Airbnb, Inc.

January 23, 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 December 8, 2017 Airbnb sent the following to the guest:
“Hello [redacted],
My name is [redacted], I am the Supervisor of the Airbnb Trip Experience Team. I have been reviewing your case and have decided that I will be overturning the original decision and I will be issuing you a full refund.
Air conditioning was advertised at the time of booking and is still advertised on [redacted] listing. I will be contacting her, to have her update her listing so future traveller's do not run into this issue.
I have processed the additional refund of $314.02 back to the original payment method Visa [redacted].
I apologize that your case was not handled appropriately when you first contacted us, but I'm happy that I was able to review it and rectify the situation.
Please let me know if there is anything else I can help you with.
Have a great weekend,
[redacted]”
Best,
[redacted]
Airbnb

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

As previously started on October 23, 2017, this Reservation was canceled by Airbnb on October 7, 2017, due to the chargeback the customer filed with there bank. Airbnb is unable to support a reservation that the customer has financial disputed.
Once again, we apologize for any inconvenience and recommend the customer contact your financial institution for further advice.
We will disengage from further discussion on this topic.
Best,
[redacted]
Airbnb

Complaint: [redacted]I am rejecting this response because:This trip I am being accused of booking and cancelling is not even listed in my past trips. Had I booked and cancelled I would be able to view it just like my other past bookings. This company is not being compliant and is not taking into consideration that I am stating that I did not book this stay. Regardless of what is being said on their part, I am being charge for something that did not physically book on my part, therefore a refund should be issued. Sincerely,[redacted]

Complaint: [redacted]
To whom it may concern,
We are rejecting this response based on,
1. The facts 
With all due respect, by now it should be unmistakably clear to anyone looking at this case that based on the message exchanges on the Airbnb platform and the Guest's "review" THAT HIS REASONS FOR CANCELLING HAD NOTHING TO DO WITH HIS ABILITY TO ACCESS OUR UNIT.  PERIOD.  In spite of the reasons provided none of the explanations or reasons given had anything to do with our service or our units. (Please note the Guest's open recognition that he was not certain if he even attempted to enter the right unit!)  
2. Allowing canceling Guests that never visit the booked premises to review their Hosts
There is a glaring issue with Airbnb's new policy that allows cancelling Guests that never visit the booked premises to review their Hosts. IT IS A HIGHLY OBVIOUS ISSUE ON THE AIRBNB PLATFORM AND IT MUST BE FIXED.  Once again, by now it should be unmistakably clear to anyone looking at this case that based on the message exchanges that THE GUEST DID NOT ACCESS THE UNIT HE BOOKED.  Therefore, any kind of opinion provided on the cleanliness and value (or any of the other parameters concerning our unit) is false.  Up to this point, Airbnb is allowing Guests with no physical experience with the units to leave public "star ratings" on parameters they had no experience with and even in cases like these where the Guest openly recognized to us over the phone that he realized that the unit's location was not convenient for him and that was his reason for cancelling. 
 
3. These policies damage the online marketplace trust and discourages further investment opportunities
 
This case is crystal clear and Airbnb has attempted multiple times to dismiss the issue, to make us responsible for what happened (charging us the full amount of the reservation cost), and has let the Guest issue false comments and star ratings on our public profile.  However, sadly, this is not a one-off issue. We are members of an online group with over 4,000 Airbnb Hosts around the world and there is a generalized outrage over the way Airbnb has been handling issues like these.  There are many wonderful Hosts around the world who have experienced similar defamatory comments by Guests on their public profiles and that have lost their "Superhost" status over these kinds of issues with severe financial implications. 
We encourage government and unbiased agencies (like the Revdex.com) to look into these matters as it severely damages the trust of online transactions and it discourages investment opportunities in this sector. Nest Away Vacation Homes has also reported this matter to the Federal Trace Commission (ID [redacted] ) and is open to provide further documentation to prove the comments provided.
Sincerely,
Nest-Away Vacation Homes

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

Revdex.com Inc.
[redacted], CA  [redacted]
Re: Case # [redacted]
Regrettably, we are still 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 an active Airbnb account.
Sincerely,
[redacted]
Airbnb

Hello there, I filed a complaint against Airbnb. I am pleased to say that Airbnb just issued me the refund which I was due of 50% of unstayed nights. I think it is thanks to the complaint being sent to the business as it had been over a month that I was chasing them. Thanks for your assistance and I...

wanted to let you know so that you could close the case. Best wishes, [redacted]

Complaint: [redacted]I am rejecting this response because: The response doesn’t address the issue at all. Airbnb believes that allowing me to book another place as a replacement, no matter how painful, unresponsive, and inconvenient that process was along with delays, extra expenses, stress, and endangerment is sufficient. They would only authorize an after-the-fact credit and the only thing that did was make me whole for the price of the rental. I did not receive an adequate replacement compared to be original booking. The service I ordered was not what I received and my biggest frustration is feeling like I didn’t matter as a customer. I’m still extremely upset about the entire endeavor 
Sincerely,[redacted]

Revdex.com Inc.
[redacted], CA  [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 March 28,...

2018.  We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors.
[redacted]
Airbnb

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

December 19, 2017
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.
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

Complaint: [redacted]I am rejecting this response because:
We want to continue to have this complaint reviewed and we want to be paid the $1100 owed to us. We have provided the necessary details that Airbnb is requesting so they can check on this case from their end. As stated in our initial complaint, Airbnb guaranteed that this couch will be protected under their host guarantee for any damage. We were there at the time of check-in and we were there at check out. It was not damaged before check in when we were there, and it was damaged at check out. So we immediately filed the claim at check out that the guest damaged the couch. We have proof of which guest did it. This should not have been denied, we are owed $1100.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Nobody has actually provided a good resolution in this response other than saying someone will get back to me.
I cannot accept this as a solution as it is not one. I received a 100$ coupon applicable toward my next airbnb stay only after speaking to someone about the distress I was under but that is about all that I was offered and truthfully it feels a bit underwhelming, all things considered. I was under severe distress throughout my stay but for a few days in between being the worst of it, where no one got back to me for 4 days and the representative I spoke to did not keep his word that he would call me the very next morning with an immediate solution. I had to call in 4 days later and start a new case with another representative because I was forgotten by the previous one. It was the new one who offered me 100$ coupon which I accepted, as it was the best he could do he said, but I truly feel considering the degree of stress I went through, a stay that was advertised as 'stress-free', was a bit shocking that it was the best they could do. I am hoping for something a bit more agreeable than that, even if it is not a full reimbursement, just something more than a coupon worth 1/8 of my stay. 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

December 1, 2017
Revdex.com Inc.
[redacted], CA  [redacted]
Re: Case # [redacted]
Since the time of the complainant’s rebuttal, we have addressed the complainant’s concerns, and resolved this matter as of November 9, 2017.  We regret any inconvenience...

that this process may have caused and we wish the complainant the best in her future endeavors.
[redacted]
Airbnb

[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 [redacted] 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]

Complaint: [redacted]I am rejecting this response because: 
1) I have a phone record of when I called Airbnb and spoke with them for 48 minutes about all the things I complained about in my letter.  Everything from the front building door not having any security, the code to the apartment being wrong, the elevator out of order and the terrible state of the room.  It's all in my original complaint so I won't repeat myself here.  They are saying I didn't call.  I called the first night I was there and told them everything except the outlet in the bathroom, I didn't know until the next morning that it didn't work when I went to blow dry my hair. 
2) I'm attaching a copy of my cell phone bill where is shows I was on the phone for 48 minutes with Airbnb - line 87 to the Airbnb customer service
(87 Mon Jan 15 11:48 pm [redacted] NOT AVAIL   [redacted] 48:00 - - - - 0.00)
3) a photo of my cell phone messenger showing that Airbnb acknowledged my call and complaint. 
Sincerely, [redacted]
 
 
[redacted]

Complaint: [redacted]I am rejecting this response because:
1. Airbnb accounting system has serious flaws that cause owners to lose thousands of dollars and funds are impossible to recover. 
2. Airbnb representatives each tell you something different regarding Airbnb policies and protocols. There is not consistency. 
3. Airbnb representatives informed me multiple times that once a cohost is deleted, they will no longer receive ANY payouts.  This makes sense because for example, if a cleaning lady quits and is no longer cleaning, she should not receive the cleaning payout.  I followed the representative's advice to delete the cleaning lady [redacted] and add the new cleaning lady, [redacted].  You can see in the screenshot that Airbnb website clearly states that [redacted] will receive all cleaning fees after February 13,2018.  However this did not happen.  Post Feb 13, 2018, Airbnb kept some of the cleaning fees and some they paid to [redacted] who quit before February 13, 2018.  Therefore, even if you delete a cohost/cleaning person, airbnb continues to pay them even though their reps state via phone that once deleted, they are no longer paid. I have a recording of all these phone calls to prove my case.  
4. I have now deleted ALL the cohosts from my account so I should be the only person receiving all the payouts. I have this in writing from Airbnb case manager.  If any payout goes to any past cohost or cleaning fee, I will be holding Airbnb liable for reimbursing me the full amount.  
5. There is a serious flaw in Airbnb accounting systems where past cohosts continue to be paid even if they are no longer assisting in management or cleaning. This essentially means that it is impossible to hire new managers or cleaning people because Airbnb will not pay them properly. 
6. Airbnb's fraudulent and flawed accounting has caused severe stress for me as an Airbnb host.  I have had two cleaning people quit on the job and leave me hanging, solely because Airbnb was not paying them.  Airbnb also was not paying me.  We do not know where the payments went that the guests paid for cleaning.  They claim they paid a past host, but the past host states they also were not paid.  
7. Overall, Airbnb's finances are a completely mess and they should not be using the cohost function if they have not made sure that it is fully functional. 
8. Airbnb's customer support for hosts is horrible.  I have to wait on the phone for at least 20-30 minutes to speak with a representative.  Each representative tells me something different and incorrect.  They then refer me to a different department and have them call me back in 1-3 days.  This representative never has any notes from the previous phone call and I then have to spend another 2 hours explaining my situation. 
9. Due to all the stress, the 15+ hours of phone calls and emails, I expect to be compensated generously for my time and stress. I expect compensation of a minimum amount of $900.  This is for lost income and the 15+ hours I have spent dealing with Airbnb's flawed systems and uninformed staff.  
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because they have given no explanation whatsoever. As a customer, they have completely disregarded me. A business trip with out of town travelers were left without accommodations the day before a conference with no reason, no explanation, no compensation, and now zero concern for any sort of customer service. Sincerely,[redacted]