Airbnb, Inc.

Complaint: [redacted]I am rejecting this response because: my email address associated with the coupon is [redacted]. My phone number is [redacted]. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Airbnb's Response:
Hi [redacted],
I hope this message finds you well. My name is [redacted] and I have received your Revdex.com case for review.
I'm sorry to hear you experienced this. As you are already aware, hosts on Airbnb set their own prices. You will always see the exact price you will pay before entering your payment information. There has been no transaction between you, Airbnb, or the host, [redacted]. Had you booked the reservation, and [redacted] then asked for more money, Airbnb guarantees that you wouldn't pay more for that booking than the initial transaction.
It looks like [redacted] is new to the platform, and he may not be aware on how to correctly set his pricing. I'm happy to reach out to him to educate him so this same situation doesn't happen to others in the future.
As a third party platform, Airbnb is unable to review every host's calendar for accuracy, and heavily rely on the hosts themselves to maintain them. I understand this can be a pain point for experienced travelers like yourself. As stated before, had there been a transaction, Airbnb could guarantee you wouldn't pay more for this booking. As there has been no such transaction, Airbnb cannot honor a price that the host is unwilling to accept.
Sincerely,
[redacted]
 
Unfortunately, AirBnB - has missed the point completely.  I realize nothing has been booked to my credit card I don't expect AirBnB to check every posting for accuracies.  What I do expect is that a professional organization like AirBnB would force that job onto the owners posting and then hold them accountable for misrepresentations.  AirBnB's position that it there was "no harm no foul" lacks any common professionalism.  It seems as though AirBnB does not care that Owners can advertise bogus rates to lure in people and that "Truth in Advertising" doesn't apply to them.  Hotels.com, Kayak.com, etc. all are 3rd party sites like AirBnB.  The rate that they display may be different for all 365 days per year but I bet if I entered a date range for a possible stay - the rates quoted would be accurate and that I would not get a follow-up email that says "Whoops - the rate is really doubled".   If AirBnB allows this practice, it is a waste of your time to research places to stay as the price quoted on the website may actually be different (doubled in this case).  My advice - use a different more reputable website that honors its offers...[redacted]
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
though we got the value of our gift card applied to our stay the ability of customer service and management to solve our problem was almost nil. Through the good graces of the individual renter that listed through Airbnb, we were able to eventually get our original reservation at the original price. At every turn Airbnb could not apply the gift card credit to our account. The required us to cancel our reservation which caused a drastic price increase in the reservation and the gift card could still not be applied to a new reservation. Airbnb was polite and apologetic and completely unable to assist without extensive efforts of the renting party. After multiple days and phone calls we got our reservation and gift card applied but have lost confidence in Airbnb as a business and certainly would warn all customers away from their gift card program!  
We appreciate all the assistance from Airbnb employees but their system is set up for taking our money with zero ability for their employees to assist with accounts issues. Very disconcerting and we’d like other consumers to be aware. 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 January 30, 2018 Airbnb sent the following to the guest:
“Dear [redacted],
Since it has not been possible to contact you by phone, I would like to continue the conversation about your case through this medium.
 
First of all, I am very sorry for the experience you have had during your reservation with Pinky. I understand that elements such as privacy and security are sensitive issues, especially in long-term reservations like the one you have currently active with your host.
 
I have been able to confirm that you have had reservations in the past in the same place and, according to your comments, you seem to have enjoyed pleasant stays in your accommodation. I feel that this could not be repeated on this occasion.
 
However, a series of conditions must take place in order to apply our Guest Reimbursement Policy:
 
1) Contact Airbnb within 24 hours after the start of the reservation or when the problem is found.
2) Not having caused the problem directly or indirectly.
3) Have enough documentation to be able to prove the problem found (videos, photographs, etc.).
4) To have carried out all reasonable efforts to try to remedy the situation with the help of the host before making the claim, which includes having informed him about this issue through the messaging system of our platform.
 
Here is more information about the Guest Reimbursement Policy:[redacted]
 
Unfortunately, the evidence you have given us does not seem conclusive and, at the same time, [redacted] insists that You did not contact her to try to resolve the incident (there is also no record in the message thread). We can not verify that the remains found in the bathroom were caused by the hostess, since you had used it during your stay. In this way, we can not send you a refund for the reservation that is currently active ([redacted] - with departure on January 31).
 
On the other hand, your next reservation with [redacted] is scheduled to begin that same day, January 31, for a duration of 40 nights ([redacted]). Since the duration of the reservation is greater than 28 days, the cancellation policy is for a long stay. All guests can see the cancellation policy of the accommodation they reserve before making the payment. The system requires an explicit acceptance of said cancellation policy before proceeding with the payment.
This cancellation policy implies that, in the event of cancellation, the first 30 days will not be reimbursable and any sending of money outside this policy is at the disposal of the host. Here is more information about the long stay cancellation policy:[redacted]
 
In case you finally decide not to continue your stay with Pinky, I suggest you request a refund through the Airbnb Resolutions Center. I am sure that you can reach an agreement that satisfies both parties. You can get more information about the Resolutions Center here: [redacted]
 
Again, I would like to apologize again for any inconvenience you may have I could suffer during this time. Do not hesitate to respond to this message if you need help with any other question, our Travel department specialists will be happy to help you.
 
I hope you have a fantastic day.”
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], 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 May 14, 2018.  We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors.
[redacted]
Airbnb

November 16, 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 October 10, 2017 Airbnb sent the following to the guest:  
“Hi [redacted],
We understand that cases, such as this, can be a challenge for all involved parties. However, when issues such as this are brought to our attention, we will institute a final decision based on the policies that govern all transactions made via our marketplace.
In light of these policies, the reservation record, and the information provided by both parties, we have issued a final decision, and we will uphold it accordingly. We know that this may not be the outcome you had desired, but we have deemed it the fairest decision in light of the details and documentation provided to us.
Thank you for your cooperation during the mediation process and for your valued time and contribution.
Best regards,”
We have issued our final decision for this case and we will disengage from further discussion on this topic.
Best,
[redacted]

December 1, 2017
 
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

Complaint: [redacted]I am rejecting this response because: 
This complaint is for Reservation Code: [redacted]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 poof of which guest did it. This should not have been denied, we are owed $1100.
 
In addition to this complaint, we have another one with the Reservation Code: [redacted]We spoke with a case manager and have written permission from airbnb on the message thread that we are allowed to charge for early and late checkins and that we could do that through our security deposit. We have this in writing from airbnb and we followed the exact procedures of what we're supposed to do to get reimbursed for that money and we have photo shots of them checking in early and we are owed $50. 
Sincerely,[redacted]

[redacted] I just wanted to inform you that claim # [redacted] has been resolved. After 3.5 weeks Airbnb has finally refunded me for all...

unauthorized charges. I never receive any call or update from them but was recently refunded. I am glad that is done with. Please close this case or let me know what I need to do to close it. Thank you so much for all your time and help. Have a wonderful day. [redacted]

January 23, 2018
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 January 10, 2018.  We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors.
[redacted]
Airbnb

Complaint: [redacted]I am rejecting this response because:
 
Airbnb has not followed up with me regarding my complaint to the Revdex.com; the response provided is entirely incorrect.Sincerely,[redacted]

Revdex.com:I was forwarded, by the account holder, the email received regarding this manner.  Airbnb responded well and agreed to pay the portion they promised. They apologized for the way it was handled and the length of time it took to resolve. It would have been nice if it would have been handled sooner; however, we were happy to have such a positive response and appreciated Airbnb upholding their promises. Furthermore, in reference to complaint ID [redacted], this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 8, 2015/08/07) */
On Jul 28 a Customer Experience agent reached out to the complainant to apologize for the delay and explain how the credit work.
A partial refund was granted a credit was applied to their reservation.
The issue is now resolved.
Final...

Business Response /* (4000, 11, 2015/08/12) */
August 12th, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
100 Broadway Suite 625
Oakland, CA XXXXX
Re: Case #XXXXXXXX
Dear Ms. [redacted],
Cordial greetings.
We have reviewed the facts related to the case number XXXXXXXX and considered the proposed resolution.
In accordance with our privacy policy, an Airbnb representative has already followed up with the complainant directly to address his concerns as noted on the most recent case update on August 7th.
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.
Sincerely,
[redacted]
Airbnb

Thanks so much for your patience throughout this process.
 
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.
 
However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
 
 
Best, 
 
 
[redacted]
 
Airbnb

October 14, 2016
 
 
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
[redacted], CA  94607
Re: Case # [redacted]
We have reviewed the facts related to the case number [redacted] and considered the proposed...

resolution.
In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address him concerns.
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.
Sincerely,
 
[redacted]
 
Airbnb

On July 11, 2017 Airbnb emailed you stating:
"I went ahead and issued $740 to your payout method on the account ending in [redacted].You should receive it within a few days."
Thanks so much for your patience throughout this process.
We regret any inconvenience that this process may have caused. We...

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

January 28th, 2016[redacted]Dispute Resolution SpecialistRevdex.com Inc.[redacted]Re: Case #[redacted]Dear **. [redacted]Cordial greetings.We have reviewed the facts related to the case number [redacted] and considered the proposed resolution.In accordance...

with our privacy policy, an Airbnb representative is following up with the complainant directly to address his concerns. We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.Sincerely,[redacted]Airbnb

January 19, 2017
Revdex.com Inc.
[redacted]
Oakland, CA  94607
Re: Case # [redacted] 
We have reviewed the facts related to the case number [redacted] and considered the proposed resolution.
In accordance with our privacy policy, I reached out directly to...

the complainant today to address his concerns.
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.
Sincerely,
[redacted]
Airbnb

On August 3, 2017 Airbnb responded with the following:
"[redacted] here at Airbnb, I hope my message finds you well. I am following up with you regarding your Revdex.com case # [redacted].Thank you for your detailed feedback and we're sorry to hear of your experience.It is my understanding that you have contacted your bank or financial carrier to dispute the charges made. Unfortunately, once you begin this process, I can no longer help you. This dispute is now between them and you.User experiences are paramount to Airbnb and I am truly sorry to see that was not the case during your reservation but then also with your communication with Airbnb.We thank you for your patience and hope you continue to be an active member of our community."
 
I will be reaching out, again, today to give the complaint the same response.
 
Best, 
 
[redacted]
Airbnb

March 23, 2017
 
 
 
 
Revdex.com Inc.
[redacted]
Oakland, CA  94607
Re: Case #  [redacted]  
We have reviewed the facts related to the case number [redacted] 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