Airbnb, Inc.

Complaint: ***I am rejecting this response because: AirBnB has made no effort to contact us or return our calls. Can the Revdex.com please arrange for them to talk to us or at least provide us with the name of a person who will talk to us and not ignore our repeated attempts to contact them. This has been going on for months now.Sincerely,*** ***

We are sorry to hear that the complainant is disappointed in our response
We regret any inconvenience that this process may have caused
We wish the complainant the best in their 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 August 4,
We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors
Sincerely,
Airbnb

Initial Business Response /* (1000, 5, 2015/10/03) */
October 3rd,
Maite ***
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
Airbnb collects guest payments from the moment they make a reservation and waits until hours after arrival before releasing funds to the hostThis way, guests and hosts can feel confident knowing that Airbnb will process and deliver payments when a reservation is honored
Once a reservation is accepted, the guest receives the listing information including address and is charged the full amount of the reservation
Based on our records, the complainant accepted a reservation and did not cancel it until her guests arrivedAs per policy, Airbnb issued a full refund to her guests and no payout was issued to the complainantRegrettably, we are unable to provide a letter as the complainant has requestedHowever, we have sent a letter to the complainant's email address on file reflecting that there are no active listings & no upcoming reservations
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

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 1,
We regret any inconvenience that this process may have caused and we 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 *** ** *** **
We regret any inconvenience that this process may have caused and we wish the complainant the best in
her future endeavors
Sincerely,
Renea
Airbnb

On May 24, Airbnb emailed you the following:
"Thank you for your detailed feedback and we're sorry to hear of your experience.Please know that these situations are extremely rareHowever, I completely understand the hardship of a host cancellationWith that, I wanted to contact you so you know that I am here to connect you with another representative who will provide you with booking support and explain how Airbnb intends that support moving forward.We do take cancellations seriously as they can cause a big inconvenience to our guestsI encourage you to explore the available options on Airbnb and proceed to contact several hosts to confirm their availabilityYou can use the secure messaging service on our platform to find out more information about a listing before committing to payment by submitting a reservation request.Just click "Contact Host" found under the host’s profile in each listing page where it says "About Host," it is a red buttonThis will allow you to send a personal message to the hostOnce the host responds, you will receive a notification message in your email and can continue correspondence through the siteIf your host is available, he or she will send a pre-approval and you will have an opportunity to complete the booking of your choice.I'm very sorry for this unexpected surpriseGuest experiences are paramount to Airbnb and I am truly sorry to see that was not the case during your reservation but then also with your communication with Airbnb.Rest assured, your case is in good hands. Please let me know if I can connect you with another representative who will provide you with booking support."
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,
***, Airbnb

September 17,
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
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

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 May 10,
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
We regret any inconvenience that this process may have caused and we wish the complainant the best in her 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 July 30,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in her future endeavors
Sincerely,
***
Airbnb

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is NOT satisfactory to me
I went through this with Airbnb multiple timesThis is unresolved until someone explains to me why they couldn't deal with this mess when it first happenedIt was a fairly large amount of money and Airbnb did not speak to me about why I wouldn't receive my money.
Sincerely, *** ***

Complaint: ***I am rejecting this response because: They have communicated with me and advised they could not reverse the charge because I had a charge back on the account. The bank has closed that and I forwarded them that information. I am now waiting to hear back from the. I do accept of course but have not been credited the amount as of today. I so appreciate all your help, and I want this to be over but it is not Sincerely,*** ***

July 17,
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 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

Complaint: ***I am rejecting this response because: I have not received any response nor a phone call in reference to the bad experience I had with the representative honestly I feel like it was unacceptable!Sincerely,*** ***

Complaint: ***I am rejecting this response because: Airbnb's decision is based on fraudThey essentially stole $from my account without my permissionThere is no reason for this, other than the lies of the person who wanted her money returned so she could stay with her friendI recommend against using Airbnb and give them an F.Sincerely,*** ***

January 16,
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 January 8, We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors
***
Airbnb

Initial Business Response /* (1000, 15, 2015/09/10) */
September 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
Regrettably, we do not have an associated account with a reservation linked to this email address
In order to review further, a valid email address or reservation code number for this matter would need to be provided
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
Initial Consumer Rebuttal /* (3000, 19, 2015/09/11) */
Email on the reservation is: ***@gmail.com and reservation # ***Thanks
I have been given partial refund and a coupon for the next stayI am NOT happyI need a full refund for the money I paid for the service that has not been made available to meI have no interest in coupons for further stays - I will not come back to AIBNB because I don't see them being honest with me and, actually, keeping ove $of my money
Final Business Response /* (4000, 21, 2015/09/16) */
September 16th,
*** ***
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
In accordance with our privacy policy, we are unable to provide any further information as this complainant is not an authorized point of contact or accountholder per the information provided
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

Initial Business Response /* (1000, 15, 2015/07/09) */
This claim appears in our records as responded to on June 29,
While we maintain the assessment of the compliant's claim, we have considered her proposed resolution
As a one time concession we have refunded her in
full
Kindly,
*** C

March 16,
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, 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
Sincerely,
***
Airbnb

December 21,
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