Airbnb, Inc.

Complaint: [redacted]I am rejecting this response because: I will take further actions with this company due to the fact I've never used your servicesSincerely,[redacted]

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.)

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, 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

September 8,2017
Revdex.com Inc.
[redacted]
Oakland, CA  94607
Re: Case # [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 August 31, 2017.  We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors.
[redacted]
Airbnb

June 201, 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

On August 5, 2017 Airbnb emailed the following in a series of responses:"Thank you for taking time in following up on our email. We apologize if our explanation and responses are not following you.We wanted to remind you that the reported damage falls under the "Excluded Property" as this...

occurred due to the poor condition of the window structure. As per our Terms, we cannot hold your guest responsible for a property damage claim if the damaged item or structure was already deteriorated in condition due to normal use and conditions or of natural wear and tear. Therefore, we have disregarded further requirements for any documentations and moved forward to conclude this case.You may view our Terms of Service regarding property damage claims in the following links:[redacted] 
[redacted] 
[redacted]
Please know that we do take these cases seriously and we do our best in an effort to reach a fair resolution. We want to reiterate that this decision was made after careful review of all documentation and communication from both parties (provided in the initial Resolution Request), and is in alignment with our policies and procedures. We are sorry to hear that our Airbnb policy was not what you've expected.Please be advised that, per our Terms of Service, Airbnb reserves the right to make the final determination with regard to these disputes. We are unable to reconsider the decision made in this case — we've issued our final decision and will uphold it accordingly.As further communication will not change the outcome of this case, we must respectfully disengage from further discussion." Additionally, on August 7, 2017 Airbnb stated:"We apologize that we are no longer able assist you with this case. We are sorry to hear that you are not satisfied with the outcome of our decision.Please understand that all decisions were made in alignment with our policies and procedures. We do our very best to support hosts and guest in these cases, however, please know we have made our final decision regarding this case.We now respectfully consider this case closed and we will disengage from further discussion." Best, [redacted]Airbnb

On July 18th, Airbnb emailed you stating:
"Evan here at Airbnb, I hope my message finds you well. 
I am following up with you regarding your Revdex.com case # [redacted]Thank you for your detailed feedback and we're sorry to hear of your experience.For future reference, your cancellation was at 5:16 pm PDT the night before your check-in, and the host's check-in time is set to 3 pm MST. Please read about our policies in full, here: [redacted]I have applied the remaining $170 refund to your VISA ending in [redacted].User experiences are paramount to Airbnb and I am truly sorry to see that was not the case during your reservation but then also with your communication with Airbnb.We thank you for your patience and hope you continue to be an active member of our community.'
 
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, I have directly reached out to the complainant on February 29th, 2016 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

Regrettably, we are unable to locate a 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

Complaint: [redacted]I am rejecting this response because I am looking for the refund which I paid for my stays because of Airbnb's fault. Sincerely,[redacted]

November 18, 2016
 
 
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
[redacted], 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, 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 Inc.
[redacted]
Oakland, CA  94607
We apologize for the delay in response right now as we are experiencing longer wait times than usual.
 
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

As of today, Airbnb has issued the payout of $306 for reservation [redacted] to the host.
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:
Thank you very much for handling my complaint ([redacted]).  AirBnB has contacted me, refunded two-thirds of my reservation money, and issued vouchers to cover the remaining one-third of the reservation money.  I am satisfied with the resolution.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 May 23, 2017.
 
We regret any inconvenience that this process may have caused and we wish the complainant the...

best in her future endeavors.
 
Sincerely,
 
[redacted]
 
 
Airbnb

We have reviewed the facts related to the case number [redacted] and considered the proposed resolution.
In accordance with our privacy policy, I directly followed up with the complainant on April 18th, 2016 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

On August 9, 2017 Airbnb emailed you the following:
"Evan here at Airbnb, I hope my message finds you well. I am following up with you regarding your Revdex.com case # [redacted].
Thank you for your detailed feedback and we're sorry to hear of your experience.
I see that you have a confirmed reservation [redacted] in September in which you made a successful payment of $704.89 on your VISA ending in [redacted].
User experiences are paramount to Airbnb and I am truly sorry to see that was not the case during your reservation but then also with your communication with Airbnb.
We thank you for your patience and hope you continue to be an active member of our community."
 
If you have further questions about this reservation, I encourage you to contact Airbnb to discuss:  
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #000000}
[redacted])
 
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]

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, 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