Airbnb, Inc.

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

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

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: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]

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

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]

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

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]

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

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]

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

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.)

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.

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

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]

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.

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,**

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

Initial Business Response /* (1000, 5, 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 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 [redacted] follow up with a response as soon as possible.
Thank you for your continued patience.
Kindly,
[redacted] B.
Final Business Response /* (4000, 8, 2015/09/11) */
Per our records, this was resolved with the complainant on September 2nd, 2015.
We apologize for any inconvenience that this may have caused and wish him the best in all of his endeavors.
Sincerely,
[redacted] B.
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]