Airbnb, Inc.

Complaint: [redacted]I am rejecting this response because:
 
Hi there,
 
Here is the response saying I [redacted] get a full refund:
 
[redacted], Jan 12, 04:38 CST:
Hello [redacted],
I hope you are doing well! This is [redacted]iam from Airbnb and it is my pleasure to be helping you today. I'm sorry to hear about your stroke and I hope you are feeling better. I would hate for your first reservation with us to end so poorly! I have waived the guest service fee for this cancellation. You [redacted] have received the full refund for your reservation with [redacted]
If you ever have anymore questions or concerns in the future, feel free to contact us again.
Thank you for being a part of the Airbnb Community
Best wishes,
[redacted]
Thank you,
 
[redacted]Sent from my iPhoneSincerely,[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)I'd like to thank AirBnB for its response but unfortunately, I have yet to receive any type of communication from them. I have not received a phone call or an email or any other form of communication. It has been a full week since they responded to my complaint and there has been no follow up on their end whatsoever. Therefore, this issue remains to be unresolved and unaddressed. And most importantly, I still have no refund.

Complaint: [redacted]I am rejecting this response because:
I have responded to Airbnb directly and pointed out that their response still has not answered to my complaint. The main content of the messages are pasted below for your reference:
 
"I am afraid that you have not answered the complaint. I have not authorised the payment. Airbnb took the payment out of a card on my account which is not the default payment card and not in the default setting of currency. Airbnb should not have taken that payment at all. Therefore it is neither my nor my bank's responsibility to deal with Airbnb's mistake.
I am looking to Airbnb to put the situation back as to the money has never been taken, that is to refund the amount that includes the difference. Please note that I do not accept any voucher from Airbnb as a form of refund."
I have not received the difference up to date. I specifically requested that I do not accept their voucher as a form of refund. My position remain the same.
Sincerely,[redacted]

We have addressed the complainant’s concerns to the email address on file for the applicable profile, and resolved this matter as of April 7, 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.
 
 
Be well, 
 
[redacted]
 
Airbnb

Initial Business Response /* (1000, 5, 2016/02/13) */
February 13th, 2016
[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 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] B.
Airbnb
Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response; however, I decline the company's offer of a gift card, as I would not recommend doing business with them.

I am sorry they don't see their policies are flawed and effect customer experiences on so many levels.  Had they rectified this by paying the difference in my expenses I may have considered using them again, but now this will only encourage me to tell potential customers to chose other options as they have no consumer protections.  I am meeting with one, to be more, of my state representatives in WA this Friday 6/9/17 to discuss changes laws in WA around Airbnb as they are not required as hotels are to guarantee rates or provide restitution for customer losses.  I feel this is wrong in principle and value and therefore will no longer use Airbnb as they feel justified in doing wrong.
 
Sincerely,
[redacted]
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

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

Supporting document was provided in the initial contact.  I'm not sure what is needed here.

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 July 17, 2017 with Revdex.com complaint # [redacted].
 
We regret any inconvenience that this process may have...

caused and we wish the complainant the best in his future endeavors.
 
Sincerely,
 
[redacted]
 
 
Airbnb

Complaint: [redacted]I am rejecting this response because:
Thank you for your message. I appreciate the representative from Airbnb contacting me, but they still have not addressed my concerns. According to their policy, they have the option to "delete, censor or edit reviews." Accordingly, if one word was it issue, it seems like that word could have easily been edited or removed. My entire detailed response was taken down because of one word, which is confusing to me. Furthermore, the choice of the word "unstable" was based on my discussion with an Airbnb representative who used that word when I spoke with them on the phone (they should review the phone call). I had noted that the individual's behavior was not normal. I also addressed the behavior in my response based on the individual's mood swings. Finally, I included my response to the review in an email to an Airbnb representative prior to posting it. 
It still seems like the resolutions team at Airbnb is choosing to interpret unstable one way, and then they are interpreting neurotic in a manner that is inconsistent with normal grammar. One can easily take the interpretation a step further and conclude that if a person's rules are "mentally unstable" then the person who made the rules must also be mentally unstable (an interpretation others have made after reading the individual's review).
I also included several review responses that have used the word "unstable" on Airbnb, so, as I already noted, the handling of the situation is very inconsistent. In my opinion, editing the response to exclude the one word that appears to be at issue would be a fair resolution. Taking the entire review down because of a single word is not.Finally, Airbnb has not responded to several inquiries about why they modified another host's review for this same guest. They have simply said they are looking into the matter or that the host's review was not modified. I included my communication with the host and she confirmed that her review was modified without her consent. The guest even adversely impacted the aforementioned individual's ability to host other guests at her property moving forward. I would be grateful if the representative could address the following: (1) Have you listened to the recorded conversation with the representative in which they used the word "unstable" (which caused me to change the term "not normal" in my response to "unstable")? (2) Why is it taking over four weeks to determine whether the other host's review was modified after the host confirmed in her response to me that her review was modified? (3) Why was my entire response taken down when only one word was at issue, since you have the option of deleting, censoring or editing a review/response? (4) How are you working to ensure that future users are able to make informed decisions given my issues and the other host's issues with this guest? (5) Please address why multiple reviews using the word unstable are still listed on other user pages.Thank you.Sincerely,**

August 4, 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 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]

Initial Business Response /* (1000, 5, 2015/11/05) */
November 5th, 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 with the complainant directly on November 5th to the email address we have on file.
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors.
Sincerely,
[redacted] B.
Airbnb
Initial Consumer Rebuttal /* (3000, 8, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand this response; it appears only to be an acknowledgment of correspondence with me on November 5th. I don't see how this forwards the case in any way. Unless I am misreading it, it also doesn't appear to indicate any position on the proposed resolution. I'm no accepting the response because according to the Revdex.com website, this entails accepting that the case is closed and this response hasn't progressed it at all from where it stood.
Final Business Response /* (4000, 10, 2015/11/11) */
November 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 made contact with the complainant of as November 5th and November 6th to the email address we have on file.
For more information on security deposits and Resolution Cases, please see:
- https://www.airbnb.com/help/article/352
- https://www.airbnb.com/help/article/695
- https://www.airbnb.com/help/article/264
At this time, we have issued our 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, 12, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This appears to be the same response I rejected already.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I am requesting that AIR BNB forward to my email address every and all correspondances. Also please provide the bookings that were confirmed through air BNB and could not reside at that address due to the actions of the Air BNB guest. By providing this information to me directly out side of the Revdex.com I will be able to frame my complaint in preparation to discuss further the specific issues as it applies to this claim
Regards 
 
Please view below loss of rent Air BNB , Please take note the verbiage as it establishes that Air BNB will pay for bonfire confirmed bookings with Air BNB but then goes on to state : (contracts or agreements in force prior to the established time of loss) by you, as a Host,) I did have contracts and I did have agreements to offer for lease the subject property with different vacation lease platforms. Please note that Air BNB representative only noted the first part of sentence. It clearly makes no mention to the exclusion of only Air BNB bookings or agreements as clearly the subsequent contracts or agreements are not pertaining to confirmed bookings by Air BNB. To recap I have have contracts with other vacation sites to which I did have confirmed bookings and I also had agreements to have this location ready willing and able to lease to someone utilizing that respective travel site. I had a covered loss through Air BNB by one of its confirmed guest that had caused the home to become inhabitable and in doing so I am damaged by each and every day the home is uninhabitable as I have fully executed co tracts and agreements with those above mentioned site . Booking Income Loss” is the loss of booking income from the booked portion of a Covered Accommodation (according to bona fide Airbnb confirmed bookings, contracts or agreements in force prior to the established time of loss) by you, as a Host, resulting from a Covered Loss. Booking Income Loss does not include non-continuing charges and expenses or any loss of booking income during any period in which the Covered Accommodation would not have been tenantable for any reason other than a Covered Loss. The Booking Income Loss will be measured by Airbnb’s insurer starting from the time of occurrence of the Covered Loss and ending when the Covered Accommodation can be made ready for habitation under the same or equivalent physical and operating conditions that existed prior to the damage. Sent from my iPad

Initial Business Response /* (1000, 5, 2015/09/30) */
Hi [redacted],
Thank you for contacting us. My name is [redacted] and I am Senior Manager of Airbnb's Trust and Safety team. I received your Revdex.com (Revdex.com) inquiry, I am happy to review your inquiry.
Disclaimers:
First I...

must inform you that as general practice Airbnb does not cover and is not liable for off-site transactions. We strive to provide our users with the tools and information they need to have a safe and positive travel experience, even prior to booking. As part of this effort, to the right of every message thread, we display a large banner reminder which notes that contact information, including email addresses, is only to be exchanged after an accepted booking. We also provide links to our Trust center, and our help articles were also created to keep our users educated as to best practices with regard to online security, about which you can read more here: https://admin.airbnb.com/help/article/501.
In the future it is important for you to know that, for the protection of your account and any bookings, we prohibit payments from being made outside of our payment system and strongly encourage you to keep your communications on the Airbnb messaging system. If you receive an email from anyone, that did not come through the Airbnb messaging system, including an [redacted]@airbnb.com or any other [redacted]@airbnb.com email address, asking you to pay off-site through Western Union, MoneyGram etc., immediately end all communication with the user.
Information and steps needed to investigate your claim:
In order for my team to fully investigate your reported incident we will need some additional basic information from you regarding your incident.
So that my team can review your case for possible reimbursement I ask that you kindly provide the following information:
+ Complete Verified ID: https://admin.airbnb.com/verify
+ Provide a copy of the bank transfer corresponding to this loss
+ Forward screenshots of any emails received from the fraudulent user
+ Provide a copy of the complaint that you filed with the police
Final considerations:
Please know that we aggressively pursue the misuse of our site and brand. As such, should any law enforcement agency or entity that you contact have any questions or concerns, or require additional information regarding the host account in question, we will gladly assist with respect to their investigation. Any such inquiries from law enforcement should be directed to: [redacted]@airbnb.com
Lastly, as previously mentioned above, please understand that, as per our Terms of Service, we are not liable for losses that are result of off-site transactions. Again as a courtesy I am happy to have one of my Investigators review your reported incident for consideration of compensation.
Please respond directly to this email within five (5) business days. Unfortunately, if you are unable to provide the information requested in full by the deadline of 09/08/2015. We will not be able to consider your claim for any compensation.
Respectfully,
[redacted]
Manager - North America
Trust and Safety
Community Response Team

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

Since the time of the complainant’s rebuttal, we have addressed the complainant’s concerns about the review to the email address on file for the applicable profile, and resolved that piece of the matter as of August 18, 2017.  However, to request any type of refund, the user will have to do...

this is through our Resolution Center.The Resolution Center allows you to offer or request money for your Airbnb reservation. By using the Resolution Center, Airbnb is able to verify and process any agreements that you may reach. This feature includes a message thread where hosts and guests can discuss their request, upload photos and share their experience. You may submit requests, counter offers, or opt to have Airbnb issue a final decision. For more information on how the Resolution Center works, or to get started on a resolution, go to our Help Center: [redacted] 
 
 
We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors.
 
Sincerely,
 
[redacted]
 
Airbnb

July 6, 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:
Once again Airbnb has not addressed anything about our complaint. They refuse to enforce the standards the advertise on their website. We ask that they respond to our questions. Sincerely,[redacted]