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

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

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: 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]

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: 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]

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

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

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

We are unable to confirm the user or reservation by the information provided in the Better Business Complaint Case No. [redacted].
 
Please have the complainant produce (i) email address associated with account (ii) telephone number associated with account (iii) reservation code associated...

with account.
Once we receive this information, we will be able to review the complainant's concerns further.
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

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]

Complaint: [redacted]
I am rejecting this response because: The owner of our maintenance company witnessed the renter damage our property.  This evidence was not taken into consideration although I submitted a letter from my maintence company as advised by an Airbnb Case Manager. The window had normal wear and tear. However, there were NOT holes in our window prior to this woman purposefully making them! She saw pieces breaking off of the window, yet continued until she made a hole! This required immediate repair! We have a damage deposit of $400. The cost to repair the damage is less than this, yet Airbnb will not make this renter pay for the damage she created.l via the damage deposit. We are disappointed by Airbnb's unethical decision and no longer feel excited to be hosting renters from Airbnb as they allowed this woman to purposefully damage our property and not pay for it during her stay. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
 
Hello [redacted],
Thank you for your message. Are you able to address my questions from my initial email? Please let me know if you need me to resend and if you need any prior attachments included. Thanks. Sincerely,**

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.

Complaint: [redacted]I am rejecting this response because:
I had to go through Twitter, of which I do not subscribe to get the matter resolved.  I spent hours on social media message boards to get advice and see if their were any other individuals having the same issue that I was encountering with Airbnb.  I found many.
After hours of searching and hearing about similar stories about the issue that we were having, a kind Lady answered me and advised me to go to Twitter and Airbnb will respond.  After finding someone to help me that had a Twitter account the issue was resolved within 1/2 hour.
I would like my complaint posted on the Revdex.com website to warn people of the Unscrupulous and Non Sensible Business manner that Airbnb delivers.
I literally have hours missing from my life trying to get paid money owed to me.  Were is my payment from Airbnb for the time and aggravation that was caused to me and my Wife [redacted].
I truly believe if we did not go on Twitter for all the subscribers to the Airbnb Twitter feed to see, We Still Would Not Be Paid.  Only then when a huge amount of people were watching the post on Twitter did the Company care about us.
The way this company does Business with Consumers is not Fair or Honest and needs to be known by Consumers before they Subscribe to Airbnb.
I will never do Business with them again and I would like this story told.
Time after time this company wrongs people and it needs to stop!
Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/09/09) */
September 9th, 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 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, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How much longer will this take? This has taken too long. We arrived at the location on time and followed all the indications provided by the host. The host was not present when we arrived, did not provide the keys to the room, and also did not have the room ready. This is not acceptable for any business.
Final Business Response /* (4000, 9, 2015/08/14) */
August 13, 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 XXXXXXX 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
Final Consumer Response /* (2000, 11, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
 
My issue was never dealt with directly.  Every representative mis-interpreted what I was asking for, hiding behind policy.
You have users who are changing their names and ruining apartments and long-standing AirBnB hosts reputations and getting away with it.You should be ashamed of yourself for how you've handled this.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
You may have refunded the money, but you have given no indication that the host has been prevented from doing this to anyone again, and you have not indicated that you have updated your systems to prevent a host from being able to change the contract amount, and use extortion to force them to agree a higher price or else cancel their reservation. 
 
How am I or anyone else supposed to do business with a company that doesnt have measures in place to protect it's customers from bahavior that is supposed to be against your policy? 
 
 
Yes you have credited the money back, but you haven't addressed this concern. Please stop stonewalling and  address this issue directly. 
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 July 9, 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