Airbnb, Inc.

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. I am deeply concerned that this business had to have a complaint officially lodged against it before any resolution was forthcoming.Sincerely, [redacted]

I understand that on April 27, you called Airbnb for help.
The agent made notes of your concerns including that you would not verify his payment method on his account and asked if this question is general or beneficial to his payment method.A supervisor will not take a call unless our users are fully verified, which you would not comply by.The customer experience agent explained that its Airbnb policy that we verify the payment method that is on the user's account to be able speak on behalf of the account.Additionally, you were contacted on May 15th to email address [redacted] with the following:
"My name is [redacted] and I am a case manager from the Airbnb Customer Service. I hope this email finds you well.I just wanted to make sure that everything was alright and in case you need our assistance we are here to help with anything.If you have any questions don't hesitate to contact me again."
 
Should you need continued support, our 24/7 phone lines (currently only available in English) are:US toll free: [redacted]US local: [redacted]
 
Best, 
 
[redacted], Airbnb

Complaint: [redacted]I am rejecting this response because:
Airbnb are being unjust in not giving me a fair response as to why they would disable my account.
I will continue to reject their responses until they give me an actual one.
If this doesn't get resolved, I'm going to have to take legal action.
Sincerely,[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.
 
However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
 
 
Be well, 
 
[redacted]
 
Airbnb

Initial Business Response /* (1000, 5, 2015/12/07) */
December 7th, 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 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] B.
Airbnb

September 13, 2017 Revdex.com Inc.[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

Complaint: [redacted]I am rejecting this response because:
reps are scripted and say same thing.
 
no one has truly reviewed case otherwise they'd be shocked to find out Airbnb agreed that a tenant st in my bed and then chose to do nothing about it beside reimburse me $30 for sheets. Despicable.
Sincerely,[redacted]

On August 8, 2017 Airbnb emailed the following:
"Hi [redacted],Thanks for reaching out.I have listened to the call recordings and written email exchanges between yourself and Airbnb on this matter.While it was not explicitly said over the phone, it was in written email form that we would "...cover the difference in cost (up to 3 nights)" for your hotel reimbursement.That being said, I have just issued you $1102 to your payout method on your account. This amount is the total of your hotel nights minus the $488 you have already paid out minus your original $350 spent on the canceled reservation.I would like to apologize for not only a terrible first-time experience with a host on the Airbnb platform but also for the massive confusion over what was offered to you from the get-go.We will be providing the appropriate feedback to the agent(s) involved and hank you for your patience and hope you continue to be an active member of our community.Let me know if I can support you further.Best,[redacted]"
We have addressed the complainant’s concerns and resolved this matter.  
We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors. Sincerely,Airbnb

Complaint: [redacted]I am rejecting this response because:
I DID NOT RECEIVE ANYTHING FROM AIRBNB REGARDING THIS MATTER.
Please close this case and document it as unresolved!
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 March 16, 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

We are sorry to hear that the complainant is disappointed in our response. We have issued our final decision in this matter.
We wish the complainant the best in his future endeavors. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/04) */
September 4th, 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/her the best in all his endeavors.
Sincerely,
[redacted] B.
Airbnb
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received anything directly from Airbnb. Most messages are being directed to spam. As such, any proposed resolution can be sent via this 3rd party...
Regards,
[redacted] B. [redacted], MD, MS, MPH
Final Business Response /* (4000, 9, 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.
As we indicated, In accordance with our privacy policy, an Airbnb representative followed up with the complainant directly to address his concerns to the email address we have on file.
That being said, we have issued our final decision and will be unable to assist further with 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, 11, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business has not offered any resolution other than a non evidence based explanation. I will not pay $250 and the amount has been disputed by my banking institution.

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

March 16, 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.
Sincerely,
[redacted]
Airbnb

Complaint: [redacted]I am rejecting this response because: I have not receive a phone call or a an apoligySincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
RESPONSE IS PREJUDICED AND DOESNT WANT TO ANSWER ANY QUESTIONS. 
Sincerely,[redacted]

March 21, 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

Complaint: [redacted]I am rejecting this response because:
As far as I can tell, Airbnb has done nothing whatsoever to improve its security for users, its systemic problems with inadequate response to fraudulent invasions, terrible user communications, inadequate management oversight over departments which are clearly not functioning well, lack of sufficient appropriately experienced and skilled staff, to name a few issues.
It took Airbnb about 5 days of calendar time to cope with a single hacker invasion into my account. During the bulk of that time, it was obvious that no one at Airbnb was working on the problem at all, nor was anyone able to communicate with me intelligently about it until extremely recently. Even something as simple as shutting out the hacker by blocking their email address was beyond Airbnb for days. (That should have taken 5 minutes or less after Airbnb was notified.) The result of the delay was thousands of dollars of damage, solely as a result of Airbnb failing to deal with the problem promptly. Yes, after I filed a formal complaint with the Revdex.com, I was finally assigned a capable case manager who resolved the thousands of dollars of damage.
Terrible management. Unacceptable.
My complaint with Revdex.com was about Airbnb's systemic inability to deal with fraudulent intrusions into user accounts. My complaint remains unresolved.
Many accounts, including mine, have been hacked many times at Airbnb and have gotten poor attention. It's all over the internet since 2013 (3 years!) and still no systemic solutions -- not to fraud prevention, nor to fraud reactions, nor to customer care.
Sincerely,[redacted]

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 received the complaint XXXXXXXX...

and are currently reviewing the claim and considering the proposed resolution.
We require more time to properly assess the claim and will follow up with a response as soon as possible.
Thank you for your continued patience.
Kindly,
[redacted] B.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are deceiving their clients for the purpose to charge them substantial amount for no real human involvement and no real service provided. Their website is their cash register requiring no human interaction and charging you a fee.
Final Business Response /* (4000, 12, 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, I am unable to provide the details of this case or the resolution. However, I addressed this matter with the complainant via email on September 10th, 2015. At this time, we have issued our final decision.
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: Airbnb should check or have an ocular inspection of the room that we cancelled at 84 Vernon St. Summerville, MA so they can validate our claim. They rely on the reviews of the previous occupant which only mentioned how great the landlord is but none of it mentioned about the condition of the room which is a rundown place. Our mistake is not taking pictures of my husband's 4 day stay there. However, the landlord verbally assured us that we can be refunded of the payment but will incur a penalty which we believe is fair enough as it is part of the contract. It is absurd for Airbnb and the landlord to charged us of the 2 months rent ($2,200) and a penalty for a 4 day stay on that room. Moreover, my husband was forced to move out of the place ASAP because the landlord found another tenant to moved in the following day. We scrambled to find a place as we didn't expect the repercussions of the cancellation. Luckily, we found another one immediately and move the same day (4th day).   Sincerely,[redacted]