Airbnb, Inc.

Since the time of the complainant’s rebuttal, we have addressed the complainant’s concerns with a full refund to the email address on file for the applicable profile, and resolved this matter as of August 18, 2017.  
 
We regret any inconvenience that this process may have caused and...

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

Initial Business Response /* (1000, 5, 2016/02/26) */
February 26th, 2016
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
[redacted] Suite [redacted]
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, I followed up directly with the complainant on February 26th, 2016 regarding 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] B.
Airbnb
Initial Consumer Rebuttal /* (3000, 7, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airbnb did not do anything to refund the money that was taken from my account. They simply tried to condescendingly educate me about why they would not refund the money.
They said that they had refunded a portion of it - that is their own fees. This is incorrect. I have not received this.
Furthermore, I am looking for a complete refund of my payment as stated before.
Airbnb logic is misleading and stealing money from the consumer - one can book a place for 100 days and lose ALL the money according to their logic. This does not make sense. I expect to be refunded back my full amount.
I continue to request my money back failing which I will take further action through all means possible.
Thanks.
Final Business Response /* (4000, 14, 2016/03/24) */
We are sorry to hear that the complainant is disappointed in our response. We have issued our final decision in this matter.
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.
Sincerely,
[redacted] B.
Airbnb
Final Consumer Response /* (4200, 16, 2016/04/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My wife and I made several attempts to contact AirBnB. Everytime we dealt with a different person. There was any effort made to follow through on partial refund offers that were made by some of those representatives.

Regrettably, we are unable to locate a reservation with the information provided within the complaint on her account.
 
In order to proceed with our review, please provide the reservation code associated with this issue or e[redacted]l address associated with how the booking was...

made.
 
Sincerely,
 
[redacted]
 
 
Airbnb

Complaint: [redacted]I am rejecting this response because:
 
Once again, it isn't a response. Airbnb caused me to be overdrawn for heaven's sakes for over 2 weeks because of what they did. Unfortunately, this isn't just about what they randomly charged me anymore.  I will be pursuing this matter further under different means. Sincerely,[redacted]

August 25, 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, 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

We are sorry to hear that the complai[redacted]t is disappointed in our response.
We have issued our final decision in this matter. We apologize for any inconvenience that this may have caused and wish him the best in his endeavors.
Sincerely,
[redacted]
Airbnb

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 her future endeavors.
Sincerely,
 
[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. Sincerely, [redacted]

Initial Business Response /* (1000, 7, 2015/06/29) */
[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 is following up with the complainant directly to address her concerns.
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors.
Sincerely,
[redacted] C.
Airbnb
Initial Consumer Rebuttal /* (3000, 9, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Airbnb. I feel they have many complaints of the same nature, and nothing is done to correct the matter. I believe the company knows the right words to say, but when it comes to correcting issues with their website, they fail in any attempt to do so. I believe Airbnb needs to care more about renters of property, and stop using worthless links on their website that do not help to solve problems (especially if you are renting outside of the United States). Once they have your money, they do not want to give it back. I lost $964 because of a situation like this, and I am sure many other people have had the same experience.
I wish Airbnb all the best in their endeavors.
Final Business Response /* (4000, 18, 2015/08/10) */
First we would like to apologize for the typo on our previous response. The word identified by the complainant should have read "immediate".
Regrettably, a final decision was made on this case. No further refund is possible at this time.
We apologize for any inconvenience this may case and with the complainant the best in all their endeavours.
Kindly,
[redacted] C.
Final Consumer Response /* (4200, 20, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe there was very little accomplished with my case against Airbnb. I am sure nothing has been done to make themselves more accessible for people who are travelling out of the country and need to reach them as soon as possible if we (the customer) are in a bad situation.
I would also like to mention in their reply "We apologize for an inconvenience this may case and with the complainant in all their endeavors" makes no sense at all. Their grammar is as poor as the service they offer.
Kindly,
[redacted] K.

Complaint: [redacted]I am rejecting this response because: I do not agree with their decision as the guest broke my rules and there is no retribution for them breaking rules that they agreed to on airbnb system, but if I as a host break a rule there would be consequences and fees that I would have to pay.  This is not correct and must be fixed.Sincerely,[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 July 13, 2017.   We regret any inconvenience that this process may have caused and we wish the complainant the...

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and accept the full refund as resolution of the matter. The Sincerely, [redacted]

On May 26, 2017 Airbnb emailed you the following:
"Hi [redacted],I am following up with you regarding your Revdex.com case # [redacted].That being said, I'm sorry for the delay in your previous payouts.You can check your Transaction History for all payments associated with reservation [redacted] - any amounts that had not been released now have.Your patience has been appreciated.Enjoy your weekend!"
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.
 
Be well, 
[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 March 25, 2017.  
 
We regret any inconvenience that this process may have caused and we wish the...

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

Complaint: [redacted]I am rejecting this response because:
Dear all,
 
Thank you for your response regarding this matter. I truly, and greatly, appreciate your attention.
I do however disagree with the response from Ms. Tina at AirBnB. I have received no contact from anyone at AirBNB via phone or e-mail. Perhaps it was placed elsewhere, but I would greatly appreciate a conversation and the opportunity to hear the proposed resolution.
 
Please also give me an additional 24-hours to send to the Revdex.com the videos I have of the apartment which will show that the shower was inoperable and the room was not what was promised.
Sincerely,
 
[redacted]
Sincerely,[redacted]

We have reviewed the facts related to the case number [redacted] and considered the proposed resolution.
This matter was resolved on April 7th, 2016 and I followed up directly with the complainant to address her concerns on April 18th, 2016. 
We regret any inconvenience that this process may...

have caused the complainant and we wish her the best in all her endeavors.
Sincerely,
[redacted]
Airbnb

Initial Business Response /* (1000, 5, 2015/09/24) */
September 24th, 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, I have followed 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] B.
Airbnb
Initial Consumer Rebuttal /* (2000, 8, 2015/09/25) */
The refund has been issued in its full capacity. I appreciate your involving deeply.
Kind Regards,
[redacted].

Complaint: [redacted]I am rejecting this response because:
Please see my prior message dated 10/24/2016. Please forward to the appropriate representative to respond to my specific concerns.
Sincerely,**

Initial Business Response /* (1000, 5, 2015/10/03) */
October 3rd, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
100 Broadway Suite 625
Oakland, CA XXXXX
Re: Case #XXXXXXXX
Dear Ms. [redacted],
Cordial greetings.
Regrettably, we are unable to...

locate a reservation with the contact information provided.
Please provide the email address associated with the profile, user identification number, or reservation code for us to move forward with our review.
Sincerely,
[redacted].

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17th, 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 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
Initial Consumer Rebuttal /* (3000, 8, 2015/09/18) */
[redacted]Document Attached[redacted]
Final Business Response /* (4000, 20, 2015/10/19) */
We are sorry to hear that our response is disappointing.
Regrettably, we are unable intervene in private disputes and do not arbitrate third party claims, unless covered under DMCA/copyright policies found here: www.airbnb.com/terms.
We have passed [redacted] the complainant's concerns to the host identified, which was confirmed to the complainant on September 23rd, 2015.
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
Final Consumer Response /* (4200, 22, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The photograph which shows my house and property is still displayed on the Airbnb website. Airbnb and my neighbor continue to be enriched through the improper use of an image of my house. I had a car pull up with the occupants telling me they saw my house on airbnb, could they have a look? They were looking for a different airbnb flophouse on my street. Airbnb continues to say (incorrectly) they are not responsible for the content of their website. I want the photograph removed from the website.