Airbnb, Inc.

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, 
 
Airbnb

Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue....


 
Sincerely,
 
[redacted]
 
Airbnb

April 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

Initial Business Response /* (1000, 5, 2015/12/18) */
December 18th, 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 followed up directly with the complainant on December 18th, 2015 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, 7, 2015/12/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Where is the response they sent? They told us they followed up on the 18th but we didn't receive anything...why didn't they just post it on Revdex.com???
Final Business Response /* (4000, 9, 2015/12/31) */
The complainant is not the accountholder of record.
We have reached out to the accountholder of record to the email address on file as December 18th, 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, 11, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The account holder never received anything from Airbnb on December 18th.

Complaint: [redacted]I am rejecting this response because:
Thank you for the response. I would appreciate a response that addresses my questions in my prior communication. I would appreciate it if someone could forward it to the appropriate representative to address them. Thank you.

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.)
Will be waiting on your decision
Final Consumer Response /* (4200, 11, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I strongly believe that the fees in amount of 200 should be taken off of my account. I would not accept any other resolution. For each reservation I get approximately $45.it means that I had to host 5 different people basically for free to make up those fees. Especially when I was told by customer service that fees will not be imposed. I had to inconvenience myself and my family, wash sheets, provide coffee and vine for nothing, so Airbnb can put my honestly earned money in their pockets not doing nothing for it and deceiving me by taking my payout.
Final Business Response /* (4000, 13, 2015/09/10) */
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 the best in all his endeavors.
Sincerely,
[redacted].
Airbnb

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

July 19, 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

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

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.)
AirBNB's response indicated that they (AirBNB) "require more time to properly assess the claim and will follow up with a response as soon as possible." So, the complaint at this point remains open and unresolved.
Final Business Response /* (4000, 18, 2015/09/02) */
September 2nd, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
100 Broadway Suite 625
Oakland, CA XXXXX
Re: Case #XXXXXXXX
Dear Ms. [redacted],
Cordial greetings.
At this time, this matter is closed as we have issued our final decision.
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors.
Kindly,
[redacted].
Airbnb
Final Consumer Response /* (4200, 20, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are keeping the complaint open. The matter is not final to us. The situation is quite clear and completely unfair but AirBNB refuses to do anything about it. At this point, we want our full experience to be published so that the public can view it. We are so thankful to the Revdex.com for helping people like us get the word out about our very bad experience.

July 18, 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: they provided the following response which did knot address any concerns. If and when they address the concerns I will accept or reject based upon an actual response to the concerns
 
Hi [redacted],
Thank you for reaching out to us regarding our payment verification process. We’re currently forwarding you to the correct department to make sure you receive a prompt and proper response.
In the meantime, you can find additional information about Airbnb’s payment verification process at the following URL:
[redacted]
Best,
[redacted]
Sincerely,[redacted] Heyne

Complaint: [redacted]
I am rejecting this response because: The business has not resolved to issue, they don't believe my problem is concern and refuse to address the stated issues. I have a video that shows the problem, but it is too large to attach. Thank you for your help.
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 24th.  
 
Per our Terms of Service, Airbnb can only refund monies to the type of payment that was...

made at time of purchase.
That being said, if the payment method or associated cards and/or accounts have changed, you will need to contact the financial instituition associated with the original form of payment to request how those funds will be released to you.
 
From Airbnb:  
"After investigating the status of your reservation A4Y9S3, I can confirm Airbnb has released your refunds totaling $336.00 USD to your Apple Pay account as follows: +$202 refunded July 10th +$134 refunded July 10thRefunds issued to Apple Pay can take up to 24 hours to reflect on your Apple Pay statement. After they've received funds, Apple Pay has their own processing times depending on the type of card you've added and are using as a payment method.It’s best if you contact Apple Pay directly for assistance tracking your refund from their side. Here's their contact site: [redacted] When contacting them, please reference the following processor authorization code for the transaction: #[redacted]"
 
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 or her> future endeavors. 
 
Sincerely,
 
[redacted]
 
Airbnb

September 21,2017Revdex.com Inc.[redacted]
[redacted]  [redacted]Re: Case # [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.We regret any inconvenience that this...

process may have caused. However, we have issued our final decision for this case and we will disengage from further discussion on this topic. Best,[redacted]AirbnbSeptember 21,2017Revdex.com Inc.[redacted]Oakland, CA  94607Re: Case # [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.On September 12, 2017 Airbnb sent the following to the guest:  “Good Day [redacted]:This is [redacted] with the Customer Experience Team at Airbnb. Thank you for your patience while we reply to your inquiry.As a case manager, I’ve consulted with my team about your experience and request. Upon review, we will uphold our decision as previously outlined, and we now respectfully consider this case closed.I apologize that I was not able to reach the outcome you would have hoped would be reached. Below is a link to our Airbnb Feedback center. Feel free to provide any feedback you may have thru this option and we will be able to get the feedback implemented.[redacted]Your experience and request for a refund for a cancelled reservation have now been taken into careful consideration. Given the information provided by all parties involved, our original decision will be respectfully upheld and this case is now considered closed.Best regards,[redacted]”We have issued our final decision for this case and we will disengage from further discussion on this topic.Best,[redacted]Airbnb

Initial Business Response /* (1000, 5, 2016/01/18) */
January 18th, 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.
In accordance with our privacy policy, an Airbnb manager is following up with the complainant directly to address her specific concerns.
We regret any inconvenience that this process may have caused the complainant during this difficult time and we wish her the best in all her 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 August 12, 2017 with a full refund of  A$584.07 to the VISA ending in 7878 for reservation...

[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

May 23, 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: I would like AirBNB to completely delete my account from their system.  I do not use their services and do not want to be in their system and will not complete the verification process.  I was told they already deleted it but their response to Revdex.com indicates otherwise.  Delete my account completely please from the AirBNB system.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
As in prior discussions with Air BNB and stated by phone to Revdex.com representing I had discribed when Air bnb is found incorrect and thier own terms and conditions opposes thier desicuon they simple disengage and refuse to consider the facts that demonstrate that I am due monies for loss of rent on several fronts. The terms and conditions and thier responses via email. This respose from them was expected and believe ask that you can view all and suggest air bnb to continue to at least make a statement that has all evidence to back thier desicuon in this matterSincerely,[redacted]