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 20, 2017...

Airbnb sent the following to the guest:
“Dear Ms. [redacted],
Thank you for your feedback.
We understand your position and there is no doubt these issues are complex. We can assure you that we’ve been very thoughtful in drafting our rules regarding this matter and have made the decision we feel is best for the safety of the Airbnb community.
We encourage you to carefully review information about account deactivations here: [redacted]
Should you choose to dispute the decision regarding your public records, please follow the instructions in our original email by providing us any legal documentation surrounding your public records.
Once you have done so, reply to this email along with the associated legal documentation and we can reconsider your account removal. We will be closing this matter until further documentation is received.
Thank you for your cooperation and understanding.
Respectfully,
[redacted]”
We have issued our final decision for this case and we will disengage from further discussion on this topic.
Best,
[redacted]

Revdex.com Inc.100 Broadway Suite 625Oakland, CA  94607Re: Case # [redacted]We have reviewed the facts related to the case number and are currently working with the user towards a proposed resolution.In accordance with our privacy policy, the [redacted]...

representative will continue to 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]

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 his daughters account who made...

the reservation.
Sincerely,
 
[redacted]
 
Airbnb

December 26, 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.
On November 29, 2017 Airbnb sent the following to the guest:  
“Hi [redacted],
Thank you for contacting us.
As explained in our previous email, for an incident like this to be eligible for payment using the security deposit, a host must report the damage or loss to Airbnb within fourteen (14) days of the reservation’s checkout date or before the next guest checks in, whichever is earlier. If we aren’t notified within this timeframe, we cannot identify the responsible party, and therefore cannot be sure the reported damage or loss was caused by an Airbnb guest.
In this case the claim was open after 14 days.
This information is provided in our Help Center, here: [redacted]
All the best,
[redacted]”
We have issued our final decision for this case and we will disengage from further discussion on this topic.
Best,
[redacted]
Airbnb

December 18, 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 to the email address on file for the applicable profile, and resolved this matter...

as of December 11, 2017.  We regret any inconvenience that this process may have caused and we wish the complainant the best in her 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

Complaint: [redacted]I am rejecting this response because: I haven't received contact from the business yet so I can't accept The Business Response at this time. Waiting for the business's actual contact. 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.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]

Complaint: [redacted]I am rejecting this response because: Airbnb has not agreed to (nor have they even directly acknowledged) either of my proposed resolution stipulations. Further, they continue to communicate in an opaque and dishonest manner.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Airbnb made my birthday trip a very difficult one by not listening and taking care of my issues for over a week. I appreciate the last rep stepping in and handling my issues - but the company got to do better and for that, I don’t accept their response. This host should be removed from their website, period!! And lastly - that house is not 7500 square feet of usual even space and no one told me this house configurations prior to arrival and it made it somewhat difficult to accommodate my guest (the rooms was much smaller than I initially thought from the lack of photos). Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
the guest damaged my property and I’ve been waiting 2 weeks. Every time I try to call and have them cover the cost of my home, they hang up on me (after I waited 1-2 hours to speak to someone) or they say they will call me back and it NEVER HAPPENED!!Sincerely,[redacted]

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 June 6, 2018.  We...

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

November 22, 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.
On November 22, 2017 Airbnb sent the following to the guest:  
“Hi [redacted],
Thanks for your patience. We’ve reviewed your dispute request, and have reactivated your account. You now should be able to log in and access your account as usual.
Best,
[redacted]”
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: my email address for my account is [redacted]. My phone number is ###-###-#### and my name is [redacted]. Please do not tell me that you can not find my account when I just made a reservation two weeks ago and have called your customer service number several times for tis issue. Sincerely,[redacted]

On March 15th, Airbnb emailed the user the following:
 
"Hi [redacted],We wanted to reach out to you regarding your Airbnb account. After a routine review, we regret to inform you that we are no longer able to support your Airbnb account due to violations of our Terms of Service. You can find...

additional information about our Terms of Service here: [redacted].As a result of this determination, we have permanently deactivated your account. Please note that any upcoming reservations will be canceled for a full refund and all affected parties will be notified. Additionally, further account support will no longer be available.For more information about account deactivations, please visit: [redacted].
We hope you understand that this decision is exercised at our sole discretion and that we are not obligated to provide an explanation as to the action taken against your account, nor are we liable to a user in any way with respect to deactivating or canceling his or her account.We apologize for any inconvenience this may have caused.Respectfully,[redacted]
 
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 his future endeavors. Sincerely,[redacted]
Airbnb

Complaint: [redacted]I am rejecting this response because:posting how many days out a host cancelled is not enough of a review. Especially when they held the booking for just about 7 months. 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 January 24, 2018 Airbnb sent the following to the guest:
“Hi [redacted],
My name is [redacted] and I am a supervisor on Airbnb's Trip Experience team. I wanted to follow up with you regarding your Revdex.com case [redacted]. Thank you for your detailed feedback.
First, I'm sorry for this experience. I do wish there was a way for you to see the balance on the gift card before inputting your credit card information, but there is no other way.
To add a new gift card to your account, go to: [redacted], click Redeem a Gift Card and enter your code.
Please let me know if you have any questions.
Best,
[redacted]”
To date, we have not received a response from the user.
Best,
[redacted] 
Airbnb

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...

February 12, 2017.  We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors.
Best,
[redacted]
Airbnb

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 [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.Danielle[redacted]