Airbnb, Inc.

Complaint: [redacted]I am rejecting this response because:This Is not the one I submitted. It was charged to Amex. I booked it for my gf [redacted]. Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/08/10) */
[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]
Airbnb

Initial Business Response /* (1000, 5, 2015/10/17) */
[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]
Airbnb
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an email from the representive who signed above correspondance, who informed me to call the same phone number I have been calling. Using that phone number I am refused any assistance. I have sent several emails requesting the agent provide a phone number which I can use to speak with her and have been ignored. She stated she would call me between 1230 and 3pm and has never done so. Furthur she didnt even bother to see if those times would work for me or if I would be in work. Either way she never called me or provided a number to speak with her.
She did verify that I had a $25 credit which she is refusing to apply to my account.
I have to date not been able to speak with her to discuss the entire issue and experience. When using airbnb I was given a room where the wood of the door was eaten away exposing the lock so anyone could enter the room amoung other issues.
I am again requesting a supervisors direct line to speak on the phone with someone. I have asked the present agent since she refused to provide a direct supervisors line to have someone else handle the case and she has not done so .
I have written 4 times now in response to this Revdex.com complaint directly to the agent who signed the letter above and have not recieved a direct phone call but been told to call the number where I have refused assistance.
I would like for another agent who is willing to work with me to contact me and provide me with a direct phone number to speak with a supervisor and the $25 that airbnb verified I had credit, be applied to the previous booking as it should have been orginally provided.
thank you
[redacted]
Final Business Response /* (4000, 15, 2015/11/25) */
We are sorry that we have been unable to come to an amicable resolution.
We do not have a different number outside of our referenced customer service number to provide to the complainant.
The complainant has received a full refund.
As we have previously advised, we have made every effort to resolve this situation. Unfortunately, at this time, this matter is closed as we are unable to assist any further.
Sincerely,
[redacted] B.
Airbnb
Final Consumer Response /* (4200, 17, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airbnb refused to spaek with me I tried several times to obtain a phone number to call, airbnb refused to give one. I sent Airbnb the times I would be available to speak with however Airbnb did not call at those times. To date I have not spoken to anyone and have not been allowed to speak with anyone.
Airbnb refused to make communication possible, they sent me an email stating call the 800 number, THIS IS THE NUMBER WHERE I CANNOT GET HELP, HAVE BEEN UNABLE TO GET HELP AND THE VERY NUMBER WHERE I AM REFUSED ASSITANCE. EVENSO I CONTINUED TO TRY AND CALL WITH NO SUCESS.
I STILL CANNOT ACESS MY ACCOUNT. EVERYTIME I CALL THEY REFUSE TO HELP ME AND STATE THEY WILL NOT ALLOW ACESS TO THE ACCOUNT.
airbnb is missing the point. I need to have acess to my account.
I requested a different person to speak with as [redacted] the person sending the email refused to discuss the matter. [redacted] did not even give me the opportunity to discuss the matter. How is [redacted] closing a matter she never discussed and does not even comprehend what the matter is. [redacted] IGNORED THE issue.
Her reply does not address the outstanding issue that remains which is I cannot acess my account,
I CANNOT ACESS MY ACCOUNT AND THE PHONE NUMBER PROVIDED EVENTHOUGH I HAVE TRIED SEVERAL TIMES WILL NOT ASSIT ME IN CLEARING UP THE ISSUE.
HOW DID AIRBNB AGENT [redacted] CLOSE A CASE BEFORE THEY EVEN SPOKE WITH THE PERSON ?
THS ISSUE STILL REMAINS.
I WOULD STILL LIKE TO ACTUALLY SPEAK WITH SOMEONE SO AIRBNB CAN UNDERSTAND THE ISSUE.

Complaint: [redacted]I am rejecting this response because: I did not receive the call. They might have called me but I did not talk to them. Perhaps I was busy but would like another call or email.
 
Sincerely, 
[redacted]

On July 19, Airbnb emailed the complaint the following:
"We regret to inform you that we'll be unable to support your account moving forward, and have exercised our discretion under our Terms of Service to disable your account(s). This decision is irreversible and will affect any duplicated or future accounts.Please understand that we are not obligated to provide an explanation for the action taken against your account. Furthermore, we are not liable to you in any way with respect to disabling or canceling your account. Airbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed.We'll contact you if anything changes in the future, but until then, we won't be able to assist you any further with your account issues. Please see our Help Center for further information: [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.
Best, 
[redacted]
AIrbnb

August 17, 2016
 
 
[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 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,
 
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]

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 23, 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

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 will be following up with the complainant directly again 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, 5, 2016/01/22) */
January 22nd, 2016
[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.
Our records reflect that this matter was resolved on November 24th, 2015.
I reached out directly to the complainant on January 22nd, 2016 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, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

November 4, 2016
 
 
*** ***
Dispute Resolution Specialist
Revdex.com Inc.
*** *** *** ***
***, CA  ***
Re: Case # ***  
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 <her/her>  concerns.
 
We regret any inconvenience that this process may have caused the complainant and we wish <him/her> the best in all <his/her> endeavors.
Sincerely,
 
***
 
Airbnb

Complaint: [redacted]I am rejecting this response because: I called Apple Pay and it is not their responsibility to ensure that I am properly refunded by Airbnb as I initially paid Airbnb. If an old card was refunded, which is no longer in existence then Airbnb should easily be able to cancel both refund transactions as they have yet to be processed and refund me again using an updated payout method.
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/11) */
August 11th, 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]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As the response claims AirBnB is reviewing the complaint - but has not yet made an effort to address the complaint.
I hope that they address my complaint in a timely manner. This should not be considered an actual response and AirBnB should still be held to the August 20th deadline for a full response and resolution.
Final Business Response /* (4000, 14, 2015/08/20) */
8/19/2015
[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 his the best in all his endeavors.
Sincerely,
[redacted]
Airbnb
Final Consumer Response /* (2000, 16, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

April 28, 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

Good Afternoon,
 
Airbnb has still not refunded the $435 it charged my credit card for a reservation request that was not accepted by Airbnb or it's host, and that request had to be cancelled because of their refusal to acknowledge receipt of payment, which I had made and confirmed with my credit card company.  At first they denied receiving the money, but my credit card company (Citi) confirmed they had received it and I filed this complaint and I disputed the charge with through my card company.  As of March 23rd Airbnb stated, by email, they were providing me a refund.  To-date, they have not refunded the money.  Airbnb has also not responded to my credit card company.  I confirmed this by phone call with Citi. The complaint is NOT resolved.  I repeat, NOT RESOLVED.

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. They have made things right!
 
THANK YOU SO MUCH for your assistance! It is so appreciated and we are happy with the resolution! It probably wouldn't have happened if it wouldn't have been for you so again THANK YOU THANK YOU!Sincerely, [redacted]

June 1, 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

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]

Complaint: [redacted]I am rejecting this response because:
In the same response 2 different first names were used as the author... shameful.
This will all be in my book documenting AirBnB scams across the country and the support staff and admin who tolerates it.
Thanks for taking such good care of me.
Sincerely,[redacted]

September 14, 2016
 
 
[redacted]
[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 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