Airbnb, Inc.

The business and I have actually already reached an amicable solution to address this issue as of today. You can now close this claim of mine. Thank you a lot!

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.
 
 
Be well, 
 
 
[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]

Complaint: [redacted]I am rejecting this response because:
Here is a recap of my experience, with some additional information. My friends and I decided to take a week long vacation in Virginia Beach and reserved an Airbnb for the week. I got an email confirmation saying that my reservation went through, my credit card was charged, and I got an email reminding me about my upcoming trip. When we arrived in Virginia, we called our host who told us that he had just checked other guests into the house for the week. We arrived on Sunday and were staying til Saturday. The host told us that he would try to call Airbnb and help us work out the issue. We then went to call Airbnb and we had an extremely hard time getting through to actually talk to someone- we were on hold for an extremely long time. When we called Airbnb we explained the situation and they cancelled out original reservation, but at this point it was 8pm, it was dark out, and we were 4 college females that were stranded in a city that we were not familiar with, without a place to stay. At this point we were extremely stressed and getting really nervous. When we explained that we did not have a place to stay for the night, the staff was not helpful. They were aware that we were young college students and we felt that they were trying to take advantage of us. They told us to book a new Airbnb on our own, but the type of accommodations that we wanted were out of our price range at that point. We had originally booked and entire house on 22nd street in Virginia Beach, which is the main street with restaurants, bars, and shops. The options that they were sending us were either far away from our original location, a lot more expensive, or much smaller than we had originally booked. They sent us a few options that were out of our price range (they were about double what we had originally paid) and they were only willing to offer us $150 off even though we would have had to pay an extra $900 due to their error. They did not seem to care, and even when we asked to speak to a supervisor, Airbnb was extremely rude and not helpful at all. I finally started to message other hosts from my account and we were lucky enough to reach a host that was willing to lower our price for us, in order to have us pay the same amount as before- this was the hosts doing, not Airbnb's doing. We were lucky that [redacted] was able to host us, but we ended up being farther away from the main strip than we wanted, we were in a smaller apartment than we wanted, and because we were farther away, we had to order many [redacted], which forced us to incur additional costs, all because of Airbnb. And, this took TWO hours for us to resolve. Vacation is supposed to be fun and relaxing and this was not an ideal was to start off our trip. I'm extremely angry because the employees at Airbnb were extremely rude to me and my friend, and even screamed at my friend and brought her to tears, which is so unprofessional, I am actually appalled. They acted as though they could take advantage of us because we were stranded and desperate for a place to stay, and because we are students. As a business student at my institution, I am honestly appalled by Airbnb's business practices. The company refused to take any responsibility and rather than being compassionate, they kept barking out company policies at us. The thing that I find very interesting is that Airbnb claims to have "world-class customer service" on their website, which is not close to what we received. They also claim to want to keep communities safe, but we did not feel safe when were stranded, at night, without a place to stay. I also find it interesting that Airbnb employees mentioned that our original host would be charged for cancelling our reservation at the last minute. So basically we got screwed over, but the company made money off of it because they charged our host. Overall this has been such a terrible experience and I'm honestly so disappointed because I have always raved about Airbnb and have introduced the company to many friends and family, and honestly now I want nothing to do with the company, and don't want others to have the negative experience that I've had.   
The reason that I am rejecting Airbnb's response is because they only offered me a $200 discount on a future Airbnb purchase. I had such a bad experience that honestly I'm not looking to rent another Airbnb anytime soon. I feel that this response was extremely selfish of the company. Basically they think that they can make everything better by giving me a discount, but in reality if I use the discount then I'm just giving the company more business. They aren't trying to help me happy as a consumer, they are being selfish and trying to gain more business for their company. I planned on spending $970 on an entire house, not a small apartment. I wanted to be on 22nd street, not 10th street, and because we supposed to be on 22nd street, we were not planning on incurring extra costs for [redacted]. Not to mention all of the stress, and frustration that has come with it and the lack of customer service that was exemplified towards us. I would like a refund on my credit card. Personally I believe that Airbnb should pay for my trip as we ended up being downgraded and incurred extra costs, but if not that then I believe that they should at least pay for a large portion of it, as this has been absolutely ridiculous and I have never experienced such poor customer service from a company in my life. 
Sincerely,[redacted]

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

September 8,2017
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

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 her future endeavors.
 
Sincerely,
 
[redacted]
 
 
Airbnb

Complaint: [redacted]I am rejecting this response because:
 
Airbnb had the habit of not responding in a timely fashion, andthe customer service experience is horrible to say the least. 
I will close the complaint when they bring resolution to my issue. Sincerely,[redacted]

February 24, 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

Initial Business Response /* (1000, 7, 2015/11/24) */
November 24th, 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 November 24th, 2015 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:
Airbnb has admitted the fault on their part, that is there was a technical problem in their mobile app that took payment out of my credit card without my permission. They still have not refunded the difference back to my credit card or an apology for their mistake.
I am looking to Airbnb to refund the difference and offer an apology as soon as possible.Sincerely,[redacted]

September 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, 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 I'm not satisfied with the outcome as I have submitted sufficient proof and my claims was still denied. Sincerely,[redacted]

April 20, 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, 8, 2015/07/18) */
[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] C.
Airbnb
Initial Consumer Rebuttal /* (2000, 10, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Airbnb Customer Service reopened my dispute and ultimately refunded nearly all of the charges (although not the cleaning fee, which is the irony icing on the cake). The change of heart was supposedly due to the fact that this was my first time booking with Airbnb. I still have many reservations about the Airbnb model and the reliability of its ratings system, which more so than other crowd-sourced opinions, seems particularly open to fraud and tamperinga charge they do not deny, nor do they attempt to remedy. I remain unable to leave a review of the listing, but will take my refund as a satisfactory resolution and probably never use Airbnb again, and thus never use the coupon that they initially gave me instead of a refund.

Complaint: [redacted]I am rejecting this response because it fails to respond to my previous explanation of why my wife and I feel that failure to return our deposit is unfair and unreasonable under the circumstances.  The host in this case, Mr. [redacted], fully aware that we were a party of five travelling with a dog, rejected our request for a reservation on the ground that he did not want the dog on his property.  Only after Airbnb advised him that such a rejection would be treated as a cancellation by him (because his listing showed the property as pet friendly) did he note that the original request had erroneously indicated that the group was a party of one (seeking to rent his four bedroom home -- a patently ridiculous offer inconsistent with the understanding of all parties -- apparently due to a default entered by the Airbnb software and not noticed by me, as I had at all time searched their site for accommodations for five).  Although we had previously received a corrected confirmation indicating that we were a party of five, and although Mr. [redacted] had previously indicated in writing his understanding of this fact, he then "accepted" the reservation request (which he had previously rejected) with a specific threat to call the police and have us removed from the property if more than one person showed up.  To our horror, Airbnb supported his claim that, since we were unable to accept this proposed arrangement, we had cancelled a contract (we hold that no contract was ever formed, because there was no meeting of the minds), and more than $1,200 of our deposit was therefore forfeit.  We think the facts speak for themselves and continue to be appalled at Airbnb's failure to see that their host is attempting to game their system to defraud us.Sincerely,
 
[redacted]

Initial Business Response /* (1000, 5, 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 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] C.
Airbnb
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received a reimbursement of $67. While the explanation given by Airbnb as to why I cannot use the voucher provided to me is unclear, I accept the reimbursement.

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 30th.
 
We regret any inconvenience that this process may have caused and we wish the complainant the best...

in her future endeavors.
 
Sincerely,
 
[redacted]
 
Airbnb

August 23, 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:They are not willing to compromise, they are promoting fraudulent behaviour, not taking down these listings and not willing to compensate or even help with informationSincerely,[redacted]