Airbnb, Inc.

Initial Business Response /* (1000, 7, 2015/06/29) */
This complaint was resolved directly with the complainant and a refund was granted
We wish her the best in all her endeavours and apologize for any inconvenience the process may have caused
Kindly,
***
Initial Consumer Rebuttal
/* (2000, 9, 2015/06/29) */
6-29-
Sent via email:
Yes ***,
They refunded my money after I also complained to them via phone & email
Thank you!
*** ***

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 endeavors
Sincerely,
***
Airbnb

December 18,
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

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

Complaint: ***I am rejecting this response because: No action takenSincerely,*** ***

Initial Business Response /* (1000, 7, 2015/08/07) */
We were unable to locate a matching account with the information providedWe require a reservation number or the email address on the account in order to proceed
Kindly,
***
Initial Consumer Rebuttal /* (3000, 9, 2015/08/11)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
***@comcast.net
Final Consumer Response /* (3000, 16, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not heard from any one
Final Business Response /* (4000, 18, 2015/09/02) */
We contacted the Airbnb user account's email address we have on file as this individual is not the Airbnb account holder
This issue is now resolved
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors
Best,
***
(agent)

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

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 20,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
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 November 10, We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors
***
Airbnb

January 8,
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:
I voiced concerns many timed and nothing was done in one of the particular cases of a guest.Sincerely,*** ***

In accordance with our privacy policy, an Airbnb representative followed up with the complainant on March 24th, 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, 5, 2015/12/31) */
December 31st,
*** ***
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 directly followed up with the complainant on December 31st, to address the complainant's concerns
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

January 23,
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 caused
Best,
***
Airbnb

On July 23rd, Airbnb refunded $for reservation ***, in addition to providing a $voucher that has been used
We are sorry to hear that the complainant is disappointed in our responseWe regret any inconvenience that this process may have causedWe wish the complainant the best in his future 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 February 16th
We regret any inconvenience that this process may have caused and we wish the
complainant the best in his future endeavors
Sincerely,
***
Airbnb

November 24,
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, 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

Complaint: ***I am rejecting this response because: AirBnb has refunded $378, but according to my bank statement I was billed $492.24, AirBNB still owes me $Airbnb's customer service claims that they only billed my credit card company $378, and that the remaining amount is a foreign transaction fee charged by my bankI contacted my bank's customer service and they told me that the foreign transaction fee was only .47, cents that is all my bank charged meThe host property owner cancelled my reservation within a couple hours of me making itThe host said that he cancelled the reservation because he moved backed into the apartmentSeveral days later I checked and the host was still renting the property for the dates that he said he was going to occupy the property forI called Airbnb's customer service and asked them why they do not make the property owner remove the listing for the dates that he claimed he move back in forAirbnb customer service said that he is allowed to lie to me and keep his listing active on their websiteWhy should I have to pay an additional $when the host cancelled my reservation, and the Host is clearly a liarI want the $114.24-cents refunded back to my bank accountThis is Theft!!!!Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/09/09) */
September 9th,
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case #XXXXXXXX
Dear Ms***,
Cordial greetings
We have received the complaint XXXXXXXX
and are currently reviewing the claim and considering the proposed resolution
We require more time to properly assess the claim and will follow up with a response as soon as possible
Thank you for your continued patience
Kindly,
*** B

Initial Business Response /* (1000, 7, 2015/07/29) */
Regrettably a final decision was issued on this case and a refund cannot be granted at this timeWe apologize for any inconvenience this process may have cause and wish the complainant the best in all their endeavours
Initial Consumer
Rebuttal /* (3000, 9, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because two of their representatives called me by phone, and told me that my request for refund would be granted, as it fell under the extenuating circumstances policyDuring both of these calls I was told that all I had to do was send in the documentation by my doctorAt no time during those phone calls did they mention a deadline for doing documentationIt wasn't until after I was able to send it in, that they informed me of emails they had sent me regarding a deadline, and that they would close the case if I did not meet that deadlineThese are emails I never got until it was too late, as I totally relied on the phone conversations that made no mention of a deadline
Final Business Response /* (4000, 11, 2015/08/05) */
Written communication was sent to the complainant regarding the process and required documentationThe required documentation was not received in time to process the claimAs a result a final resolution was reached and no further refund is posible at this time
Final Consumer Response /* (4200, 13, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I was contacted by two different representatives by phone, who both told me that my claim fell under the extenuating circumstances policy and all I had to do was send in the documentationI told them I would, and at no timeon either of those phone conversations was I told that there was a deadlineSince they were the ones who initiated the telephone calls to me, I then accepted that moving forward the phone would be their way of contacting me regarding this matterAfter I sent in the documentation, it was only then that they informed me they had switched back to emailing me, and had told me of a deadline that I know nothing about until it was too lateThey made no attempts to call me by phone to inform me of this deadline, even though they had called me the previous to times we correspondedIt's obvious, they were purposely setting me up to miss a deadline that they did not tell me about in previous conversationsTherefore, I again insist on receiving a full refund based on their negligence in not notifying me of a deadline on previous phone calls