Airbnb, Inc.

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

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

Initial Business Response /* (1000, 7, 2015/07/06) */
As a one time concession we have refunded the complainant the equivalent of $14 dollars a day for 9 days, or $126.00.
We thank her for her input and feedback and wish her the best in all her endeavours.
Kindly,
[redacted]

Unfortunately, pursuant to our privacy policy, we are unable to assist the complainant further because she is not a guest on the reservation number provided.
 
If a guest on said reservation number files a complaint, we can assist.
 
We wish the complainant the best in her future endeavors.
 
Sincerely,
 
[redacted]
 
 
Airbnb

May 3, 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

On May 15, Airbnb emailed you the following:
'Thanks so much for your patience throughout this process. We appreciate the time you’ve taken to share your concerns with our team. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.We’re truly passionate about providing our community of hosts and guests with the best possible traveling experience. I’m really sorry that this hasn’t been the case here. Just know that we’re always working to improve our products and policies, and even when we aren’t able to accommodate requests, we absolutely value our users’ feedback. As a customer of Airbnb, your voice is both powerful and essential and I’ll be sure to pass your thoughts on to the right team.Thank you for your cooperation during the mediation process and for your valued time and contribution."
 
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, 2015/05/21) */
[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 his the best in all his endeavors.
Sincerely,
[redacted] C.
Airbnb

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

May 25, 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

May 5, 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 has failed to address the issue, simply due to timing. The reality is:
1) The host told me by phone that she would give me a partial refund for the issues I was experiencing and said she would work this out via Airbnb. Immediately upon it becoming clear that she wasn't going to 
2) I then immediately disputed it with my credit card company, Amex. This was first filed in July, within weeks of my stay. At that time, Airbnb, as the merchant, would have received the details of my issue / claim. However Airbnb claims that they never even knew about my issue until Revdex.com contacted them, which is simply not possible, as any credit card company immediately contacts the merchant when a dispute is filed, and Amex did just that, providing Airbnb with the detailed affidavit/statement I made which highlights all the issues.
3) Airbnb is [wrongfully] claiming that they only heard of my issue a couple months after my stay, and, as such, they refuse to do the right thing and offer me a refund (even though, as you can see in the attached email exchange, they acknowledge the issue and note that they would normally be happy to refund me for what is a very valid issue - ie the fraud they facilitated via their site).
4) It also seems (as you can see in the attached email communication) that Airbnb is seeking to punish me for exercising my right to, and trying to protect myself by, filing a credit card dispute - this is completely irrelevant to the merits of my case and Airbnb's decision to issue a refund or not, as the credit card dispute can be closed by me at any time that Airbnb agrees to do the right thing and issue at least the partial refund I am seeking in my original complaint.
 
It is extremely disappointing that Airbnb thinks they can hide behind their size and web-based platform, only communicating by email to essentially stonewall and frustrate customers like me from getting what is rightfully owed to me: a refund owed to me for the complete misrepresentation/fraud that they facilitated through their site. 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:The hateful/slanderous review from the host is still on my airbnb profile. This needs to be removed. Sincerely,[redacted]

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.
 
 
Best, 
 
[redacted]
 
Airbnb

Hi [redacted], 
 
On June 15, 2017 Airbnb issued you a final refund for reservation [redacted] which means you have now beed refunded in full the amount of $651.
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

Please note that the "Listing on site at time of booking" fraudulently conceals that the booking is for Unit A, and instead misleads the guest that the booking is for the "entire home".  It is only after booking that the "Booking Receipt" indicates that the booking is actually for Unit A (not...

an entire home).  "Revised listing after booking" shows the listing that the host now uses to describe the property, specifically disclosing the exact material information that was fraudulently concealed from me at the time of my booking.

I don't know what to say but this is fraud and false advertising and Airbnb will be held responsible!
It's against my policy to be taken advantage of this way.
I'd like to hear from one of your executives. There's something wrong in the way you are dealing with customers!
I'm not going away until I receive a full refund!!!
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

August 25, 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

Hello, I believe Credit Monitoring is the expected action other companies take when they confirm their users data has been compromised. This is literally the least your company can do after everything you put me through.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

September 11, 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.
 
An Airbnb representative has been in contact...

with the complainant directly to address their concerns, and is actively work with them on a solution.
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 March 13, 2017.  
 
She has been refunded in full of $100 as of today.
 
We regret any...

inconvenience that this process may have caused and we wish the complainant the best in her future endeavors.
 
Sincerely,
 
[redacted]
 
 
Airbnb