Airbnb, Inc.

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

February 29th, 2016[redacted]Dispute Resolution SpecialistRevdex.com Inc.[redacted]Re: Case #[redacted]Dear [redacted]Cordial greetings.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 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

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, 2015/12/28) */
December 28th, 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 on December 28th, 2015 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] B.
Airbnb

Complaint: [redacted]I am rejecting this response because: (1) there was never any place to put in the voucher number on line before the booking was made; (2) I was told I could cancel the booking and rebook which would result in an additional fee to me; (3) I was told that Air BnB couldn't actually cancel the reservation on my behalf which I explicitly requested that they do; (4) I was also told that Air BnB couldn't cancel on my behalf and rebook using the voucher which just proves that they have no interest in resolving this matter; (5) I was told that Air Bnb could not credit the voucher to a booking that my wife made even though it is clear that we use exactly the same credit card number which was in Air BnB's files, and; (6) it is now clear that Air BnB provides vouchers with the explicit purpose of NOT enabling customers to use them.  So, to restate my objective, I have absolutely no interest in your voucher as I will never use your service again. You can either refund me in a check or on my credit card, or I will continue to pursue remedies through other vehicles.  This isn't a matter of the money; rather its a matter of transparent operating practices.   Sincerely,[redacted]

July 18, 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

September 20,2017
Revdex.com Inc.
[redacted]
Oakland, CA  94607
Re: Case #  
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 actively worked to assist the complainant within the guidelines of the Airbnb platform.  We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors.
[redacted]
Airbnb
Your coupon code is: [redacted]
This $100 coupon expires 2018-09-19 and is good for a single use on Airbnb. It can't be combined with any other offers or used for previous or existing reservations.
You can also find the coupon code by going to Account Settings > Payment Methods > Your Coupons.
Additional information on how to use your coupon can be found here: [redacted]
Best,
[redacted]”
We have issued our final decision for this case and we will disengage from further discussion on this topic.
Best

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 June 29, 2017 with a payout of $500, in addition to a refund in full.  
 
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 Airb is totally responsible for us transfering 5800 dolars to a fake owner. This is fraude, and they are responsible. The e mail address of the "owner" of the house we wanted to rent, appeared in the pictures of the house of Airbnb web page. If they have no control of this , it is their responsibility. The owner urged the interested people to contact him to check availabilyty as he said that the calendar was not connected to the web page. And his is how he started contact.
My whole family lost the possiblity of holidays, as we spent all owr savings in this house. 
Airbnb is responible, for not being able to control de information that appears in their web page. We want whole refund. We deserve our money back.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/05) */
Hi [redacted],
I see the account you are writing in about isn't actually your account. I will have someone reach out to the account holder to address these issues specifically.
Best,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted],
I am not account holder but I am authorized on his account. You may find the account by [redacted]. Can you please put any deadline on when your representative will like to reach [redacted] on this matter?
Thanks,
[redacted]
Final Business Response /* (4000, 9, 2015/10/23) */
Hi [redacted],
The account holder will be contacted no later than Tuesday, October 27th, 2015.
Kindly,
[redacted] B.
Airbnb
Final Consumer Response /* (4200, 11, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airbnb representative [redacted] have contacted us directly through emails and sent us compensation which is not even 10% of the actual loss.
We have still not agreed to that and will be replying to those emails shortly.
Thanks,
[redacted], [redacted]'s team.

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:
I HAVE NOT HEARD FROM ANYONE FROM AIRBNB REGARDING THIS COMPLAINT.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/25) */
November 25th, 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 November 25th, 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] B.
Airbnb
Initial Consumer Rebuttal /* (2000, 7, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the refund from the company and I feel Satisfied about the result.
Before this,I trie several times to communicate or complaint with the company but it seems no effect but I get a good result now.I am really appreciate the help from Revdex.com.
Thank you for all your help.
[redacted]

Complaint: [redacted]I am rejecting this response because: I can't read any message from the business and I've tried clicking links, looking at the communication history, etc.  I'm not sure how to read any response they have given.  I am meeting with one of my legislatures next week to discuss consumer protections against airbnb and I will be speaking with more.  I would like to have an opportunity for them to respond, as I am now paying $518.?? for my room vs ~$300Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/09) */
December 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 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] B.
Airbnb
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
December 14th, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
100 Broadway Suite 625
Oakland, CA XXXXX
Re: Case # XXXXXXXX
Dear Ms. [redacted]
I appreciate [redacted]'s offer of a representative following up. Unfortunately, in the past this has not succeeded in resolution. (We requested a refund on 11/8/15). Furthermore, we have not heard correspondence from a representative since December 9.
Additionally, Air Bnb is requesting further payment (and have sent several emails despite this ongoing dispute).
Since a representative fails to provide the assistance and timeliness necessary to resolve this issue, here is our proposed middle ground:
We pay for the total nights we are there and used the facilities (16 nights x $79.00 = $1,264).
We paid $2,565 already and the middle ground is a refund for the difference which is $1,301.
Sincerely,
[redacted]
[redacted]
Final Business Response /* (4000, 9, 2015/12/18) */
We have resolved this matter with the complainant.
Again, we apologize for any inconvenience that this process caused and we wish the complainant the best in all her endeavors.
Sincerely,
[redacted] B.
Airbnb

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, 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

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, 7, 2015/10/15) */
October 15th, 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 followed up with the complainant directly 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 /* (2000, 9, 2015/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
I recently received their response however that does not mean I accept it.
As I indicated in my last response. Please close this case as mark it as unresolved!
Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2015/12/03) */
December 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 reached out directly to the complainant on December 3rd. We have issued a full refund.
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 /* (2000, 11, 2015/12/08) */
Dear [redacted],
Thank you very much for your help! A representative by the name of [redacted] got back to me from AirBnB and was able to issue a full refund. Again, I appreciate the time and consideration put into my complaint.
-[redacted]