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

Complaint: ***I am rejecting this response because:
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There was not a refund issued and the chargeback has been disputed? Sincerely,*** ***

November 15,
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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 #? ***
Due to the legal action being taken in this case, and 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

December 8,
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 30, ? We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors
***
Airbnb

October 26,
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Revdex.com Inc
*** *** *** ***
*** ** ***
Re: Case # ***?
We are currently reviewed the facts related to the case number and activly working with the customer towards 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 provided no meaningful response to the points raised, has shown no sense of accountability for their actions, and has provided extremely poor service overallThe lack of their engagement on customer concerns from start to finish ( they are dismissed ) is deeply disappointing I can see from yelp Airbnb is rated one star and anticipate the problem I am encountering here is not atypical
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I hope that for the long term health of your business that accountability and a sense of responsibility for service provided can be revisited.?
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Sincerely,*** ***

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 *** representative is following up with the
complainant directly to address their concernsWe regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.***

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 *** representative is following up with
the complainant directly to address their concernsWe regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.Renea***

Complaint: ***I am rejecting this response because:They didn’t honor the agreement and mid-represented the facts associated with documents forwarded to themThey asked for receipts, they were forwarded, and they mis-read the data forwarded
They need to pay for the receipts they requested to bring this matter to a satisfactory conclusion.Sincerely,? ? *** ***

Complaint: ***I am rejecting this response because:
Airbnb never got in touch with me to resolve these issues.? They did follow up with my friend, who had booked the reservation, and offered her a refund, in accordance with their policy that refunds will be given when correct information is not given about pets residing at the property being reserved.? I appreciate that they did give her a refund.? However, Airbnb needs to take a serious look at its customer service process and vastly improve its professionalism.? I was appalled to spend hours on this issue, cataloging and documenting the fact that my mobile app did not show, when looking at the property, that any pets lived there.? Airbnb should have investigated the matter further itself, rather than continuously telling us we were wrong.? Furthermore, when a representative set up a time to speak with me and then missed our appointment, she should have reached out to me to set a new time rather than closing the case.? Finally, it is unacceptable that Airbnb would not speak to me about this issue, given that I was the guest with the allergy and medical issues as a result of our stay
All in all, we appreciate that Airbnb finally offered a refund.? But, we hope that, in the future, they will resolve to improve their customer service and respond more kindly to their guests, as well as take more effort to investigate matters on their own end -- to ensure then, when a guest suffers from incorrect information about a property, that guest then does not have to spend hours seeking a refund/resolution.Sincerely,Jacqueline Nader

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
We have issued our final decision for this user and we will
disengage from further discussion on this topic
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Best,
***?
Airbnb

Complaint: ***I am rejecting this response because the underlying complaints has not been solvedI am still being charged 50% of the reservation (more than $400) for a falsely advertised reservation that I canceled.Sincerely,*** ***

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 March 5,
? We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors
***
Airbnb

Complaint: ***I am rejecting this response because:
Airbnb has still made zero effort to reach out to me about my account and they also have not fixed my accountNothing has changed since I filed this complaint originallyThey continue to say a representative will contact me directly and that continues not to happenThere have been no phone calls, no emails, and no physical correspondence from themThey have done nothingSince this account was also used for business travel, it has been an unfortunate hardship to lose the ability to book any travel whatsoever using the airbnb platformI continue to ask for nothing more than actual contact from airbnb regarding my account
Sincerely,*** *** * *** ***

Airbnb replied to this user on Feb to her account email address with the following:
"Hi ***,Yes, we have removed the host cancelation reviews that you received from your pageWe have also revised the fee that was corrected to these cancelations."
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,?
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***
Airbnb

November 14,
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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

November 17,
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
On August? 19,
Airbnb sent the following to the guest: ?
“Hi ***,
It is our general policy not to remove reviewsThis is because reviews help to generate an honest portrayal of the variety of experiences that our hosts and guests have with each otherThere are rare instances when we do consider the removal of reviews, as outlined in our content policy: ***
After going over this review, we have determined that it does not exhibit a violation of said guidelines
Let me know if you have any questionsI’m sure that, moving forward, you will receive reviews that positively reflect upon your part in the Airbnb community
Best,
***”
We have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***

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

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 14th?
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We regret any inconvenience that this process may have caused and we wish the
complainant the best in his future endeavors
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Sincerely,
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***
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Airbnb