Airbnb, Inc.

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

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]

Complaint: [redacted]I am rejecting this response because:
I HAVE NOT HEARD FROM ANYONE FROM AIRBNB REGARDING THIS COMPLAINT.
Sincerely,[redacted]

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

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

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]

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

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

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

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: 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]

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]

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]

Complaint: [redacted]I am rejecting this response because:I followed the instructions in their web site as shown in my report with pictures. If there was any fraude it is not my responsability. The only acceptable response is refund. 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 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] B.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no resolution to accept, and this is typical of Airbnb - delay, stall and never deal with the issue at hand. This complaint was logged on 11/16. It's December 1, and the best Airbnb can offer is "we'll look into it" - this response is highly unresponsive and shows their lack of responsiveness to customers' concerns. I look forward to hearing nothing and seeing nothing done to remedy my disfavor on the company's end.
Final Business Response /* (4000, 9, 2015/12/10) */
December 10th, 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 10th, 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

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]

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

Complaint: [redacted]I am rejecting this response because: there has been no change in their response.  Their business practices are damaging to hosts. Sincerely,[redacted]