Airbnb, Inc.

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: 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]

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is also no longer valid.~ We only accept coupons issued by Airbnb.~ If you don’t use the full amount of a coupon, you won’t receive the difference.~ Coupons can't be applied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,

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

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]

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.

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

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

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.

March 17, 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: 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]

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, 2016/01/19) */
January 19th, 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 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]
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not notified in the correspondence that I received from Airbnb of any change in their policy as outlined in my initial request. Additionally, I was not advised of the present policy regarding a guest experiencing violence at the hands of their host. Thus, I do not even know if such a policy presently exists.
I might be willing to settle for ANY written policy regarding violent hosts, but to date am not aware that any exists. Thus, I do not accept this as a complete or satisfactory response.
Final Business Response /* (4000, 9, 2016/01/26) */
We are sorry to hear that the complainant is disappointed in our response. We appreciate his feedback regarding this matter.
For more information regarding Airbnb's policies, please see our terms of service: www.airbnb.com/terms
We issued a full refund in addition to compensation of $114 for the hotel.
We are confident that this constitutes a reasonable resolution to this claim.
For future reference, our telephone number is available on the booking confirmation and we can be reached at X-XXX-XXX-XXXX, 24 hours a day.
We wish the complainant the best in his future endeavors.
Sincerely,
[redacted] B.
Airbnb

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

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

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: I still have not received the refund for the service I paid for but did not use and was forced to cancel. I am requesting a full refund. I do not find a $200 credit (which is less than half of the refund I am entitled to) satisfactory because the company is not one that I will ever use again. 
A credit to use their service again, or anything other than a FULL refund is not satisfactory for a reservation that was purchased but never used because I was forced to cancel by the host and the case manager.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: this is nonsense.  Airbnb deems the case "closed" without responding or taking responsibility for their actions.   All they have to do is respond by saying, "well we responded, sorry if you don't like it.  Case closed."  They are guilty of fraud and collusion, and simply to "close" a case because they don't want to deal with it is unacceptable 
 
Sincerely,[redacted]