Airbnb, Inc.

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 8, 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: I never heard from Air bnb as "[redacted]" stated in her response to Revdex.com. She did not contact me at all. I have not received any resolution from Air bnb.Sincerely,[redacted]

Best I can tell,  the listing was created for super bowl week at an inflated price. I was looking for lodging the week after super bowl weekend in Houston. As I was booking, the host was changing the listing to a lower price and smaller accommodation. I was led to believe that I would recieve the entire apartment as was originaly listed. Puctures included multiple rooms, stated sleeps three, delux apartment, flexible cancelation. From first contact host was rude and unacomidating. The host stated that the listing was for one room one bed only. Again he was very rude, so I asked to cancel the reservation. He stated that this must be done through airbnb. I immediately contacted airbnb. After trying three times to get through, and being hung up on, I was told that the listing did in fact have a flexible cancelation policy, but that they could only give me approximately a 70 percent refund without the hosts approval. This suprised me since the host stated everything must go through airbnb. The customer support representative stated that since it was a flexible cancelation listing there should be no problem getting the remainder of my full payment. I was told that if I didn't hear from them in a couple of days to call back. Never heard back from them so I started the process of trying to contact them again. A week and a half later and multiple failed attempts to get through by phone, email, and facebook messenger, airbnb refused to help me. Again I recieved rude emails fron the host, and emails from airbnb stating that they would help, but no action regarding my request. I asked them how three people were supposed to stay in one bed, and why if this was their best cancelation policy was I not recieving a full refund. Due to rude contact from host, and false information and no action by airbnb staff, I have opened a complaint through Revdex.com. I feel all communication should take place through an intermediary. I feel the listing was decieving and that it was changed while I was in the process of booking. The listing has now been changed to more correctly describe the accommodation, but this does nothing for my missing money. For being such a large company airbnb customer service has been highly ineffective. I am asking for the balance of my payment for services not recieved.

On June 9, 2017 Airbnb emailed stating:
"I apologize for the delay in my response. I think there may have been some confusion with how our Rebooking assistance and Hotel rebooking works. When your Host canceled, you are automatically given rebooking assistance if it is a last minute cancellation. We worked together trying to find a new Host to accommodate you and your additional Guest but there was not luck. I offered to use your rebooking as a way to pay for your hotel stay but you strongly expressed that you needed two separate rooms, which we cannot split payments to accommodate that request.I could have used the funds you had for your rebooking towards one room and you could have paid for the other room on your own but you choose the full refund stating you had the funds readily available to pay for two rooms. Because you chose to receive a full refund, stating you could not stay in one room with your additional guest, we cannot reimburse you.You were refunded in full for your reservation in the amount of $335.00 and you should see that reflect back to your account within 5-15 business days from the date that refund was processed. I will still reimburse you for your meal if you send me a photo of your receipt. I hope this information was helpful [redacted] and I hope you have a great day."
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

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 April 13th with a refund of $480 to the VISA used ending in [redacted].  
 
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: There was no further consideration in the matter. The response sounds scripted. I would like the Airbnb CEO to review all issues we had associated with this particular renter with all of the numerous Case Managers involved.
Sincerely,
[redacted]

September 27,2017
Revdex.com Inc.
[redacted]
Oakland, CA  94607
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 September 23, 2017.  We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors.
[redacted]
Airbnb

April 4, 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

Initial Business Response /* (1000, 6, 2016/03/21) */
March 21st, 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 XXXXXXXXX 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] B.
Airbnb

Complaint: [redacted]I am rejecting this response because:
You are guilty of false advertising.  The first pic is what exists and what I saw when I arrived.
Second photo is what was advertised and what I rented. CLEARLY this is consumer fraud.
Sincerely,[redacted]

December 21, 2016
 
 
 
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
[redacted]
[redacted], **  [redacted]
Re: **se #  [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 her concerns.
We regret any inconvenience that this process may have **used the complainant and we wish her the best in all her endeavors.
Sincerely,
[redacted]
Airbnb

July 27, 2017
 
 
 
Revdex.com Inc.
[redacted]
Oakland, CA  [redacted]
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

June 20, 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

Initial Business Response /* (1000, 7, 2015/07/06) */
The complainant in this case received a full refund including fees on June 13, 2015.
We apologize for any inconvenience in this process and wish her the best in all her endeavours.
Kindly,
[redacted]

May 30, 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

Complaint: [redacted]I am rejecting this response because:
This is an incomplete response: it is still unresolved after a month, with a promise for follow up, which has not yet happened, and does not detail what the follow up will be. It is another use case of Airbnb evading mediation, evading public censure by saying they will discuss it privately yet in a private follow up, if it happens at all, they simply say the case has been closed or do not reach an amenable resolution. 
I am open to a discussion with Airbnb if/when this happens, but without a third party mediation am not confident that they will uphold better business practices. 
Sincerely,[redacted]

July 17, 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

Initial Business Response /* (1000, 7, 2015/09/09) */
September 9th, 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] B.
Airbnb

February 9, 2017
 
 
Revdex.com Inc.
[redacted]
Oakland, CA  [redacted]
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

Initial Business Response /* (1000, 7, 2015/05/06) */
[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