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, 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

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 April 24th. 
 
We regret any inconvenience that this process may have caused and we wish the complainant...

the best in her future endeavors.
 
Sincerely,
 
 
 
[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

Complaint: [redacted]I am rejecting this response because:
1. Airbnb still has not corrected their accounting structure for cohost payments
 
2. Airbnb informed me that the cohost [redacted] would only be paid the 15% for reservations made while she is a cohost. However, they paid her 15% for ALL reservations after she was added as cohost.  I lost 15% of the income on all reservations made prior to adding [redacted] as a cohost and Airbnb refuses to compensate me.  Over the phone their representative reassured me multiple times that cohosts are only paid percentage for reservations made while they are a cohost  
Sincerely,[redacted]

November 20, 2017
Revdex.com Inc.
[redacted], CA  [redacted]
Re: Case # [redacted]
Regrettably, we are still unable to locate a profile with the updated information provided within the complaint. In order to proceed with our review, please confirm and then 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: I had a contract with Airbnb for $485.00 that was not paid out even though they blocked my Calendar from being booked. For the exact same scenario Airbnb had paid me out before:
Ref: Email from [redacted]., Mar 16, 17:02 CDT. 
Hi,
My name is [redacted], and it was a pleasure speaking with you today.
I want to apologize again for the way that the case was handled and I am glad that we were able to rectify this today.
I was able to process the difference between the payout you are currently receiving, and the payout that you would have received prior to the alteration being made. This amount comes out to $220. You can view this in your Transaction History in the "Future Transactions" section of your dashboard.
Please let me know if you have any additional questions. Reply back to this email within 48 hours and it will come directly to me. If after 48 hours, the email will be routed to another member of my team and they will definitely be able to help you as well.
Warm Regards,
[redacted]
 
Thanks

Revdex.com Inc.
[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:
We were not contacted by AirBNB directly regarding this complaint.  
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: It lacks any degree of professionalism on AirBnB's part.  The Revdex.com has read my complaint and has seen the response(s) from AirBnB.  No accredited organization that allows 3rd party groups to use it website for advertising would tolerate "Bait-and-Switch" and then hide behind the vail of "While we admit the PRINTED rate was incorrect, we don't supervise listings for accuracies, we can't honor it because it wasn't our fault, your credit card was never charged so no harm-no foul"  Trust is one of the most important factors in using a website.  Please consider that when attempting to book a place with AirBnB and know that in my situation - I booked a rate but was later told the rate would be double and AirBnB would not stand behind the consumer.  I'm sure other booking services have different more ethical business practices and ultimately the consumer will vote with their business.  I know I will never use AirBnB again.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I will wait until a resolution has been resolved and I'm given what had been promised by Airbnb to accept the response
Sincerely,[redacted]

One of the guests who booked my apartment through Airbnb filled the toilet with sanitary towels and completely blocked it up. The building management sent a plumber around to fix it. They then charged me for their time and for the cost of the plumber. I provided all of the details and receipts and incident report from the management company within the time frame determined by Airbnb and they still refused to cover the costs under their host protection guarantee. Airbnb were anything but supportive in this case. Rather than be helpful and try to get this issue resolved they added ever more ridiculous demands in order to squirm out of paying for the repair costs. First they wanted a photo of the sign in the toilet which tells guests not to flush sanitary products. I had to get the management company to go and photograph this - at my expense since I was not in the country. Then they wanted an incident report. The management company did that. But Airbnb insisted that they got an incident report from the plumber who was hired by the building management company. I don't deal with the plumber - I deal with the management company. They are the ones who went round to the property and tried to fix the toilet and then ultimately had to hire the plumber, they are the ones who dealt with the incident, they are the ones who have invoiced me and ultimately they are the ones who I have to pay. To have this much trouble arise from renting a place on Airbnb is bad enough already. But Airbnb Trust & Safety are completely crooked. They will do anything in their power not to pay a dime for any damage done by guests. Their only job seems to be protecting Airbnb from doing what Airbnb promise hosts they will do, IE: cover any damage done by guests.
I would like Airbnb to cover the costs of the repair to the toilet that arose from misuse by a Airbnb guest as per their host guarantee

October 10, 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

Revdex.com Inc.[redacted]Re: Case # [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 21, 2018.  We...

regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors. [redacted]

Revdex.com Inc
[redacted]
Oakland, 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 April 23, Airbnb sent the following to the guest:
“Hi [redacted],
Thanks for reaching out to usMy name is [redacted], and I'm a Senior Trust and Safety specialist at Airbnb
The $charge was for a booked reservation on your duplicate accountThe reservation was then canceled after cheby someone who had access to your accountAfter a complete review of your account, we have not found any signs of fraudulent activityThe cancellation reason was an extenuating circumstance, however, no specific reason was providedFor those reasons, the last-second cancellation does not qualify for a refund under our guest refund policy
Your experience and request for a refund have now been taken into careful considerationGiven the information provided by all parties involved, our original decision will be respectfully upheld and this case is now considered closed
Best,
[redacted]”
We have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
[redacted]
Airbnb

Complaint: [redacted]I am rejecting this response because business did not provide any solution and simply disregarded my complaint all together.Sincerely,[redacted]

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.
On February 19, 2018 Airbnb sent the following to the guest:
“Hi [redacted],
I hope this message finds you well. My name is [redacted] and I'm a Supervisor at Airbnb. I've been investigating your Revdex.com case #[redacted].
At the time of booking, our system creates a Snapshot of the details of each reservation. After researching, I can see that the listing, "Penthouse Loft Heart of Portland" showed there was a dog on the premises under the house rules, "You must also acknowledge dogs live on this property." There is also a photo of the dog next to the bed.(Photo 4 of 9.) Furthermore, the listing also states that it is a private room within a condominium. I have attached screenshots of these three things for you to consider.
Having said that, I do recognize that you are a new user to Airbnb, and might not have known where to find this information. I'm happy to refund you the $189.50. As there was no fault of the host, this refund comes directly from Airbnb. You will see it reflected in your Paypal account shortly.
Please let me know if you have any questions. I hope that you can find an Airbnb in the future that better fits your needs!
Kind regards,
[redacted]”
We have issued our final decision for this case and we will disengage from further discussion on this topic.
Best,
[redacted] 
Airbnb

Complaint: [redacted]I am rejecting this response because:I was partially refunded. Sure them offering me money would be their response to the issue but I still want to make sure that this doesn’t happen again. There are many others this has happened to as well and it needs to end.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: The representative stated they were issuing their final statement without issuing a final decision. I do not know what their intentions are due to lack of explanation. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: There has been no attempt at resolution.Information requested by [redacted]account name: [redacted] & [redacted]email:[redacted]phone: [redacted]
Sincerely,
[redacted]

[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]