Airbnb, Inc.

July 7th, 2016*** ***Dispute Resolution SpecialistRevdex.com Inc.*** *** *** *** ** ***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 concernsWe regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors.Sincerely,*** *.Airbnb

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, 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,
***
Airbnb

Initial Business Response /* (1000, 7, 2015/07/18) */
*** ***
Dispute Resolution Specialist
Revdex.com Inc
Broadway Suite
Oakland, CA XXXXX
Re: Case #XXXXXXXX
Dear Ms***,
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,
*** C
Airbnb
Initial Consumer Rebuttal /* (3000, 9, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not had a direct response from Airbnb since I submitted my complaint to Revdex.com
Final Business Response /* (4000, 14, 2015/08/10) */
On August 6th a customer experience agent reached out to the complainant and explained the reservation alteration process
Regrettably, at this time no refund can be offered and the price agreed for the altered reservation must be honoured
Kindly,
***
Final Consumer Response /* (4200, 16, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The alteration process is as outlined on their website, customers make their decisions based on the information provided up frontIt is not acceptable to increase a monthly rental by $without prior notice and then backdate that amount for time already passed
The alteration process as described on the website is to give days notice provided the total booking is still over daysI met these requirementsThere is certainly nothing about entering into a new agreement at an inflated price
I will not be paying the outstanding balance and I certainly will not use AirBNB againThis company is unscrupulous

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I was provided a refund for the unused days and 25% off for the days I did stayIn addition my financial institution refunded the service fee that Airbnb chargesAlthough my complaint was resolved, I will not do business with this company again.
Sincerely, *** ***

Revdex.com Inc
*** *** *** *** *** ** ***
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 their concerns
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors
Best,
***
Airbnb

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***. While the response here was not satisfactory, they contacted me directly after months of ignoring me and resolution was created. Thank you for your help. Without Revdex.com, Airbnb would likely have continued to ignore me and shirk responsibility. Sincerely, *** ***

January 23,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
We are continuing to working with this user on a proposed resolution
In accordance with our privacy policy, an Airbnb representative will continue to follow 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
***
Airbnb

November 7,
Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
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 October 28,
Airbnb sent the following to the guest:
“Hi ***,
At Airbnb we have worked hard to support a community where safety and security is of top priorityI am sorry to hear that this situation has made you feel unsafe, as that is certainly not what we had hoped
With that said, we will be following up with the reported parties and taking appropriate action within our terms and policies
When a user feels that their personal safety is put at risk, we advise working with law enforcement because they are in the position to give in person assistance which is something we are unable to do
Please let me know if you have further questions
Kind regards,
***”
Again, we are sorry to hear that the complainant is disappointed in our response
Best,
***

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 26,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in her future endeavors
Sincerely,
***
Airbnb

Complaint: ***I am rejecting this response because:
I am rejecting this response because:
The email I received from Airbnb in response to this issue does not address the reason behind my complaint: That the apartment (product/service) I rented through Airbnb was not as advertised and underwent a huge construction project (that I was not warned about) after my check-in. I am requesting a refund for paying top dollar (approximately $3,a month for two months) for a tiny studio apartment that was turned into a dusty, loud construction zone that I rented under pretenses; a video of the construction work is at *** and it demonstrates the noise and stress that came with construction starting every day at 7:am (right next to where my head lay). The single window and door to the outside was covered and sealed, and the construction work was extremely stressful for my dog as well. If Airbnb could respond to this issue, that would be great; I appreciate the Revdex.com's involvement
Sincerely,*** ***
Sincerely,*** ***

Complaint: ***I am rejecting this response because:thier reply is identical to before and is basically a sales pitch to just buy a brand new rental from them That's it They won't make good on the prior one and just are trying to sell me more and seems unprofessional given I was hung up on by thier reprenative No accomidation at all for all the hassle I'll never use them again. Sincerely,*** ***

June 1,
Revdex.com Inc
*** *** *** ***
Oakland, CA
Re: Case # ***
We have reviewed the facts related to the case number *** 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,
***
Airbnb

January 29,
Revdex.com Inc*
*** *** *** ***
***, CA ***
Re: Case # ***
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,
***
Airbnb

Revdex.com Inc
*** *** *** ***
***, CA ***
Re: Case # ***
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 March 13, Airbnb sent the following to the guest:
“***,
*** here at Airbnb, I hope my message finds you well
I am following up with you regarding your Revdex.com complaint # ***
Thank you for your detailed feedback and we're sorry to hear of your experience
I just issued you a payout of $- the price for 1-night stay - for reservation *** with ***You should see this amount in your account within a few business days
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
Best,
***”
We have issued our final decision for this case and we will disengage from further discussion on this topic
Best,
***
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 June 20,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in his future endeavors
Sincerely,
***
Airbnb

Complaint: ***I am rejecting this response because:
You clearly did not even read my messageI am not speaking about a couponI am talking about a creditEvery time I logged in, I was given an expiration date of that credit on the top of the page CLEARLY DISPLAYEDThe fact that that credit expired before that CLEARLY STATED expiration date is the fault of the business, not the customerHonestly, do you people even read these complaints? You have a serious issue with how you handle your creditsMore importantly, you have a huge issue with your customer service.
Sincerely,*** ***

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 17,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in her future endeavors
Sincerely,
***
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 April 12,
We regret any inconvenience that this process may have caused and we wish the
complainant the best in her future endeavors
Sincerely,
***
Airbnb

Complaint: ***I am rejecting this response because: The response was incorrectAs stated in my original claim, a partial refund was processed on October 25, which I received on October However, as outlined in my original claim, I am seeking a full refund due to the incorrect listing, as well as the customer service issues that I outlinedThe supervisor I spoke to acknowledge that the reasoning for a partial refund was incorrect, but still recommended the same refund amount, which I believe is insufficient due to the additional money I was required to spend to rectify the original issuesI am still seeking an additional refund to cover the entire original cost of the AirBnB.Sincerely,*** ***