Airbnb, Inc.

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 30, 2017.  
 
We regret any inconvenience that this process may have caused and we wish the...

complainant the best in his future endeavors.
 
 
Sincerely,
 
 
Renea
 
Airbnb

Initial Business Response /* (1000, 5, 2015/12/28) */
December 28th, 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 reached out directly to the complainant on December 28th 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

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: I will accept a response from AirBnB when I see that the refund is in process and visible on my credit card statement, which I was told could take up to 10-15 business days.Sincerely,[redacted]

August 4, 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: 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]

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

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

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]

Initial Business Response /* (1000, 7, 2015/06/29) */
We have refunded the user the requested amount.
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, 10, 2015/06/30) */
AirBnB sent an e-mail to me today indicating that they are refunding the $134.00 I had requested. I really appreciate your help with this and you may consider the case closed.

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 8th, 2017 with a refund in full.  
 
We regret any inconvenience that this process may have caused...

and we wish the complainant the best in her future 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 April 6, 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: The advertised information on the Airbnb website for Laureles Medellin Colombia was false and I was only able to confirm this after my funds were withdrawn from my account. Airbnb needs to also hold responsibility of the information posted on their site. I have tried to contact them several time and the representatives on read from their screen "Sunny the manager has tried to locate you several times but has been unsuccessful, I ask for [redacted] contact information and it can never be provided"
This leaves a bad feeling within as I don't believe that Airbnb show seriousness to their customers. This behavior from Airbnb indicates lack of trust allowing hosts like [redacted] to post false information and then turn around and throw the policy and regulations that they are covered by Airbnb. As a customer I follow their directions on how to cancel and get my funds return but I never received a true confirmation of this process. Please Revdex.com continue investigating this matter as I am a victim of false advertising through a know company Airbnb who also wants to hold no responsibility whatsoever with the customer. Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/06/15) */
A final resolution was reached in this case and the user was informed. We are confident that this resolution effectively resolved this claim.

Complaint: [redacted]I am rejecting this response because: Airbnb did not provide any information or a resolution to this matter. My complaint stands, so this should be reflected in Airbnb's Revdex.com score.  Thank you for your assistance with this matter, Revdex.com.Sincerely,[redacted]

November 4, 2016
 
 
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
[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 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, 2015/08/11) */
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, 9, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How much time do they need?
Final Business Response /* (4000, 11, 2015/08/18) */
8/18/2015
[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 her endeavors.
Sincerely,
[redacted]
Airbnb
Final Consumer Response /* (2000, 13, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response /* (2000, 6, 2015/05/22) */
I finally received a full refund in my credit card. Thank you!

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 14, 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

Thanks so much for your patience throughout this process. We appreciate the time you’ve ta[redacted] 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