to provide any private informationHowever, a detailed response was sent to the complainant to the email on file as May 17th, & May 18th, addressing her concerns
We are unable to engage any further with this user as this matter is closed & decision is final
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 /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution was offered by AirbnbNo response to this complaint was provided via email by Airbnb
I will proceed accordingly with my legal remedies
Final Business Response /* (4000, 9, 2015/09/24) */
We consider this matter closed 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
Kindly,
***
Airbnb
Final Consumer Response /* (4200, 11, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an inappropriate response as it does not address my complaint and no resolution is offered

Complaint: ***I am rejecting this response because: Airbnb did absolutely nothing to help resolve my complaint and it shows the character of their business by the multiple complaints that have yet to resolve for others* This company should lose their accreditation through Revdex.com* Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I have received a message informing me that I will be refunded to my credit card, but I have not seen any refunds on my credit card statements so far
Sincerely,*** ***

March 16,
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

Initial Business Response /* (1000, 17, 2015/07/30) */
A final resolution was shared with the complainant by our customer experience team on June 20thNo further resolution is possible at this time
Final Consumer Response /* (3000, 11, 2015/06/24) */
Airbnb is not giving me a refund for a
unit that leased out to another tenant while I am still paying for it
This is a continuation from case # XXXXXXXX which was withdrawn on June 15th believing that the problem was resolved but end up to be a disasterHere's the second part of the incidentIn the end, the host cleaned the place until 11:30pm in which I had to go to my evening meetings and ended up staying elsewhere instead of waiting for them to clean the placeI left for a overseas trip on 6/with no access to internet and phoneWhen I finally got access to internet, I messaged my host *** that I appreciate him taking the effort to reach out to me and the effort in cleaning the place up and that I am going back to Singapore the next day and if I have any problems, I will let him knowI didn't feel safe about going back because of the verbal confrontation that we had but since my colleague is going to stay with me until July 8th, I was ok with it as long as the place is really cleaned upBut to my surprise, the host replied me saying that I disappeared for one week but he had rented the place out to someone else (outside of airbnb)How can he do that? The reservation was still valid until July 8thI was told that it is non refundable and cannot be cancelled so I left it there to take care of when I come back from the work trip(Even though I left the two access cards with the concierge and letting airbnb know that I couldn't go back to the place as it is)So since then I had to find another place to stay and trying to get my money backHow can airbnb allow the host to keep his money when the tenant still has the reservation and paying for itI can understand the communication between me and the host was not the best but airbnb still cannot give my money to the host while he's leasing it out to someone elseNo one would agree to this unfair practice

Complaint: ***I am rejecting this response because this doesn't actually commit them to fixing anythingWe have been working with Rebecca in your complaint department who refuses to credit our credit cardShe says she keeps trying to refund us via Paypal but it won't go throughWe have requested several times that she not refund Paypal but refund our direct Visa credit card charge but after several requests, she has yet to acknowledge that and keeps trying Paypal
Please refund our VISA credit card chargeWe are happy to leave the Paypal charge as is since you can't seem to resolve it via Paypal.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/16) */
November 16th,
***
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
This matter has since been resolved
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her 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 March 23,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in his future endeavors
Sincerely,
***
Airbnb

Initial Business Response /* (1000, 5, 2016/01/06) */
January 6th,
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case # XXXXXXXX
Dear Ms***
Cordial greetings
Regrettably, we are unable to
locate an account with the information provided by the complainant
Please provide a reservation code, the profile identification number (see the profile URL) or the email address associated with the profile in order to move forward with our review
This being said, as the below information is publicly available, I am providing information regarding our room types below:
- https://www.airbnb.com/help/article/5/what-does-the-room-type-of-a-listing-mean<...⇄ /> - https://www.airbnb.com/help/article/317/what-should-i-choose-for-my-room-type
The room type will always be listed on each accommodation
We look forward to the additional information from the complainant in order to move forward
Sincerely,
*** B
Airbnb
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is Receipt # XXXXXXXXXX
It is unfortunate in this day and age that AIRBNB decides to redefine commonly understood terms like "privacy" to mean something other than what is generally understoodThese rooms are NOT private by any means nor by anybody's definition other than in AIRBNB's warped sense of definitionsAIRBNB's definiton of "private" means "shared"
I request that this complaint be closed for the sake of our AIRBNB guests, who are terrificHowever, AIRBNB as a company, is highly unethical and I will never do business with such an organization againI anticipate they will simply shrivel up and die if this is how they treat their best customersMost companies do not hide behind the Revdex.com and actually allow customers to interact with the company as wellThis is the lowest of the low
I am not satisfied with this company or this complaint but I choose not to pursue it at this timeIs there a mutually unresolved category?

December 21,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We are continuing to actively working with the user towards a resolution
***
Airbnb

Initial Business Response /* (1000, 7, 2015/12/03) */
December 3rd,
*** ***
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 have directly reached out to the complainant directly on December 3rd
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

Complaint: ***I am rejecting this response because:
Again, the original complaint of not being the account holder even though it's my financial information used make sure it so they can't do anythingThey really need to change this policyVery poor excuse for a businessMy bank claims has solved this matter for me, however AIrBnB did notVery poor customer service that it had to get to this pointNever again. Sincerely,Alexander Bartke

July 18,
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

September 8,
Revdex.com Inc
*** *** *** ***
Oakland, 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