Airbnb, Inc.

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

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
Be well,
***
Airbnb

Complaint: ***I am rejecting this response because: Here is the information that AirBnb requested
The email address for the account is ***, the phone number associated with this account in ***, and the reference to this is ***Sincerely,*** ***

Complaint: ***I am rejecting this response because: it does not address the complaintI received the following email message from Airbnb yesterday:
"*** R, May 24, 05:CDT:
Hello ***,
Thank you for contacting us about your refundMy name is *** and your case has been forwarded to meI hope you are keeping well
I'm sorry to hear that you haven't been able to locate your refund
The $refund was processed on 24th of March to your payment method, MASTERCARD ***
I've contacted our payment processing partner to request a trace number for the transactionThis process may take 2-business daysI'll let you know as soon as I have an update
Best regards,
***"
I responded as follows:
"Hello ***,To put this in perspective, I attempted to book a reservation back on March 7th at approximately 10:pm. My credit card statement immediately reflected the payment was pending. By midnight on March 8th, my statement reflected that payment had been made - the transaction was complete. Airbnb continually attempted to bill me after this, despite my payment. Multiple contacts with your company were met with a total denial that I had made payment. Consequently, the only way to prevent being double billed was to cancel my reservation request outright. But Airbnb still had my payment and refused to assist me with correcting this situation. This forced me to dispute the charge with my credit card company, Citi, and it forced me to file a Revdex.com complaintCiti confirmed the payment was in Airbnb's bank accountAccording to my credit card company, Airbnb would not respond to the dispute either. Airbnb's responses to the Revdex.com complaint were all non-responses. On March 23rd, I received an email from Airbnb stating they were refunding the money - thus, finally acknowledging that the payment had been made. No such refund has ever appeared on my credit card statements, and I provided documentation to the Revdex.com to prove the payment was received by Airbnb and that I had received a "conditional credit" from Citi pending the result of the dispute - to which Airbnb would apparently not respond. In a letter dated May 6th from Citi, I was informed that the credit they provided to my account was permanent and that their investigation was complete. It would seem that Airbnb's business model is totally predicated on the ability to process a credit card payment and at this Airbnb failed. Airbnb not only failed to acknowledge payment, it also denied I was owed a refund, but then once admitting a refund was in order, Airbnb was also unable to complete that transaction as wellAirbnb caused me to cancel my planned trip. A total of 77days have passed since I submitted my reservation request with full payment and Airbnb is still unable to complete the proper course of action with this transaction. I think your company needs serious help
Thank you."
As you can see, my credit card company has made their conditional credit permanent after completing its investigation. Airbnb was apparently unable to handle this matter, but at this point, my credit card company has credited me the moneyAirbnb should communicate with Citi and try to improve its business practices
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, 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

June 20,
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 refunded $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

We have addressed the complainant’s concerns to the email address on file for the applicable profile, and resolved this matter as of January 21,
We regret any inconvenience that this process may have caused and we wish the complainant the best in his future endeavors
We 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

November 24,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We appreciate the time you’ve taken to share your concerns with our teamAs previously mentioned, we are not able to assist any further in this matter due to the user filling a financial dispute with their banking institution
We regret any inconvenience that this process may have caused, and recommend the user contact their baking institution for further assistance We will disengage from further discussion on this topic
Best,
*** C

We are sorry to hear that the complainant is disappointed in our response
We have issued our final decision for this matter
We wish the complainant the best in her endeavors and apologize for any inconvenience that this matter may have caused
Sincerely,
*** **
Airbnb

Complaint: ***I am rejecting this response because: it makes absolutely no sense Am I the complainant? You did not reach out to me Did you contact the business using your platform to tell them to stop using our private home address as “their” rental address, so that they could steal rent money from unsuspecting visitors to Maui who sit at our gate wondering why we know nothing about their “reservation”They are still giving out our address fraudulently We are not members of Airbnb Our house is not advertised by us for rent Please make your member stop using our address for their scam What are we supposed to tell families who show up from the airport at our gate? Please cancel that client of yours.Sincerely,*** ***

Initial Business Response /* (1000, 6, 2015/12/09) */
December 9th,
*** ***
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 reached out directly to the complainant 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,
*** B
Airbnb
Initial Consumer Rebuttal /* (3000, 8, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airbnb has given me no detailed reasoning behind suspending my account and have not let me defend myself
Final Business Response /* (4000, 10, 2015/12/18) */
This is a duplicate Revdex.com Complaint
Previous Complaint NoXXXXXXXX that is now closed
The payment has been released to the complainantUnfortunately, we are unable to assist further with his account
We regret any inconvenience that this process may have caused and wish him the best in all his endeavors
Sincerely,
*** B
Airbnb
Final Consumer Response /* (2000, 12, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept since they released paymentHowever they should still know I will tell everyone I know not to use airbnb
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/09/23) */
9/23/
*** ***
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,
***
Airbnb
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a responseIt's a form letter that expresses little to nothing at all
Final Business Response /* (4000, 9, 2015/10/01) */
10/1/
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case #XXXXXXXX
Dear Ms***,
Cordial greetings
An Airbnb representative, ***, reached out directly to the complainant on September 23rd, to the email address we have on file
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors
Sincerely,
***
Airbnb

Complaint: ***I am rejecting this response because:They say they resolved the matter when in fact all they did was cancel my reservation and refund my money forcing me to go to a competitor and spend more $ as I could not get a solution to the issue from AirBnBSincerely,*** ***

Complaint: ***I am rejecting this response because:
AirBNB has offered a vague explanation resulting from an undisclosed record search for deactivating my account. No factual information was provided by AirBNB.
Sincerely,*** ***

Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint
In order to proceed with our review, please provide the email address or telephone number associated with the account used for the reservation and/or reservation code
associated with this issue
Sincerely,
***
Airbnb

Complaint: ***I am rejecting this response because:You did not inform me on what actions you have made to fix the problemVague launguage tells me nothing about if the bookings made in my name were canceled, nor did you tell me this account is closed completely and indefedently! How is someone supposed to be assured that a company they once trusted has their best interest in mind! Sincerely,*** ***

Complaint: ***I am rejecting this response because:
none of the questionable property listings were amended, corrected or delisted according to airbnb's own policy
a) Property *** still does not provide exact address of the accommodation whilst the owner refused to disclose its location and unit number even AFTER confirmed bookingThe booking was cancelled by the "owner" when repeated attempts to communicate verbally or in person was refused after the payment was remittedIt's questionable whether the person actually owns the property.
b)Property *** is not owned by the current listerI was specifically asked by the "owner" to avoid mentioning airbnb to her neighbors because the property code does not allow sublettingThe personal rental agreement in New York City does not allow subletting without explicit consent by the landlordAnd there's no explicit written consent by the landlord to guarantee the entire duration of airbnb renter's stay will be honored
c)Property *** has a addressThe address listed is in fact a community school as airbnb agent Carter confirmedThe actual accommodation is in an entirely different building across the streetAnd this fact was personally confirmed verbally over the phone by the owner of the listing after the payment was madeThe title of the property is deliberately misleading and misrepresenting the location of the accommodationThe closest junction street is York street, which is blocks away from 2nd avenue, after the 1st AvenueFurthermore, I was asked (again) by the "owner" to minimize contact with neighbors and not to mention airbnb, presumably to avoid landlord's detection and suspicion that the unit is illegally being rented out to 3rd partiesI mentioned these to agent *** who handled the case but no action was ever taken by airbnb
Current accommodation is unacceptableThe condition of my current accommodation is unacceptable for the following reasons:
a) I asked *** if she was the property owner, she said yesAfter moving in yesterday December 21, a unknown man, who introduced himself as Brian (who I took to represent the landlord) knocked on my door and said that *** did not have the express permission from the landlord to sublet her unit out for my stayAnd this was NOT the first time she did this.
b) the steep degree climb of some 30+ flights of stairs to the 2nd floor where the unit is located is hazardous with any medium size of luggage or above to say the leastIt was virtually impossible to haul my some pound worth of luggage upstairs on my ownI received no help from the hostThis very very steep and long climb on very shallow stairs should be explicitly mentioned in the listing to anyone with more than pound of suitcase to carry
c) the general condition of the unit is in disrepair, dirty and is not what photos represent on its airbnb listingNo fancy table as shown in the photo of the listingNo carpet as shown in one of the photosNo curtains on the two big living room windows (looking out to the street)out of the windows panes were pasted with posters ripped form a yearly calendar that can hardly block the sunlightThe 4th window pane is completely transparent without any cover that any onlookers from opposite buildings can peek in without any privacy for the living room activity.
d) No nightstand in the bedroom as shown in the photoInside the bedroom beside a bed, was a desk lamp sitting on the floor that cannot be turned off when being plugged in.
e) Considerable noise comes from the street 24/7, especially into the bedroomThe street is only some feet down belowNo sound sleep is possible
f) cockroaches infested in the kitchen drawers and minimal to no cooking ware is provided except with one boiling pot and one tiny inch frying panThe other cookware were unusable due to the heavy wear and tear/damage on the teflon surfaceOne soup ladle and one frying wok spatula were provided but they cannot work with the crockery already mentionedOne water boiler with heavily lime crusted bottom was providedThere's no kitchen knife for food preparation besides butter knives and a meat cleaverA partially consumed bread lay on the kitchen counter with expiration date of December and I was told by *** that it's okay to eat it.
g)No bed sheets, linens, pillow covers or couch covers were present when I checked inI was asked by *** to accompany her on foot to a local launderette to pick up the necessary linens and towels for the duration of my stay when I first arrived yesterdayNothing was ready or prepared in the room prior to my arrival
h)No light fixture of any kind in the bedroom.
i)The filthiness and numerous stains on both pillows, albeit covered by the covers for now, are hard to ignore
Sincerely,*** ***

Complaint: ***I am rejecting this response because: they rejected to solve the issueSincerely,*** ***

December 29,
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 December 25, We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors
***
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