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, 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

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,*** ***

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 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,*** ***

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

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

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

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,*** ***

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

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,*** ***

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,*** ***

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

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

Initial Business Response /* (1000, 5, 2015/10/20) */
10/20/
*** ***
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 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 Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Airbnb contacted us and agreed on the full reimbursementAnd, that's what I wanted from the beginningI hope this case show them they should review their cancellation process, so new clients in the future doesn't fall on the same gap I was caught
I'd like to say thanks to Airbnb for the resolution, and many thanks for Revdex.com, to be able to reach the proper channels on Airbnb to help me out to escalate and solve with my case
Kind Regards,
*** ***

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: they rejected to solve the issueSincerely,*** ***

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 July 13,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in her future endeavors
Sincerely,
***
Airbnb

We are sorry to hear that the complainant is disappointed in our response
We regret any inconvenience that this process may have caused
We are reaching out today, again, to reiterate our decision
We wish the complainant the best in her future endeavors
Sincerely,
*** @ Airbnb