Airbnb, Inc.

Unfortunately, pursuant to our privacy policy, we are unable to assist the complainant further.
 
The user associated with the reservation in question will need to contact Airbnb to support.
 
We wish the complainant the best in his future endeavors.
 
Sincerely,
 
[redacted]
 
 
Airbnb

Was overwhelmed by the trash that was placed outside the home that was there when we arrived. Seemed to be there for over a week. Place was dirty and should not be listed. I have pictures of the roaches and mold in the house and shower. The entire home was dirty and unsafe to live in. The front door would not lock completely This place should be removed from your services. It was bug infested and uninhabitable. We did not stay any of the days. It was, as I stated before disgusting and I attracted the pictures. Why would I jeopardize my health. That doesn't make sense to me. This was a disaster and an embarrassment to my family. We were afraid and felt highly disappointed. The issue could not be resolved. It would have needed an exterminator and a full cleaning. It was the most horrible experience I have ever had with an Airbnb. We contacted him and spoke with him on the phone. This listing should not be on your site. The host had the opportunity before and after we arrived to resolve the issue. For example, not having a weeks worth of trash at the house. It was infested with bugs. Also, not having a clean home with a tub that looks like that with mold coming from the floors and entire bathroom being covered. Finally, not falsely advertising a home. When you are vacation, the least you should have to worry about is where you lay your head to sleep and feelings safe. Please let me know if there are any other steps to correct this matter today. Is there a corporate number to speak with someone as well? I am willing to continue to be an advocate for fair business.
[redacted]
The reservation is under 
[redacted]
 
[redacted] is the reservation number

June 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, 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

August 15, 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. However, they indicated that I have to wait up 15 days before I can get the refund. May I request to extend your waiting period to 15 days as well before closing this complaint?
Sincerely
[redacted]
Sincerely, [redacted]

April 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

July 18, 2017
 
 
[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 31, 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 I will allow AirBnB to investigate the incident before they determine their resolution response.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 June 11, 2017.  
 
 
We regret any inconvenience that this process may have caused and we wish the...

complainant the best in his future endeavors.
 
Sincerely,
 
 
[redacted]
 
 
Airbnb

Complaint: [redacted]I am rejecting this response because:
The company failed to assist me with my problem.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: No one reached out to me to resolve this issue! I have been the one to initiate ALL contact to AirBNB and every time I had to sit on hold and wait at least 20 to 25 minutes before I spoke to a representative, then I had to re-explain the situation in it's entirety and they acted as if they had no clue as to what the issue was or no notes were added to my file. Their customer service line hung up the phone on me 4 times, so I had to call them back and go through the process from the beginning, and they continued to tell me that it was an issue with my bank and not them even after I provided my credit card statement showing the double charge. I even had to get my bank on the line for a conference call so that the bank representative could tell them that this was clearly a problem stemming directly from AirBNB. I spoke to an AirBNB customer representative briefly with my bank representative, was put on hold so they could transfer me to someone in their "billing and payments department" and then I was hung up on again! AirBNB has acted as if this entire problem was not of their doing and I still have not received any notification from them referencing the interest charges that are accruing on my credit card from the $4,804 double charge. This company's customer service is a joke at best and their ability to handle and fix payment issues, that they themselves have caused, is non-existent! I still don't have the charge refunded!! It's been 2 weeks!!!Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/06) */
November 6th, 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 have followed up directly with the complainant to address her concerns via the email address on file.
As final confirmation, this matter was resolved on October 27th, 2015.
Per our public information on the Airbnb site, we are bound to the host's cancellation policies, house rules, manuals & Guest Refund Policy.
We encourage our guests to contact their host first to discuss cancellation/refund requests and then involve Airbnb if the host & guest cannot amicably come to a resolution.
This information can be found here:
- https://www.airbnb.com/help/article/90
- https://www.airbnb.com/help/article/149
- https://www.airbnb.com/help/article/169
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, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
after complaining to the Revdex.com concerning Airbnb' s "not user friendly site" their no room for error, and contact with them being a big hassle, I recieved a call from an airbnb representative telling me that I would recieve a full refund, they went ahead and cancelled my reservation w/out asking. I was happy to recieve the refund but would have liked to have a say in cancelling the reservation. a few weeks after that I recieved what felt like a stern rebuke as to how to use their site properly, felt like I got spanked. it just doesnt seem very friendly or encouraging to do business with them. ive definitely learned that I cannot make a mistake and had better be on my toes if I want to book with them. Very stressful!
Final Business Response /* (4000, 9, 2015/11/11) */
We thank the complainant for sharing their feedback and concerns, it is very much appreciated.
At this time, we have deemed this matter closed.
We wish the complainant the best in all her future endeavors.
Sincerely,
[redacted].
Airbnb
Final Consumer Response /* (2000, 11, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A friendlier response this time. thank you

On March 3, 2017 Airbnb emailed the following:
 
'I hope this message finds you well. I wanted to follow up with you regarding your Revdex.com claim #[redacted]. I understand that you canceled the resolution with [redacted] due to a review that mentioned cockroaches. As stated by the previous case manager, [redacted]: We always recommend that you look over the reviews for a host before you book... The issues that others have had with a listing, do not always mean that you will have those same issues... We require photo or video documentation in order to issue a refund outside of the hosts refund policy and I see that you were not able to provide this. As this information was available to you at the time you booked, we will not be able to provide a further refund.Thank you for your patience and we hope you continue to be an active member of our community.'
 
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: There information on the website is unclear and when I did a chat with Airbnb before sending the money, I was assured my reservation was good and there should be no problem.  They have very low security on their website if there is a constant problem with hackers.  I want my money back due to their negligence of providing a secure website.Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/06/15) */
[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, 9, 2015/06/18) */
6-18-15
Sent via email:
AirBnbB's response has NOT resolved my complaint.
I have been in touch directly with Airbnb several times. The only thing they will tell me is that they have made the final and unilateral decision to permanently delete my account. They will not tell me why they have made this decision. They refuse to reconsider their decision. They refuse to discuss it futher or give me any information.
I have not done ANYTHING to warrant this action. I am a regualar, normal Airbnb user. I used to rent out my apartment as a host, the last few times I rented an apartment as a guest. I have always had good relations with all of the people I interacted with on Airbnb and several positive reviews. I believe permanently deleting my account is unwarranted and a bad business practice. What possible reason could they have for such drastic action? Perhaps it is discrimination (in which case I could sue Airbnb)? Perhaps another Airbnb user is spreading lies about me (in which case I would have the legal right to sue them for slander)? Perhaps it is an Airbnb internal error which they refuse to investigate?
I am not the only one this has happened to. I have done some research and have found that other Airbnb users have suffered similar issues. One user was told that his account was being "permanently deleted" for "multiple violations" despite the fact that he had never actually made an active booking on the Airbnb website before. He had to resort to repeated public posts about the issue and threatening to email the CEO before Airbnb finally restored his access. http://www.reddit.com/r/AirBnB/comments/2joabq/my_account_has_been_deleted_witho...⇄ /> I do not want to escalate this situation to a major public or legal issue, I would much prefer to solve it through Revdex.com. One possible middle ground to resolve this dispute would be a temporary suspension of my account (6 months) and an explanation of how Airbnb believes I violated the terms of their agreement. Even if I disagreed, I could learn from the dispute and I would not be so emotionally impacted.
[redacted]
Final Consumer Response /* (3000, 12, 2015/07/02) */
7-1-15
Sent via email:
Airbnb has contacted me again. Again, they have refused to tell me why they are permanently deleting my account.
[redacted]
Sent from my iPhone

Initial Business Response /* (1000, 6, 2015/09/04) */
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
Initial Consumer Rebuttal /* (2000, 8, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the $300 that was promised to me by their lawyer along with the other funds that were refunded to me right before my call with their lawyer.

Complaint: [redacted]I am rejecting this response because: The business has not give me an resolution, it says they are viewing the problem, the business try to stall the matter. I have opened a case in airbnb 's website, after I had been waited 3 weeks,  they rejected  to protect my lost.  This is why I came to Revdex.com looking for a help. In Revdex.com, they try to redirect the complains to me directly avoiding Revdex.com complains broad.  The guest they sent to me, [redacted], has sent me other harassment message and threatened me. I enclose an attachment of his message, Airbnb shall do something for a person like this , such like suspension.
Airbnb states to protect host, I have not see anything they do for a protection. Sincerely,[redacted]

June 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

Complaint: [redacted]I am rejecting this response because: the agent who is "working with me" basically said "sorry you don't like how we do business" and has simply dropped the matter without even an attempt at dialogue.Sincerely,[redacted]