Airbnb, Inc.

Complaint: [redacted]I am rejecting this response because: they refuse to cooperate with me and issue a refund after I have sent them more than enough proof that I was in an unsafe and unsanitary living space for the week. How can they allow and rent a place where their clients have loud [redacted] in the living rooms. It’s very unnatural. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
We contacted AirBnB several weeks ago.  They took our compliant and have not responded to any of our communication attempts since
then, including phone calls and emails.  We feel strongly that the Revdex.com should continue to be involved until a resolution is achieved.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: your case manager cancelled the reservation without providing the full refund. Your representative  did not seek prior approval from me to make this change without fulfilling what I requested.  Please have the case manager issue the full refund.  I have already provided the handicap license from the DMV and the doctor’s bill for the knee surgery.  My dad is a U.S. veteran and gets treatment at the VA Hospital, and they are completely booked for the next three months. Sincerely,[redacted]

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 February, 21, 2018 Airbnb sent the following to the guest:
“Hello [redacted],
My name is [redacted] and I'm a manager for Airbnb's Premium Support Team based out of Portland, Oregon. I'm sending an email your way to follow up on your Revdex.com case # [redacted]. First, we want to thank you for taking the time to let us know about your experience, and I'm terribly sorry things didn't go the way you were expecting.
I've reviewed all related information to this case and I'm afraid we are unable to honor the refund you are requesting, and I'll explain a bit further below. That said, I am including a voucher for you in the amount of our service fees for this booking, or $52 USD as a courtesy for the less than ideal trip experience you report. You'll find those details below.
The reason we are unable to override your host's decision to issue you a refund in this instance is that the stipulations of our Guest Refund Policy (link also included below) were not adhered to. The two major we have of guests in scenarios like the one you report is to 1.) make contact with your host in the message thread to address any concerns you have, allowing them the opportunity to amend the concerns 2.) contact us, documenting the situation and allowing us to step in to mediate and support you if need be. As an unbiased third party, we are not in the position where we can weigh in or verify the conditions of a listing if these steps are not followed.
I know this isn't the answer you're looking for, but I do hope our policy makes sense in regards to our abilities. I also hope this leaves you best equipped for any future travels. While issues like this are rare, it is good to be prepared - and myself and my team are standing by around the clock to support you in the moment, should you need it.
Thank you again for taking the time to reach out about your experience, and for being a part of the Airbnb community. I hope all else is well.
[redacted]
Coupon code: [redacted]
Value: $52 USD
Expires: Feb 21, 2019
Best,
[redacted]”
We have issued our final decision for this case and we will disengage from further discussion on this topic.
 
Best,
[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
Airbnb refunded me for all the out-of-pocket money I have paid to make the new reservationAnd this is satisfying enough at the momentI will be posting a detailed review on the host page, to make sure all the future guests get a basic idea of the service they will be getting from this reservation in particularThe only thing against the business, is that they haven't responded in any satisfying way till I started to file complaints and threatened to take legal actions !! Business reliability would have been much higher if they tried to solve the problem before it becomes public !!Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:
Althought the business made an attempt to address the issue they did not do the right thing.  I was wronged in the matter and the business found it more important to nickel and dime me out of the extra $200 I was owed due to the incorrect decisions of their staff.  I fail to understand how someone who generates nearly $100,000 for a company per year is treated like this.  It’s a shame. Very simply not good business.  
Sincerely,[redacted]

January 23, 2018
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. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
 
Best,
[redacted] 
Airbnb

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 June 29, 2018 [redacted] sent the following to the...

guest:“Dear Ms. [redacted],Thank you for your message. We understand your situation and must refer you back to our prior communication on disputing the information we’ve been provided. Please initiate the dispute process directly with the consumer reporting agency as outlined in the previous email.Should you move forward with a dispute of the information contained in the report, you'll need to reference Application Unit ID #: [redacted]Again we ask that you follow the instructions provided in our previous email.As per our Terms of Service, [redacted] reserves the right to make the final determination with respect to such matters. We apologize for any inconvenience this may have caused and must inform you that further account support will no longer be available until an official dispute has been opened and resolved via the information provided. Thank you for understanding and kind cooperation.Best regards,[redacted]” We have issued our final decision for this case and we will disengage from further discussion on this topic.Best,[redacted]

As perviously mentioned, 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]

Complaint: [redacted]I am rejecting this response because this was a false, disparaging review that can be proven as such from the other many reviews on my listing. It will also deter future sales from the rental which is unacceptable.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because you did not address my complaint. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because Airbnb is not being fair in this case. The host could have at least given us 50% of the rental fee back. We never stayed on the property and we reached out to the host in good timing and cancelled quickly which would allow the house enough time to find another guest. I am completely disatisfied with Airbnb’s decision to support a policy in which this situation should be considered an exception. I did my due diligence to cancel quickly and communicate the issue with the host. This is a lot of money and it’s going to waste. I did not even stay on this persons property.Sincerely,[redacted]

December 18, 2017
 
Revdex.com Inc.
[redacted], CA  [redacted]
Re: Case # [redacted]
 
In accordance with our privacy policy, the Airbnb representative handling this case following up with the complainant directly to address their concerns.
Again, 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:Airbnb did not resolve this issue. They did not call me as they said they would, they did not provide a alternate location to stay as they promised they would and I have not been contacted by Airbnb with resolution. Sincerely,[redacted]

December 18, 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 providing the information requested.  The identifying information is as follows:
Name: [redacted] & [redacted]
Numbers on the account: [redacted] and [redacted]
Email: [redacted]
The guests name was [redacted] and he checked out on July 31st
The reservation code is: [redacted]
Sincerely,[redacted]

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: email associated to account is [redacted] you may ask a french speaking specialist supervisor to call number associated to this accountSincerely,[redacted]

December 1, 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 18, 2017
 
Revdex.com Inc.
[redacted]25
Oakland, 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