Airbnb, Inc.

I’m very sorry you had this experience—we work hard to keep the Airbnb community trustworthy and safe, but in rare cases, attempts at fraud do happen.
Though the listings you booked your reservation on were created to look like official Airbnb communications, they weren’t authorized or sent by Airbnb. When you contact a host outside of our platform, it’s easier for them to send you fraudulent information.
Airbnb will never ask you to pay off-site or through email. If you receive an email from anyone (including an [redacted]<mailto:[redacted]> or any other [redacted]<mailto:[redacted]> email address) asking you to pay or accept payment off-site, don’t respond, and always report it to [redacted]<mailto:[redacted]> immediately.
Anyone who contacts you through an external site claiming to be a trusted service for Airbnb who asks for payment via bank transfer, Western Union, MoneyGram etc. should also be considered fraudulent.
Because this transaction occurred outside of the Airbnb platform, we’re not able to offer compensation for the loss sustained.
I recommend you to contact your banking institution immediately to halt this transfer, if at all possible. I also recommend that you report this matter to local authorities.
 
 
Best, 
 
[redacted]
Airbnb

August 1, 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 I haven't heard from Airbnb separately as their reply promised. Also, their overall handling of my complaint has been deplorable and I don't see how they can make right at this point.  Sincerely,[redacted]

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]

Complaint: [redacted]I am rejecting this response because: They have never contacted us with a resolution to this problem since February 3rd when it all began. In my mind someone is not doing their job and I have found no integrity in their approach. They say they will contact me and it does not happen. So let's see.Sincerely,[redacted]

On August 4, 2017 Airbnb emailed:
"Evan 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. Rest assured, we'll complete an audit of the experience and provide the appropriate feedback as needed.Your voucher (code: [redacted]) is still active for $100 and you have until 7.12.2018 to use it.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."
 
Should you continue to questions on your account - please call 
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Complaint: [redacted]I am rejecting this response because: the response from airbnb was insufficient. It took them two weeks to say that they looked at the complaint! That was it. No resolution, and then immediately they assumed that it was closed. When I got the automated email from them, it didn't even include my NAME. There was a blank spot. How difficult would that have been for them to have done???
 
I filed a complaint with AMEX and Airbnb doctored their response to say that they responded in a timely manner. According to log AMEX had, I was supposed to receive a message from customer service on 6/28, but I received it on 7/13. 
Sincerely,[redacted]

May 5, 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

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: This is not an appropriate response in my matter you Airbnb is telling me I violated something and I need to know what I did ! I've never even got to used this companies services. Sincerely,[redacted]

July 27, 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

August 11, 2016
 
 
[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 caused the complainant and we wish her the best in all his endeavors.
Sincerely,
 
 
Airbnb

May 2, 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

Complaint: [redacted]I am rejecting this response because:
It does not yet provide a recommendation for a solution, only the promise to look into it.  I would like to have a resolution proposal from Airbnb before I consider accepting their response.
Sincerely,[redacted]

March 24th, 2016[redacted]Dispute Resolution SpecialistRevdex.com Inc.[redacted]Oakland, CA 94607Re: Case # [redacted]Dear Ms. [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 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]Airbnb

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not  satisfactory to me. Despite my dissatisfaction, I have already accepted and moved on from the entire situation. I will continue to warn others so that they are not placed in a similar situation and choose to never use the service again. I received a response from airbnb stating that they would refund the 1st nights accommodation however, the amount to be refunded is far less that what was paid for the first night stay. All receipts have been submitted to the business previously and simple addition would prove my statement true. Sincerely, [redacted]

I am seeking costs that were directly incurred based on Airbnb's failure to deliver service. Additionally, I am seeking them to allow me to add a review for my experience. [redacted]

Complaint: [redacted]I am rejecting this response because:
 
Airbnb did not address our concerns.  All they did was tell us there was nothing they could do.
 
Sincerely,[redacted]

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, 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

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 11, 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