Airbnb, Inc.

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

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

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

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

Complaint: [redacted]I am rejecting this response because:
Airbnb has yet again failed to acknowledge the host's role in what prompted the dispute.  It instead continues to act in the interest of the host, showing not even the slightest inclination to hold the host culpable in what led to the dispute, as well as the overall inconvenience, discomfort and distress associated with this reservation.
Furthermore, Airbnb has clearly demonstrated that it will resort to whatever actions necessary to advance its own interests as it pertains to this reservation, including threats, misinformation and coercion toward me as the guest.  It has also blatantly contradicted its own terms, policies and standards with the tactics it has employed over the course of this dispute.
Sincerely,[redacted]

May 2, 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. Sincerely, [redacted]

April 21, 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: 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]

Complaint: [redacted]I am rejecting this response because:I was not contacted since the submission of this complaint to the Revdex.com.Sincerely,[redacted]

February 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.
Sincerely,
[redacted]
Airbnb

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

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

Complaint: [redacted]I am rejecting this response because:Airbnb has given me a satisfactory response, saying its not their problem more or less. They offered me a $300 credit to use for Airbnb but I won't be using Airbnb again. I would like a refundSincerely,[redacted]

You have asked for documentation regarding this dispute.  I have attached a pdf with two documents.  The first is my Citi credit card statement from April 7, 2017 reflecting the charge of $435 by Airbnb to my account.  This statement also reflects that Citi gave me a conditional credit on that charge pending a response from Airbnb for disputing the charge.  Airbnb told me repeatedly on the phone that they did not charge my account – obviously, that is not true. 
The next document is the email I received from Airbnb on March 23rd, where they inform me they will return the money – they have not done so.  Thus, Airbnb has admitted they did charge the money for a reservation request that was canceled due to their repeated attempts to bill me when I had already paid them – me already paying is confirmed by the credit card statement.  At this point in time, Citi’s credit is only conditional until Airbnb actually returns the money.
The dispute is not resolved until they refund the money. The information provided is for this complaint only and you have no permission to use my personal information for any other purpose.

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.)

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

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.

We are sorry to hear that the complainant has not received our response. As previously advised, we sent our response to the email address associated to his Airbnb profile on June 27th. Since the complainant has not received our notifications to the email address associated to his profile, we have re-sent the email to [redacted].
We are unable to assist the complainant further and wish him the best in his future endeavors. 
Sincerely,
[redacted]
Airbnb

Initial Business Response /* (1000, 7, 2015/05/31) */
[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, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airbnb has yet to call me regarding our complaint. There inability to respond is what led me to the Revdex.com in the first place. I am unwilling to accept this response until I hear from them.
Final Consumer Response /* (3000, 15, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a flat out lie on behalf of Airbnb. Airbnb has not contacted us ever: not when we originally made the complaint, not when we made numerous attempts to contact them, and not when we filed a complaint with the Revdex.com. We urge the Revdex.com not to close this case as it is by no means resolved. Airbnb please step up and talk to us about the issue we had with your service.
Final Business Response /* (4000, 17, 2015/06/15) */
On May 1, 2015 a member of our Trust and Safety team wrote to the complainant:
"Thanks for getting in touch. As extra guests are not a physical damage, we cannot charge your guest's security deposit without their approval.
We do understand that this may have been a difficult and frustrating process. Whenever a situation like this arises, we advocate for an amicable solution. As a third-party not present during the reservation, we also cannot charge the guest's deposit for non-physical damages without their consent. The reasoning behind this decision is that we do not have sufficient supporting documentation in the form of photos and invoices justifying the amount claimed.
Please know that we are truly sorry for any negative experience that has occurred in relation to this reservation, however our decision is final and cannot be overturned. You are welcome to request reimbursement from your guest, however, please know that this will not involve our mediation."
Regrettably the decision on this case is final and a refund is not possible at this time.