Airbnb, Inc.

Revdex.com Inc.[redacted]Re: Case # [redacted] 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,[redacted]

January 16, 2018
Revdex.com Inc*
[redacted], CA  [redacted]
Re: Case # [redacted]
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 January 2, 2018 Airbnb sent...

the following to the guest:
“Hey [redacted], unfortunately without any documentation I am unable to process a refund at this time and any refund warranted at the time of checkout would be from the guest cancellation policy*
I can reach out to your host to try and negotiate for a refund but if they are not willing to refund anything I must uphold their cancellation policy*”
We have issued our final decision for this case and we will disengage from further discussion on this topic*
Best,
[redacted]

Complaint: [redacted]I am rejecting this response because: no action taken to help hosts --we can't provide trip insurance in our rentSincerely,[redacted]

Revdex.com Inc.
[redacted]
Oakland, CA  94607
Re: Case # [redacted]
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 January 23, 2018 Airbnb sent the following to the guest:
“Hi [redacted],
[redacted] here at Airbnb, I hope my message finds you well. I am following up with you regarding your Revdex.com case.
Thank you for your detailed feedback and we're sorry to hear about your experience.
Reviews are designed for our users to share their experience with the community and to assist fellow travelers and hosts in making informed decisions when booking. In order to ensure that reviews are constructive and uphold the spirit if the Airbnb community, we have basic guidelines that apply to all reviews posted on our site.
Guests are not allowed to use reviews as leverage when requesting that their host provide a refund, additional compensation, or a reciprocal positive review. Based on the information we have seen, including the message "... I am sort of hoping that you might see your way to refunding us for (at least) Friday night's rental fee. Perhaps we can 'make a deal' whereby you refund us something and in return I will not post anything on AirBnB about your rental. I hope that is a 'fair compromise'." you sent to your host, it is in our community’s best interest to remove the review you posted as it breaches our policies and standards. You may view our Review Guidelines here:
[redacted]
Best regards,
[redacted]”
We have issued our final decision for this case and we will disengage from further discussion on this topic.
Best,
[redacted]
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 January 3 2018 with a refund in full.  We regret any inconvenience that this process may have caused and we wish...

the complainant the best in his future endeavors.
Sincerely,
 
[redacted]
 
Airbnb

Complaint: [redacted]I am rejecting this response because:
Airbnb has stated that they have "made their final decision and will no longer engage." However, airbnb never told me about any decision. They told me multiple times my account was locked out in error due to technical issues. Clearly, on top of everything else they have done that is questionable, they also lie. I was not advised of any decision. I was never told what the issue was. I was never told there was even a problem on my end. I was told only that someone would get back to me, time and time again, and that NEVER happened.
At this point, I do not care to hear from airbnb. I have no desire to give my money to a company that engages in such shady activity and has absolutely no concern for or interest in their long-time customer base. I have taken my business to HomeAway and will encourage everyone I know, both professionally and personally, to do the same. Airbnb was once a quality company with excellent service. It's a shame that has changed but the decline has been obvious for some time and the internet is filled with similar complaints.
This is, hands down, the worst I have ever been treated by a company I have spent thousands of dollar with for years without issue. Good riddance, airbnb.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:I never received the Thursday message they wrote about. I am not computer savvy so I will regular mail bills instead of scanning and send Registered. In addition, the tone of the e mail continues to show a bad attitude. I have decided , since our vacation was cut short as a result of their inaction, to bill them for the hotels we stayed in after leaving the place we finally found.In the end , we couldn't afford to stay until our original date with airbnb of 3/8. We were forced to cut our trip short.
I find I must pursue this matter to a better resolution since they are also talking about the difference in price. Sincerely,[redacted]

November 7, 2017
Revdex.com Inc.
[redacted]25
[redacted], CA  [redacted]
Re: Case # [redacted]
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, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
[redacted]
Airbnb

Complaint: [redacted]I am rejecting this response because of Airbnb unwillingness to cooperate on the resolution of this matter.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
1. The matter is not resolved, in that I have not been given a direct and honest explanation of Airbnb's currency conversion fee.
2. The individual who supplied the most recent comment from Airbnb ("[redacted]") has not reached out to me as claimed.
Sincerely,[redacted]

RE: [redacted] this was a recent complaint I presented to you against Airbnb in San FranciscoI commend you and thank you as they have given me a full refundI know it was after you contacted them with the complaint as they made reference to it in an emailThank you so much[redacted] Broker/Owner,

Revdex.com Inc.
[redacted]
Re: Case # [redacted]
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 caused.
 
Best,
[redacted]
Airbnb

October 26,2017
 
Revdex.com Inc.
[redacted], CA  [redacted]
Re: Case # [redacted] 
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.
[redacted]
Airbnb

December 29, 2017
 
Revdex.com Inc.
[redacted], CA  [redacted]
Re: Case # [redacted]
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,
[redacted]
Airbnb

Complaint: [redacted]I am rejecting this response because:Airbnb has not provided solution to the problem. Sincerely,[redacted]

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 6, 2018.  
 
We regret any inconvenience that this process may have caused and we wish the...

complainant the best in his future endeavors.
 
Sincerely,
 
[redacted]
 
 
Airbnb

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I hope to hear from the company about the given issue ASAP.Sincerely, [redacted]

*** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** Hello, I request closure of complaint #***
Business has resolved to my satisfaction

Complaint: [redacted]I am rejecting this response because: Airbnb has not confirmed that (1.) the host is being held accountable for the funds being refunded to me, and thus I can still assume he is double-profiting and being unjustly enriched for wrongful action under their own policy's terms, and (2.) they will put forth due effort to improve the long-term cancellation policy on behalf of future guests. While I appreciate the refund being provided in full, this does not justify the opportunity cost of three weeks where this money was withheld from me by the host and Airbnb, nor does it account for the time and energy I was forced to utilize in resolving this matter. Airbnb claims to be an organization keenly aware of and invested in fantastic customer experiences, and their handling of this situation does not demonstrate such a claim.
Since Airbnb did not provide an avenue for a direct reply to their private response to me, I will use this as an opportunity to provide further feedback. It is insulting to me, and I can predict to many other guests and hosts, that Airbnb's customer experience staff consistently provides reference to standardized policy terms and FAQs instead of responding directly to specific questions and comments. Additionally, regarding point (2.) above, at minimum Airbnb must require hosts to provide refunds to guests, no questions asked, who have cancelled long-term stays in accordance to any number of re-booked dates. Airbnb is not a platform for hosts to double-profit, or profit without providing value under any circumstances. If a guest cancels prior to the check-in date, and the host is able to re-book nights, the proceeds must go toward a refund of the guest who previously cancelled those nights that overlap. Otherwise, the host has every incentive to mislead guests into booking long-term stays that might need to be cancelled, plus the platform itself provides an opportunity for arbitrage.
There then ought to be a scaling factor relative to the amount of time between date of cancellation and the date of check-in, if nothing more. For any cancellation with more than 30-days' notice prior to check-in, the host has an entire month or more to re-book the lost nights. To force a guest into paying 30-days' worth without *any* opportunity for refund is outright absurd.
Finally, I concede that Airbnb did refund the requested amount in full, as aforementioned. However, given the three weeks of forgone opportunities to utilize these funds elsewhere, the time and energy wasted by myself and my independent legal counsel, in resolving this matter, I cannot accept this refund alone as equal and just restitution. I am sincerely disappointed by the policies Airbnb has chosen to employ and uphold, as well as the representation of the company by its customer experience team, and will continue to share my very negative experience with anyone considering Airbnb for long-term stays.
Regards,[redacted]

Revdex.com Inc.
[redacted], CA  [redacted]
Re: Case # [redacted]
If you'd like to cancel your Airbnb account, login and visit [redacted], and click, "Cancel my account".
We regret any inconvenience that this process may have caused the...

complainant and we wish them the best in all their endeavors.
Sincerely,
[redacted]
Airbnb