Airbnb, Inc.

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]

As of today, the guest has been issued a full refund for reservation [redacted].
We are sorry to hear that the complainant is disappointed in our responses.
We regret any inconvenience that this process may have caused.
We wish the complainant the best in her future...

endeavors. 
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 his future endeavors.
 
Sincerely,
 
 
[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, 7, 2015/12/04) */
December 4th, 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 have reached out directly to the complainant on December 4th. We have issued our final decision at this time.
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.
Sincerely,
[redacted] B.
Airbnb

February 28, 2017
 
 
Revdex.com Inc.
[redacted]
Oakland, CA  [redacted]
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

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

I am not Airbnb. I'm a company that helps Airbnb hosts.

Initial Business Response /* (1000, 7, 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].
Airbnb

Complaint: [redacted]I am rejecting this response because:I only recieved $720 of $893Sincerely,[redacted]

March 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, 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

Initial Business Response /* (1000, 9, 2015/11/03) */
November 3rd, 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 his concerns.
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.
Sincerely,
[redacted]
Airbnb
Initial Consumer Rebuttal /* (3000, 11, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have repeatedly told Airbnb I am seeking to alter their peer-on-peer policy, which does not allow customers to leave ANY review of a host who cancels a reservation at the last minute. In my case, this is exactly what happened, and it was only after I was exposed to this and investigated the handling of the issue that I found not only this policy flaw, but that my host has a history of leaving people on the street at the last minute.
I have repeatedly told Airbnb I am not seeking financial compensation of any sort, but to prevent other people in the future having bad experiences, that being, left stranded in a strange city having to find accommodation late in the evening.
In the follow-up by Airbnb to my Revdex.com compliant, I felt that Airbnb connected me with a type A personality who wanted the case to go away. Despite the 'no compensation, policy change' nature of my requested settlement, I was told "Please attach your hotel receipt in a direct response to this email and I will review this matter for further compensation". I also felt rather than discuss the policy it was decided to use the 'smoke and mirror' approach and and not mention peer-on-peer review, but instead inform me "We value all users' privacy and are unable to provide information regarding any type of disciplinary action taken with another user (host or guest)".
As I pointed out, Airbnb's disciplinary policy is between them and the host.
I was then told "A reservation cancellation due to a host's inability to check-in a guest are extremely rare and are not reflective of our community as a whole", which still does not address the review policy, and this was followed by "Your feedback regarding host cancellations has been heard loud & clear. I am sorry that we are unable to provide the resolution that you seek", which I interpret to mean "we will continue a policy of blocking track records of bad hosts". My feedback has only been heard by Airbnb, not future customers of Airbnb.
The representative offered to call me to discuss this further, however, I wanted to keep everything in writing, so I told her "I do not want to sit through another recital of Airbnb policies and a rehash of all this. Everything is documented and at your disposal, you know where I stand, and I made a proposal to address this problem. If you wish to bring another idea or proposal to the table, I look forward to your call". Airbnb's response was "If you wish for me to call to discuss, I am more than happy to; however, I wish to waste no more of your time if my calling will not provide the satisfaction that you seek".
Taking this as her way of telling me to get lost, I stated that "I shall continue exploring other avenues on this" and Airbnb left it at "At this time, we will close this matter based on your last message" and "I am sorry that we were unable to come to an amicable resolution with our offer of reimbursement", which deliberately ignores the whole point of my compliant and the principle of the whole request for a policy change.
I have kept copies of all e-mails and texts with Airbnb, as well as records of phone calls for anybody's personal review and independent opinion on this matter.
Final Business Response /* (4000, 13, 2015/11/06) */
We are sorry that we are unable to come to an amicable resolution.
We have offered to reimburse the complainant for the hotel cost, which the complainant declined.
At this time, we deem this matter closed based on the complainant's decline of our offer.
We wish the complainant the best in his future endeavors.
Sincerely,
[redacted] B.
Airbnb
Final Consumer Response /* (4200, 15, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the proposed resolution.
It does not address the issue of customers being left stranded by bad hosts when customers cannot know a host is bad due to the censored review system that is Airbnb's policy.
Airbnb's policy masks bad hosts and is not customer-centric.
Thank you,
[redacted].

Initial Business Response /* (1000, 10, 2015/10/29) */
October 27th, 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, an Airbnb representative followed up with the complainant directly to address her concerns on October 21st, 2015.
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, 12, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airbnb contacted me with an email stating that they had reviewed the information and they agree with their original disposition. They acknowledged that we had never received the full claim information and gave me a generic breakdown of the charges. I do not understand how a company can make a decision (in what they report online as a fair an equal dispute resolution process) on something that we never had a chance to dispute since we were never provided with the claim information. They informed me that we could respond to the email. I responded and they never replied back. I wrote them again and asked for a response and again, they did not provide one. Once we got the email back from airbnb, my husband decided to get our credit card company involved (I was not aware of this). They reviewed the claim and issued back $1,050 to us. The following day, I got an email from airbnb apologizing for the situation (no mention of the credit card company) and stated that they had re-reviewed the claim and would like to refund us $750 (note, $300 less than the refund to our card). They asked me to respond to the email stating that we agreed with the $750 refund so that they could re-issue the money back. This was the first email that we got from airbnb where they even acknowledged the difficulty of the situation. I was originally pleased with the email (even though it was $300 less than I believe we owe) because I thought at least they are being responsive and trying to resolve this issue. That was until my husband informed that he had been working with the credit card company and we were actually refunded $1050. Airbnb was trying to be manipulative and get us to agree to the $750 refund so that they would not have risk with losing the additional $300. The case is still pending and the credit card company is doing an audit of the full $1050 and will make a decision on whether we owe another $300 (the $300 airbnb is now requesting that we pay). I have never been so frustrated with a company before. They have been completely unresponsive (did not even meet the original Revdex.com response date) and completely unfair in their business process. They never gave us a chance to respond to any charges and continually refuse to engage in any discussion with us. Despite us being extremely patient and proactive in trying to address this issue. Thankfully we have a credit company who fully investigates issues and offers recourse when unauthorized charges are made. We want the full refund confirmed on our credit card by airbnb.
Final Business Response /* (4000, 14, 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 have reviewed the facts related to the case number XXXXXXXX and considered the proposed resolution.
We have issued our final decision in this matter.
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:
 
I didn't get a response, just a letter saying they would respond. No one has refunded my money, no one has explained why they took it in the first place. They even put a stop on the host refunding me partially, which he tried to do on August 15th. So I have received absolutely nothing in return for all of the trouble they have caused me or the money that was taken for no reason!
And I will not drop this dispute unless they take this matter seriously, since they took in actual real money out of my account $572.54 , and that is what I need to be refunded. Please refer to original complaint letter. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:their response was to refund $145.   As shown by the above picture $447 is dueSincerely,[redacted]

Dear Revdex.com:
 
As regard with my complaint ID #[redacted] against Airbnb Inc., my case has been resolved beautifully by the credit card company, [redacted]. I have been refunded full amount for my booking. As a result, I would like to cancel my complaint with Revdex.com. Thank you so much for your...

help.
 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: Airbnb hasn't EVEN TRIED to resolve the issue. The company's pitiful "customer experience" department is an unfunny joke comprised of non-investigators who largely ignored the visual evidence I presented here -- [redacted] -- and who did not bother to contact the available 3rd-party witnesses to the host's wrong-doing. Airbnb's failure to grant a more substantial refund (50% would have been adequate) contradicts an earlier precedent in which I presented evidence of a host's [redacted] misrepresentation of a property (cross-reference [redacted]) and the company gave me a 100% refund. All Airbnb has demonstrated is how morally corrupt its organization is.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Airbnb have consistently lied about their policies stating they are unable to offer a refund unless the host agrees - when this clearly is not what their refund policy states. In addition they have stated that the host is not responsible for the area outside their dwelling. The host IS responsible for the provision of an accurate area description which she failed to do, resulting in myself as guest feeling vulnerable and being exposed to unessesary risk. Airbnb have contacted me directly on several occassions. They have inferred that I am racist. I have had my personal integrity slandered by both the host and the company. I spent every day of my holiday having to respond in some way to the company. They have refunded ( an admission of guilt?) a small amount of the original fee but refuse to refund more. More importantly they refuse to take responsibility for their part in contributing to a dangerous situation for young travellers, indeed they defend their part in the situation I found myself in. I have to say on return to the UK I have spoken to 4 other peers who have had similar, if not worse situations with this company. Sincerely,[redacted]

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 his future endeavors.
Sincerely,
 
[redacted]
Airbnb

Complaint: [redacted]I am rejecting this response because:
it is exactly the same response received last time and does not address any of the concerns or allegations. Sincerely,[redacted]