Airbnb, Inc.

On July 1, Airbnb emailed you the following:
"I wanted to follow up with you regarding your Revdex.com case #***.Thank you for your detailed feedback and we're sorry to hear of your experienceI have carefully reviewed your concerns and considered the proposed resolutionI noted that the pictures of the bathrooms are actually two photographs of the same bathroom from different anglesThe host provided clarity in the message thread that there was one bathroom (1), and one toilet room (.5)Your host has refunded $for the misunderstanding.We are confident that this constitutes a reasonable resolution to this claimGuest experiences are paramount to Airbnb and I am truly sorry to see that was not the case during your reservation with Rudy and Benjamin.We thank you for your patience and hope you continue to be an active member of our community."
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

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

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

Final Consumer Response /* (2000, 7, 2015/06/30) */
After I heard nothing from Airbnb until around 3:p.mPST today, I called and after some negotiation, the issue was eventually submitted for a supervisor callbackAround p.mPST, the supervisor emailed me to provide a full refund with an
additional credit on my rebookingWhile I remain disappointed that the process was this complicated and in the lack of transparency in communication and timing, this resolution is satisfactory

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 15,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in his future endeavors
Sincerely,
***
Airbnb

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

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,*** ***

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, 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

On May 24, Airbnb emailed you the following:
"Thank you for your detailed feedback and we're sorry to hear of your experience.Please know that these situations are extremely rareHowever, I completely understand the hardship of a host cancellationWith that, I wanted to contact you so you know that I am here to connect you with another representative who will provide you with booking support and explain how Airbnb intends that support moving forward.We do take cancellations seriously as they can cause a big inconvenience to our guestsI encourage you to explore the available options on Airbnb and proceed to contact several hosts to confirm their availabilityYou can use the secure messaging service on our platform to find out more information about a listing before committing to payment by submitting a reservation request.Just click "Contact Host" found under the host’s profile in each listing page where it says "About Host," it is a red buttonThis will allow you to send a personal message to the hostOnce the host responds, you will receive a notification message in your email and can continue correspondence through the siteIf your host is available, he or she will send a pre-approval and you will have an opportunity to complete the booking of your choice.I'm very sorry for this unexpected surpriseGuest 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.Rest assured, your case is in good hands. Please let me know if I can connect you with another representative who will provide you with booking support."
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 NOT satisfactory to me
I went through this with Airbnb multiple timesThis is unresolved until someone explains to me why they couldn't deal with this mess when it first happenedIt was a fairly large amount of money and Airbnb did not speak to me about why I wouldn't receive my money.
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 May 10,
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
We regret any inconvenience that this process may have caused and we wish the complainant the best in her 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?

Initial Business Response /* (1000, 5, 2015/10/03) */
October 3rd,
Maite ***
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
Airbnb collects guest payments from the moment they make a reservation and waits until hours after arrival before releasing funds to the hostThis way, guests and hosts can feel confident knowing that Airbnb will process and deliver payments when a reservation is honored
Once a reservation is accepted, the guest receives the listing information including address and is charged the full amount of the reservation
Based on our records, the complainant accepted a reservation and did not cancel it until her guests arrivedAs per policy, Airbnb issued a full refund to her guests and no payout was issued to the complainantRegrettably, we are unable to provide a letter as the complainant has requestedHowever, we have sent a letter to the complainant's email address on file reflecting that there are no active listings & no upcoming reservations
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors
Sincerely,
*** B
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 *** ** *** **
We regret any inconvenience that this process may have caused and we wish the complainant the best in
her future endeavors
Sincerely,
Renea
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: AirBnB has made no effort to contact us or return our calls. Can the Revdex.com please arrange for them to talk to us or at least provide us with the name of a person who will talk to us and not ignore our repeated attempts to contact them. This has been going on for months now.Sincerely,*** ***

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 17,
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