Airbnb, Inc.

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

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

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

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

July 6, 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

May 3, 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 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

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. This issue has been resolved so we can close this case. Thank you. Sincerely, [redacted]

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

Complaint: [redacted]
I am rejecting this response because: The issue with the company is not resolved. They misrepresented the rental property and they have not refunded the money for the time I didn't stay in the sub-standard dwelling. They need to refund the $348.00 that is owed to me. Thank you!
Sincerely,
[redacted]

On July 7, 2017  and April 20, 2017 Airbnb has responded, stating:
"I hope this message finds you well. My name is [redacted] and I'm a Supervisor at Airbnb. I am contacting you about your Revdex.com case #[redacted]. I originally contacted you via email on April 20 to schedule a time to call you. If you would still like to speak on the phone, let me know when a good time to call would be. I am available until 6pm PST/9pm EST today and from 11am PST/2pm EST - 6pm PST/9pm EST tomorrow. I will be available next week from Tuesday - Friday.As for the review, the answer remains the same. We cannot remove it since it does not violate our guidelines. I understand this is frustrating because your guest broke house rules, but Airbnb as a third party platform is not able to enforce house rules not written into our Terms of Service or our Standards and Expectations policies.The $150 credit in your account has now been retroactively applied to reservation [redacted] in Hicksville, NY and your Paypal account has been refunded. You should get the funds back in the next few hours.Please let me know when a good time to call is, if you would still like to speak."
There has been no response both attempts and we consider this case closed.
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

Complaint: [redacted]I am rejecting this response because:I would like to give the reservation code to Airbnb. [redacted] This was our reservation codeSincerely,[redacted]

April 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, 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 has already had over a month to assess my claim.
Final Business Response /* (4000, 13, 2015/09/18) */
September 16th, 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 has followed up directly with the complainant 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
Final Consumer Response /* (2000, 16, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 firmly believw that Airbnb is responsable for the information that appears in their Web site . IN the pictures of the House we selected the owner urged to contacte him to the email published to check availability in the dates requested. And this is What we did. after that comunication, the "owner" answered some questions, and asked for the transfer. 
Airbnb should check all the information published in their app. They should protector customers. 
 
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 25, 2017 and a refund in full has been issued.  
 
We regret any inconvenience that this process may have caused and we wish the complainant the best in her future 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.   Thank you for your kind assistance.  You offer an excellent service.Sincerely, [redacted]

September 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

Complaint: [redacted]I am rejecting this response because:
I replied the message already. I didn't see anything new.
Sincerely,[redacted]