Airbnb, Inc.

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

Initial Business Response /* (1000, 5, 2015/05/08) */
[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] C.
Initial Consumer Rebuttal /* (3000, 15, 2015/08/03) */
$200 for the 4 cancelled reservations,
$1550 for [redacted]'s reservation,
unblock dates for 3 cancelled reservations (1 in August and 2 in September).
Final Business Response /* (4000, 17, 2015/08/05) */
We have review this case and a customer experience agent was in touch with the complainant explaining the cancellation polices and fees.
At this time no compensation can be offered to the complainant and as per cancellation polices the calendar cannot be updated.
We apologize for any inconvenience this may cause.
Final Consumer Response /* (4200, 19, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's their fault, and they are charging me!

Initial Business Response /* (1000, 7, 2015/08/10) */
[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 and an open ticket awaits a final decision.
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 /* (3000, 9, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been contacted by AirBnB, and the last I heard from their representative, [redacted], my claim was closed and a final decision had been reached not to make any refund except the service fee. I think AirBnB is evading my requests.
How long do I have until this case with Revdex.com is closed? If AirBnB contacts me, I will certainly let you know.
Final Business Response /* (4000, 11, 2015/08/13) */
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 and an open ticket awaits a final decision.
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 /* (4200, 14, 2015/08/14) */
I received this response from [redacted] at Airbnb, denying any refund:
"I wanted to let you know that I reviewed your reservation and I see the host provided a refund of $801 USD for the 2 days the elevator was not working. As the host did an effort to resolve the situation and you stayed at the listing for the entire time of the reservation we won't be able to process a refund beyond the amount provided by the host."
As Airbnb knows, the length of the stay was 4 nights, and the cost was $2291. 2291 divided by 2 = $1145.50. The $801 is not sufficient nor fair, and the first Airbnb rep I spoke with acknowledged that. Further, the attitude of airbnb which is that apparently I should have left and found other last-minute accommodations in a foreign country is astoundingly poor for a travelhost website. BUYER BEWARE OF AIRBNB YOU ARE ON YOUR OWN IF YOUR HOST DOESN'T DELIVER!

Information has been kept with my AIRBNB listing account the dates when the error began February 21, 2016. My calendar was not advertising the amount myself or a manager would indicate, which was $75/night. It would automatically change to a much lower rate, $36-$51 per night. I had to cancel & refuse #4 guest because of the error. I excepted #1 guest Fernando Pena Vidalon simply because he was far from home and in need of staying several days. His reservation is the attached document; where you will see just how little his cost for a complete unit was. I also kept a record of the managers I spoke with during this time, seeking there help in order to correct the problem before the peak period came. I was on the phone everyday! AIRBNB has a record of every conversation, it's been documented!!!!
 
Thank you
[redacted]

Complaint: [redacted]I am rejecting this response because: Air BnB refused to deal with my request.  That's fine.  They've made their position completely clear and confirms their poor business practices. I, in turn, will channel my efforts in another direction and advocate for greater regulation of Air BnB through my state and federal elected officials as well as the media.  I will go out of my way to curtail the unfair business practices of Air BnB in the future and certainly never use their services. 
On the other hand, I am extremely grateful for the time and effort that the Revdex.com has put into trying to resolve this issue.  I hope you are also able to note the unfair business practices of Air BnB.  Again, thank you for your time, efforts and support.
Regards,
[redacted]
Sincerely,[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 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

Hi [redacted], Thank you for reaching to bring this to our attention. I want to let you know that I’ve made note of everything and steps are being taken to resolve things as quickly as possible. This is something that may take a month or more to be fully resolved. In the meantime, this case will still...

be open and you can always reach me by replying directly to this email. Rest assured I will follow up with you as soon as I have an update. Thank you for your ongoing patience. Best wishes, [redacted] Airbnb

Initial Business Response /* (1000, 7, 2015/08/10) */
After reviewing the complaint and considered the proposed resolution, a refund equivalent to the service fees has been processed. It should be available on the complainant's account in the next couple of days.
Regrettably, no further refund...

is possible at this time.
We apologize for any inconvenience this may case and with the complainant the best in all their endeavours.

Initial Business Response /* (1000, 7, 2015/05/21) */
We are happy to report that this issue was resolved and a coupon was granted to the complainant on May 6th, 2015.
We thank her for her patience and hope she continues to be an active member of our community.
Very kindly,
[redacted] C.

Complaint: [redacted]I am rejecting this response because: My listing had to be blocked during a prime time period (Spring Break) where I lost quiet a bit of income. For the very reason of, the listing kept advertising & continued to remove the price I would input! The listing was advertised at an extremely low price & even with the help of there managers, setting the price at what I wanted, the listing wouldn't remain at my asking price! Some how, they claimed to not have an explanation for it! I would get a slue of calls, for quiet naturally everyone wants to rent a complete private exclusive apt $31-$51 a day! It doesn't matter to AIRBN because they will get paid no matter what! My qualm is, if they can't explain it, it could happen again! Even if I do create a new listing, which is what there solution to the problem was. I plan on going over to VRBO, Vacation Rental By Owners, I can't and will not continue to contribute to an agency which whom I question there integrity! To anyone reading this beware!
 
Sincerely,[redacted]

Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint.
 
In order to proceed with our review, please provide the reservation code associated with this issue.
 
Sincerely,
 
[redacted]
 
 
Airbnb

Complaint: [redacted]I am rejecting this response because: This is the verbatim response I received last time, despite my much more detailed follow up.
It is absurd. I made it quite clear that the "fraudulent" websites to which we refer are still active and operational. If they are so concerned with protecting people etc etc, then why are they allowing these sites to continue running?? If they are as aware of them as they seem, then why are they not having these thieves prosecuted to protect their brand?
I showed ample documentation to validate my position and I in turn receive a "how to" and call the police email.
If I operated my company in this manner, I would be out of business due to terrible reputation in the marketplace.
They simply do not care...as evidenced by the duplicate form email I received. Btw, the first email from them arrived mere hours are I called their corp officer (for the 6th time) and made clear my intent to notify Revdex.com.
I wholeheartedly reject their cavalier approach to my situation.
Sincerely,[redacted] Gallelli

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 May 13, 2017.  
 
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.
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:
Hi, 
 
No I do not consider this issue to be resolved. We stayed under horrible conditions and the only thing they did about it was issue a voucher that was for only $100. I spent about 3 hours and countless emails trying to get this issue resolved. 
 
For people who are on vacation to go to a cold weather and have no hot water is not right.
 
I am not satisfied with their response.
 
Best,
[redacted]

Initial Business Response /* (1000, 7, 2015/07/29) */
Our customer experience team reached out to the complainant on July 8th with a final resolution. The case is now closed.

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

September 4,2017
Revdex.com Inc.
[redacted]
Oakland, CA  94607
Re: Case #[redacted]
 
Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint. In order to proceed with our review, please provide the...

email address, telephone number, account name and/or reservation code associated with this issue.
Sincerely,
[redacted]
Airbnb

Complaint: [redacted]I am rejecting this response because:  As before.  Unacceptable and want to ensure it is recorded as such.Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/11/09) */
November 6th, 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 followed up directly with the complainant to address her concerns today, November 6th.
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

August 1, 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