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Address: 888 Brannan St. Floor 4, San Francisco, California, United States, 94117
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Initial Business Response /* (1000, 7, 2015/05/18) */
[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] C.
Airbnb
Initial Consumer Rebuttal /* (2000, 9, 2015/05/21) */
5-20-15
Sent via email:
Good morning Ms. [redacted],
Thank you very much for your response.
I can report that yesterday I received an email from airbnb informing me of a $66 credit to my cc account. I checked with my cc company and they confirm the credit.
I am very grateful for your support in this matter.
September 8, 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:
Dear all,
Thanks for the response. Could [redacted] please provide details on the email used to send this information? I have no records from AirBnB. If e-mail doesn't work, may I call someone on a recorded line to discuss the matter? Can they send their message through their website and to the account I used to book this room? I will do anything to make sure we communicate effectively.
I checked all e-mail accounts for the final response and found nothing. I've searched my spam folders and found nothing. I understand AirBnB made a decision regarding my transaction. I would like to know the decision. Is there something I can do to make this more convenient for AirBnB to hear the results of my inquiry?
Sincerely,
[redacted]
Sincerely,[redacted]
September 13,2017
Revdex.com Inc.
[redacted]
Oakland, CA 94607
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]
Airbnb
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
Initial Business Response /* (1000, 7, 2015/07/30) */
A coupon for $200 was sent to the complainant on June 16th. It was also requested for the complainant to add a payout method to their account in order to process a reimbursement.
Hi [redacted],
Here are a few other things to keep in mind if your coupon code isn’t working:~ Only one coupon can be used for a reservation.~ If your coupon has expired, there is no way to re-activate it.~ Coupons can only be used once. If you cancel a reservation that used a coupon, the coupon...
is also no longer valid.~ We only accept coupons issued by Airbnb.~ If you don’t use the full amount of a coupon, you won’t receive the difference.~ Coupons can't be applied retroactively.
Best,
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, 2016/01/06) */
January 6th, 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 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] B.
Airbnb
From: orphan potato [mailto:[email protected]] Sent: Wednesday, August 16, 2017 9:18 AMTo: [email protected]: info <[email protected]>; [email protected]: Re: Airbnb: ODR 2017/120796 Important: a message from Airbnb regarding your EC ODR complaint
[For Revdex.com's...
records this is a response to Airbnb's message to me today regarding case #[redacted].]
[For EC. Europa's records case # 2017/120796]
Dear Airbnb,
It seems you are latching on to one thing mentioned in a very very long complaint, and mention nothing about your first host, Natalya, being a scammer in your own case worker "[redacted]"'s words, who harassed me via Skype and yes I did already send the original emails and skype screenshots to [redacted] and also to [redacted].
You also won't explain why I was charged the second time, at all, one hour after I pressed the cancellation button, when everything was already paid in full.
Why did you charge me again?
You do not mention all of the stress your company put me under that I tried to explain to the best of my ability, about the many sleepless nights talking to your case workers or waiting for one to call back, when they never did, then getting bizarre messages from the first host in my Skype account, my personal email and she even stalked me onto other socialnetworks trying to get me to book outside of your website. Your first host, Natalya, as documented previously to your case workers also wanted me to pay for her to build a ramp because as it happened her place was not wheelchair accessible either.
You also do not mention any kind of explanation why any of what happened leading to me having to book again at all with your website when the first booking was made in good faith on my part and paid in full on my part, that no one from your company really seemed to care or want to help, and had I not kept calling your california number, I would have never gotten anywhere to even make the second booking, which in all honesty, I shouldn't have had to do. Because you shouldn't have scam listings on your website at all. You should not have your customers fall into a scam, at all. You have responded to nothing about this section of my complaint.
You want to hone in on one issue only, when I am complaining about A LOT more! That is not acceptable, but as you wish I will answer your questions about that one issue you are implying very clearly in your response to me that I am lying about! That is called Slander. And as I have not lied about ANYTHING, I find that very offensive and discriminatory, when I have tried everything in my power to make it work with both of your listings. And if you have had been paying attention, you would know that.
To answer your questions about only 1 thing mentioned in my complaint: in that upon further inspection of Goce's entrance, there was no ramp, but a deteriorated old hill with slabbed stone, and between each stone 4 cracks, 1 on each side of the stone slabs, also leading up to this said "ramp", there are cobble stones which everyone who knows anything about wheelchair accessibility, knows that they are a nightmare even with help, to get through because the front wheels called "castor wheels" get stuck in each crack between the cobble stones and also often times cause the wheels will snap off causing the wheelchair to fall forward and the person in the wheelchair to fall out and get injured!
As you see from Google Earth images attached, the ramp/hill is way too steep to go up without help and too many cracks in the non ramp, but HILL, to be able to even attempt to put my full body weight forward to start wheeling upwards without having to then bend to the back of my seat to pop a wheelie to get over the cracks , that I would not be able to get up it, it's plain and simple physics, and you cannot deny no matter what messages you read , that I called him on the phone twice to ask about this ramp once I was given further information about the building, and twice he didn't call me back. I should have just been able to trust the host and not even wasted my own time doing my own research on the building, but as soon as I reread the messages and spotted the "28 degree angle steepness, and not of worldwide standards comment", I had no choice but to do further research on my own, since Airbnb didn't want to help either.
Not everything is in your messages, just like this entire situation and complaint isn't only about the second host.
Also I was told that the elevator in the building breaks down often, and as Goce you can see moved me from the second floor apartment to the fourth floor apartment and the stairway is impossible for wheelchairs, I'm wondering if you all would you have liked me to fly up the stairs in the event of an elevator breakdown which apparently would be very likely in a run down building, and was I supposed to also get a stranger to lift my chair up the stairs for me every time this happened? What would you have liked me to do, because in reality, I would be stuck without any help.
That is why he, Goce, puts no pictures of this on his listings, because he is hiding how old and run down the actual building is.
Also, inside of his apartment the doorway sizes to the door, the bathroom door and the door outside to get in were too narrow as the apartment was built for a non-wheelchair user, my chair is 14 inches wide, but that is the seat width not the width from wheel to wheel, from wheel to wheel it is 52.8cm which makes it over 21 inches wide which would mean it would get stuck inside normal doorways even if there were no thresholds to pop over. And as you can see on the front of his building if you want to call that a ramp it is steeper than 28 degrees which he admitted 28 degrees is already over the world wide standard ,and that there are no bars on both sides ALL THE WAY UP to pull myself up even if the so called ramp was smooth, which it isn't, look at pictures attached please,
Not even the strongest most cleverest independent manual wheelchair user can workout how to wheel their front caster wheels in between the CRACKS of cobblestones which he neglected to tell me about, and then the bigger CRACKS of bigger SQUARE STONE SLABS IN BETWEEN EACH AND EVERY ONE UP THE RAMP/HILL that he also neglected to tell me about, IT IS IMPOSSIBLE!
I shouldn't even have to defend myself or even have to do my own research because I should be able to trust the words from your hosts from your website and believe them, but I had to do my own research because GOCE WOULDN'T CALL ME BACK, I got him on the phone 1 time about 1 day after booking to ask basic questions, but he said "no need to talk on phone, write everything in airbnb" and HUNG UP. AND YES, I do have a witness who was with me when I tried calling him, he was even helping to speak to Goce on the phone because Goce seemed very reluctant to even want to speak at all and seemed angry that I even called him, we don't even know if that was actually him on the phone because at first the man didn't recognise his own name and thought we were calling about a hotel, not the apartment, which apparently his family owns, which yes, we did pronounce correctly, his name that is "GOT-SEE", and the man who answered the number given on the host's listing, didn't even know who I was, and then said something like, "oh airbnb, message through that, it easier". That was just the first phone call, not the second and third one's which went ignored by your host or whomever is actually dealing with his phone calls, when I seriously needed him to explain why he didn't tell me about the lack of accessibility into and out of the building and also about the old elevator I found out about by calling the business next door and the restaurant across the street! Maybe sometimes the elevator would be working, but sometimes it wouldn't, am I supposed to take that chance? Seriously? Is that what you would advise your wheelchair customers to do, "just go and see what happens", because that is the attitude of your email response to me.
EVEN if I magically got up the ramp there is not adequate room to make a turn into the door which also has a threshold that I would need to pop a wheelie over, and it makes for an impossible entrance without help, [and as I have every right to be able to travel alone without calling someone to help me and would have been by myself] ,I would have NOT been able to get into the building myself, also would not be able to exit myself just for the simple reason that it's the same issues only going down a hill or ramp without side bars on BOTH sides of the hill and without it being completely a smooth surface then going down the chair would automatically tip forward because of the steepness, causing me to fall out of my chair and my chair to get damaged, and that's if I managed to pop wheelies magically going downhill at a very fast pace because there is nothing to hold onto on both sides. Please read regulation requirements for ramps for manual propelled chairs:
Learn the correct measurements of a properly constructed wheelchair ramp:
"Maximum slope for hand-propelled wheelchair ramps should be 1" of rise to every 12" of length (4.8 degree angle; 8.3% grade).
Maximum slope for power chairs should be 1.5" rise to 12" length (7.1 degree angle; 12.5% grade).
Minimum width should be 36" (inside rails) - (48" is ideal).
The "deck" or surface of the ramp should be set down between a side-rail assembly such that there is about a 2" curb or lip along the edges of the ramp surface. Decking could consist of 1" X 6" pressure treated pine, (or 3/4" pressure treated plywood applied to a frame).
If possible, the end of the deck (where it meets the lower ground surface) should be beveled to provide a smooth transition from the ramp to level ground. Alternatively, a sheet of 10 Ga. steel at least 10" long and sized to fit the width of the ramp could be used to span the space between the deck surface and the walk or driveway surface at the end of the ramp. This piece should overlap the ramp deck by 2" and be fastened securely with 4 large countersunk flat-head wood screws.
A level platform of at least 5' X 5' should be at the top of ramp to allow for wheelchair maneuvering. If the entranceway opens outward, there should be 1' of surface area extending from the side of the door opening to allow motion to the side without backing the chair during door opening. This landing should not be considered part of the overall "run"/length of the ramp. Any turning point along the ramp needs a level landing. If the turn is a right angle (90 degrees), the landing should be a minimum of 5' by 4'. If a "switchback" of 180 degrees is constructed, the level landing should measure at least 5' X 8'. Ramps longer than 30' should provide a platform every 30' for purposes of safety and to create opportunity for rest.
Hand rails should be provided for any ramp having a slope of more than 5% (i.e.- greater than 1:12). These should extend an inch beyond the top and bottom of the ramp and should be located 32" from the ramp surface.
Buildings modified for accessibility should provide at least 2 remotely located accessible entrances for exit in case of emergency.
There should be no step or bump exceeding one-half inch at doors or thresholds and there should be a level area 5' by 5' at doors. 1' to 1'6" space to the side of door on the pull side must be clear.
Slip resistant surfaces - carborundum grit, strips, rubber, sand sprinkled on wet paint, or rough ("broom finish") concrete are acceptable surfaces.
Ramps should have a 5' straight and level surface at the bottom to allow adequate stopping distance."
These are American and European standards, actually worlwide standards that even if his hillramp was smooth WHICH IS ISN'T, the hillramp WOULD NOT MEET.
My extenuating circumstance were about my manual evacuation issue with my faecal matter, if you really want to know and are none of your business or Goce's, as it is a private medical condition that comes along with being a paraplegic. But if I cannot get into the building to get to the bathroom, because I WOULDN'T BE ABLE TO GET INTO THE BUILDING BECAUSE OF THE LACK OF WHEELCHAIR ACCESS, and then even if I magically did get into the building and the old elevator was broken (call former guests please about elevator, the restaurant across the street, and the shop next to the apartment block, and have it measured yourself, and do your own research please, like I had to, because at this point I will only provide more evidence only if this is taken to court!
You are actually only talking about one issue and focusing on wheelchair accessibility and seem to know nothing about it, and your email to me implying slander on my part means you are discriminating against my disability. You are also discriminating against all wheelchair users by not having all hosts provide in the listing if they check the "wheelchair friendly" box PROOF OF IT BEING WHEELCHAIR FRIENDLY! ), I would not be able to manually evacuate my faecal matter in a timely manner, if you really want to know. And I travel all the time with this issue, but I always make sure that I have the right WHEELCHAIR ACCESS. Which is why I had to cancel the second booking at the last minute. Do you understand now? My disability and the things that come along with it are not normally a problem, if there is adequate wheelchair access, and neither listing I booked with you thus far, had adequate wheelchair access. That is not my fault, and me having to even spend the past two hours writing this email to you is unjust! When you should just accept my word, as I accepted the words of your hosts!
Now why don't you answer me a few questions, why did you allow the first host to scam me? Why did you allow my first booking to be booked at all to a scammer only to have to be cancelled, and then give me a coupon to book another place if you were only going to charge me again for the 419 dollars I paid out of pocket plus a further 153 dollars that was from the 242 dollar coupon I was given because of your businesses's mess up, NOT MINE!
You charged my bank account 572 dollars (that is where paypal takes the money from), which I would have never even paid without the coupon as my original listing was only 419 dollars, and yes I was charged twice, the first charge was for 419 dollars which I was refunded but you TOOK OUT AGAIN DURING THE SECOND CHARGE as well as a further 153 dollars, even though in total I had 662 dollars with the coupon to cover any costs for the second host, and as he was paid in full, why was I charged at all a second time???????
I was being polite in my email to him, because I didn't want any further harassment like I received by your first host NATALYA, And I pressed the cancel button because technically it was being cancelled, but under no circumstances was it ever explained to me that a bill already settled for would be re-charged again! So please explain in detail, why you did that to me. Also see attached image of the screenshot of MY BANK ACCOUNT BEING 171 DOLLARS IN THE HOLE, ARREARS, WHATEVER YOU'D LIKE TO CALL IT, AND ALSO NOTE THAT IT IS A 10 DOLLAR A DAY CHARGE FOR BEING OVER DRAWN PLUS A FURTHER 3O DOLLARS INITIALLY WHEN A TRANSACTION GOES THROUGH THAT CAUSES ME TO BE OVERDRAWN! I shouldn't be "out of pocket" ANYTHING. Airbnb from July 30th onward put me through hell and stress! And the audacity to charge a second time for no reason explained because of issues OUT OF MY CONTROL, is actually ILLEGAL and DISCRIMINATION!
So, yes, Airbnb, there are many more elements to this complaint then just what happened with the second listing booked. And I want a full refund for the 572 dollars immediatly, so that I can not be charged a further 10 dollars a day by my bank account, and also because it is the just and right thing to do by your company. I am not even asking to be re-imburssed for all of the out of pocket expenses in addition to the booking with Airbnb, I am simply asking for this 572 dollar charge to be refunded, since it should have never been re-charged in the first place.
I also have received no partial refund from the host, only a message saying he sent one. And I don't have time to wait for things to be processed because your unexpected charge of 572 dollars caused me to be overdrawn with my bank account.
Sincerely,
[redacted]
Facebook Twitter Email Pr
Sent from Yahoo Mail on Android
On Wed, Aug 16, 2017 at 14:25, [email protected]
<[email protected]> wrote:
Airbnb Customer Experience
Paul B, Aug 16, 08:25 CDT:
Dear [redacted],
My name is Paul and I work for Airbnb in Dublin, Ireland.
I’m reaching out as we were notified that you have filed complaint (2017/120796) on the ODR platform : https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN<...⇄ /> I have reviewed the communication between you and your host in Macedonia and have seen that the topic of wheelchair accessibility was discussed at length. Your host assured you that there is a ramp up to the building and that there is a elevator inside the building. You in return wrote to him that you should be fine once you can get to the floor in the building.
"My chair is quite small, only 14 inches wide, so once in an apartment I am fine, I just need to make sure I can enter/exit the building and get up to the apartment if it is on the 2nd or 4th floor via elevator."
Could you please clarify in which way accessibility was the reason you had to cancel your reservation with this host? If you have additional information on the building, please let me know.
I also see that you mentioned to the host that the reason you could not travel to Skopje was a extenuating circumstance on your end. I would like to inform you that we have a Extenuating Circumstances Policy which overrules the cancellation policy of the reservation. For more details on this policy, please read here: https://www.airbnb.com/help/article/1320/what-is-airbnb-s-extenuating-circumstan...⇄ /> Please let me know if you believe that your case falls under the Extenuating Circumstances Policy and if you want to request a additional refund in accordance with it.
Regarding the payment for this reservation, I see that there were some issues. However, I can confirm that you have not been charged twice. Actually, you were originally charged on 30. July, then refunded on the 4. August and then charged again yesterday 15. August. I am sorry that this is a bit confusing. If you check your paypal account you should be able to verify that you were not charged twice.
Your host agreed to a partial refund of $217.46. Once this has been processed you will be out of pocket by $356. If you can provide additional documentation, that you would not have been able to access the listing in Skopje, and that your host gave you the wrong information, we will be able to also refund the remaining amount.
I am looking forward to hearing back from you.
Best regards,
Paulwww.airbnb.com/help
THIS EMAIL IS A SERVICE FROM AIRBNB CUSTOMER EXPERIENCE.
This email is a service from Airbnb Customer Experience.
For more information visit our Help Center
[J654GE-KY0D]
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 to address her concerns on April 18th, 2016 and to confirm that this matter was resolved as of April 6th, 2016.
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
(The consumer indicated he/she DID NOT accept the response from the business.)Hi [redacted],Thank you for following up. However I do not accept the business's response. I have already sought help from air bnb and they failed in remediating my issue and protecting me as a customer. I do not feel that they have my best interests at heart and will only give me another run around and vague answers if I try to go through them again. Please look into their policy because I believe it is unaccommodating and unjust and allows the "host" to have an unreasonable amount of authority. Also since you last sent me an email no one has remotely tried to get in contact with me from their company.
August 30, 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
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 since resolved me in full. I could not find a withdrawal link on your site.
Thank you Sincerely, [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 their future endeavors.
Sincerely,
[redacted]
Airbnb
Complaint: [redacted]I am rejecting this response because: They stated that they had reached out to me to resolve this claim, but I have recieved no such communication from AirBnB.Sincerely,[redacted]
January 10, 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 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 Business Response /* (1000, 5, 2015/09/04) */
September 3rd, 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 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, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airbnb offered me $75 to replace my bed. This doesn't come close to covering the replacement cost. The amount I paid for the bed was $369.98, less than 9 months before it was damaged by my Airbnb guest. It is only fair an equitable that Airbnb reimburse me for the full original cost.
Final Business Response /* (4000, 9, 2015/09/09) */
We have issued our final decision in this matter.
We wish the complainant the best in all of her future endeavors.
Best,
[redacted].
Final Consumer Response /* (4200, 11, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airbnb's proposed resolution was to give me $75, which is less than 25% of the cost to replace the damaged item.
Complaint: [redacted]I am rejecting this response because: AIRbnb have not taken any responsibility for their part in placing young travellers at risk; inns hate descriptions of areas and misleading policy statements. Sincerely,[redacted]
Good Evening, I filed a complaint last week regarding my stay with Air BNB. My complaint number is [redacted]. Air BNB was trying to settle for 150.00 I refused, so I received a email today saying they could give me 404.00 back and I should see...
that in my account 5 to 10 business days. I didn't agree to this. When I filed my complaint with Air BNB it stated I could get up to 808 back now they're just forcing me to take 404.00. I don't agree with this and I should get a full refund back because of what this company has put me through. I will attach photos and emails. Please can someone help me with this matter. Thank You [redacted]