Airbnb, Inc.

Complaint: ***I am rejecting this response because:
Business has engaged in deceptive business practices and exhibited morbid failures in customer service as well as adherence to it's own policies and procedures published via its website and host/renter agreements and insurance policy. I find the canned responses to customer service issues to be indicative of poor management, and this issue will not be resolved until a refund is properly issued or a claim for injury opened via the liability policy with lloyds of london
Keywords: OIG, OPR, FTC, deceptive business practices, poor customer service, liesSincerely,*** ***

Complaint: ***I am rejecting this response because:
The business has offered no different response than they have before initiating this complaint to Revdex.com They are entirely focused on the host, due to their interests being directly tied to hosts listing properties on their platform This business neither protects or acts in the interests of its guests when their is a failure on the part of the host
The business has left it to the host to determine the appropriate course of action The business itself has taken a hands-off approach, leaving this situation unresolved
Furthermore, the business does not acknowledge its own conduct in this dispute, where its agents have resorted to coercion, misinformation, and outright disregard for the host, the property and the guest, by advising its guest to conceal possessions in order to facilitate a stay with the host It is highly questionable that the business can consider itself legitimate, as well as justified in its position, when its agents resort to the aforementioned tactics on behalf of the business and its hosts
Sincerely,*** ***

December 8,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We are reviewing the facts related to the case number and working with the user towards a 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

On *arch 8, Airbnb sent you the following:
'Hello *ichael,This is *** againIn situations such as this, we would typically not be able to co*bine coupons or raise a coupon valueHowever, you do currently have $in credit available to you outside of the $credit providedDue to these circu*stances, I have gone ahead and co*bined all three coupon codes for a total value of $USD.This value will now be reflective on the coupon code provided earlierBelow are the code credentials, with the updated value.Coupon Details: *** *** *** *** *** *** *** *** ***I appreciate you thinking creatively on thisI hope so*e of the listings provided will be suitable for your trip."
We appreciate the ti*e you’ve taken to share your concerns with our tea* and are sorry to hear that the co*plainant is disappointed in our response
However, we have issued our final decision for this case and we will disengage fro* 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 meAirbnb is agreeing to refund me $back to my visa!Sincerely, *** ***

Complaint: ***I am rejecting this response because: They are lying and did nothing to help accommodate me into finding a new place. This business has one of the worst customer services and resent news prove that. They basically brushed this off as "o stuff happens"Sincerely,*** ***

Complaint: ***
***Below is the re-send of my response of 1/26/to Revdex.comI am now awaiting a formal action since Airbnb has stated that they would like to disengage from resolving my complaint***
I am rejecting this response because:
Despite numerous requests to refund my lost account balance and delete my personal information including my credit card details from Airbnb's database since my account is now dormant, they are still adamant to retain my information without providing any justificationI initiated this request because I do not feel that my financial information is safe in their hands since their advisers have made multiple errors on my account in the past
They have imperiously notified Revdex.com that they are disengaging from any further discussion on this subject without providing any reasonsI am certainly not happy with their response and I would like to take this case further
Sincerely,*** ***

November 20,
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

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

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

January 23,
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

On July 10, Airbnb emailed you the following:
"Hello ***,My name is *** and I am reaching out to you from the Leadership Team at AirbnbI wanted to connect regarding your Revdex.com case #***.I have taken the last hours to review your request for a refund of $USD based on the experience from your stay with *** (***)***, I understand that arriving to a subpar space was not what you expected, and it is not what we expect from our hostsThere will be follow up with *** regarding the upkeep and overall cleanliness expectations for his homes.With regard to your full refund request, I must confirm we will not be able to honor your requestThere were misses from ***'s cleaners, but within our Guest Refund Policy, we cannot take your hosts full payoutIn order to be able to truly assist you in your time of need, it is imperative that your host is made aware of the concerns during the booking, and have been provided a reasonable timeframe to mend the concernsSince contact was not made with Airbnb Customer Service or *** until two days after the booking was completed, we cannot provide a full refund.I know this is an incredibly frustrating resolution to hear ***While I cannot grant the desired refund, I was able to see that your flight was delayed by a dayI will be providing a refund of the night you could not stay in the spaceI will also be providing a full refund for your cleaning feeThe $($Cleaning Fee + $first night of the booking) refund has been released back to your card ending in and should be available within 5-business days.I wish you nothing but the best ***Thank you for your time and patience while we reviewed your request."
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

Complaint: ***I am rejecting this response because:
*** from AirBnB did not reach out to me in the meantime and while the rent for May was finally forwarded (with almost weeks delay) the rent for the current month (June) is delayed again as I did expect
Sincerely,*** *** ***

Complaint: ***I am rejecting this response because:
AirBnB has only assigned a different case manager and not transferred the payoutThe new case manger has promised to look into the issue and to resolve it (see his e-mail and my response which is attached)
Case managers have been assigned to this issue a number of times before without any outcomeMy $have not been paid yet and given the history of this issue I do not think assigning a new case manager is an appropriate resolutionI will consider the case resolved when the funds are transferred to my account
Please keep the case open until AirBnB informs you and I confirm that my funds have been located and transferred to my account
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
This is a complete lieThey have addressed another complaint that I made but never addressed this one.
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 February 20th
We regret any inconvenience that this process may have caused and we wish the complainant the
best in his future endeavors
Sincerely,
***
Airbnb

Complaint: ***I am rejecting this response because:
The email I received Saturday, 7/22/from *** with Airbnb did not offer any resolution to my complaint.
Then, without comment, I received an additional $refunded to my PayPal accountI don't know why they would feel I would be satisfied with $when I am currently owed $1,100.
I am not satisfied
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
This has been the response given to me everytime I tried to get my account backI tried to create another account because I simply loved my experiences with Airbnb before this incident but I was told that multiple accounts are not allowedWhat do you want me to do then? I accepted that you disabled my first account but now I still cannot create a new one? I have done nothing wrong towards this companyYou seem to not care about your customers at all.
Sincerely,*** *** ***

Initial Business Response /* (1000, 7, 2015/07/18) */
*** ***
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, an Airbnb representative is following up with the complainant directly to address her concerns
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors
Sincerely,
*** C
Airbnb
Initial Consumer Rebuttal /* (3000, 9, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I got a couple other notices to change my payout method since I wrote to youI continue to get this notice: Hi Frugal,
We have $for you but we need you to tell us where to send itPlease log in to your Airbnb account and add a payout method
Thanks,
The Airbnb Team
So I go there and now instead of it working and the issue being fixed I got this notice that they need to verify my identity via a text messageHowever, after I got the text message I get a note as follows: "Security Check Required
For your security, we would like to further verify your accountPlease contact us to add a payout method
Contact ***@airbnb.com"
I contacted them by writing to them at that email addressI don't know what they want me to tell themShould I put my banking info in the note? It doesn't say
I don't understand why they are doing thisI have had them send me the text to my phone before and it never resolves itThis isn't a complicated thingDon't other customers go through the same thing? I wonder how many others have been experiencing this problem
As suggested with each communication, I would like to suggest Air BNB customer service contact their technical support team to fix the linkDoesn't that seem like a good place to begin 4-months ago when this issue came up
They just keep putting the burden of repairing the situation on me, the customer
This has not been resolvedThe company is not even tryingThis is something someone could do by hand-just fix it and send me the money
Final Business Response /* (4000, 12, 2015/07/30) */
The customer experience team continues to be in contact with the complainant to resolve the issue
Final Consumer Response /* (2000, 14, 2015/08/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After months of this and finally a Revdex.com complaint, they still took over a month to resolve itThis experience has caused me to rethink my commitment to this company
I'd like to say thank you to the Revdex.comYou people are working hard and doing such a valuable service
*** ***
AirBnB host

Complaint: ***I am rejecting this response because:
I asked for a full refund due to my initial experience and then the horrendous customer service I received
Even after you agreed to a refund it took weeks of me calling and pressing you to finally release the funds
Due to the horrible experience with my hosts, then with your company, and the amount of time I had to dedicate to this problem I am deserving of a full refund
Please see my ticket
Sincerely,*** ***