Airbnb, Inc.

Initial Business Response /* (1000, 5, 2015/05/08) */
[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 [redacted] have caused the complainant and we wish her the best in all her endeavors.
Sincerely,
[redacted] C.
Airbnb
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally refunded the service fee to me. This only happened when I filed this Revdex.com complaint after several attempts trying to work it out with them directly. Thank you, Revdex.com!

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

Initial Business Response /* (1000, 5, 2015/05/31) */
[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 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] C.
Airbnb
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms. [redacted], Revdex.com(Revdex.com), Ms. [redacted] C, & Airbnb:
I hope to resolve the following matters with Airbnb amicably. However, Ms. [redacted] C & Airbnb's response is currently unsatisfactory for many reasons:
1. When Airbnb deactivated my Airbnb account on Oct. 9, 2015, Airbnb Quality Team wrote, "moving forward, we will no longer be able to assist you further with your account issue."
2. True to their words, Airbnb cut off communication and their airbnb email system with me, thereby causing my May 20 & June 16, 2015 emails to airbnb regarding unresolved airbnb matters to return undeliverable.
3. Airbnb has not even replied once to my similarly dated messages sent via airbnb messaging regarding my unresolved airbnb matters ([redacted]'s $872 cancellation fee, other ones ($1009.12 airbnb guests rental taxes owed by Airbnb to me as per Airbnb terms; Airbnb errors with posting my reviews and responses to 3 guests' reviews).
Rental taxes do not go to me, but are sent to the city of [redacted] and the state of Pennsylvania. They help pay for services that Airbnb guests use or may use (e.g. street paving for vehicles and tour buses, firefighters, information hotline, police, health clinics, etc.) and help make their stays safe, comfortable, and enjoyable.
If [redacted] and Pennsylvania does not get this important tax money, they can apply for federal money which can come from other cities' and states' taxpayers.
4. Since Airbnb's May 31, 2015 reply to my May 18, 2105 Revdex.com's written concern, Airbnb has not even contacted me once via my email or phone number readily and easily available in my Airbnb account. Today, June 17, 2015, is Revdex.com deadline for my reply to Airbnb's reply.
5. In contrast to what Ms. [redacted] C wrote, Airbnb's privacy policy last updated April 7, 2015 permits Airbnb to address [redacted]'s cancellation fee (and other matters) via the Revdex.com(Revdex.com), if Airbnb chooses to:
(https://www.airbnb.com/terms/privacy_policy)
HOW AIRBNB USES AND PROCESSES THE INFORMATION THAT YOU PROVIDE OR MAKE AVAILABLE
"We use and process Information about you for the following general purposes:
7. to comply with our legal obligations, resolve any disputes that we may have with any of our users, and enforce our agreements with third parties.
WHEN AIRBNB DISCLOSES OR SHARES PERSONAL INFORMATION, AND TO WHOM
11. You acknowledge, consent and agree that Airbnb may access, preserve and disclose your account information and Collective Content if required to do so by law or in a good faith belief that such access, preservation or disclosure is reasonably necessary to (a) respond to claims asserted against Airbnb; (b) to comply with legal process (for example, subpoenas and warrants); (c) to enforce and administer our agreements with users, such as the Terms of Service, (http://www.airbnb.com/terms) and the Host Guarantee Terms and Conditions (http://www.airbnb.com/terms/host_guarantee);
6. When [redacted] and Airbnb cancelled [redacted]'s reservation and wrongly blamed me for it, I contacted Airbnb via their urgent phone number and email several times, but could only reach live Airbnb representatives who did not have Airbnb authorization to pay me the cancellation fee, remove my host penalties, and correct the mistake. They stated they were referring my case to higher ups. One Airbnb case manager eventually did call me, but we talked only briefly and it was not enough time to address the matter.
7. When cancelling [redacted]'s reservation and incorrectly blaming me for it, Airbnb case manager [redacted] even left an accompanying phone message saying I should not be hosting, while incorrectly calling me Earl in her email.
8. I could call Airbnb's urgent phone line again, but it could go around in similar circles without any real progress again.
9. With Airbnb case manager [redacted] as a willing accomplice, [redacted] was discourteous and nongenuine by requesting a 3pm check-in time several times, and then not showing up, while contacting Airbnb to cancel and rebook at another nearby [redacted], Pennsylvania Airbnb rental ([redacted]'s)(https://www.airbnb.com/rooms/XXXXXX) around the time of her reservation's start without informing me. I would have been glad to give [redacted] a residence tour in advance of her reservation and address any of her reservation concerns. [redacted] had many weeks to request a tour, but did not do so. She even declined my tour offer.
10. If Ms. [redacted] C and Airbnb are really serious about resolving this matter directly and satisfactorily, they could have given me a working Airbnb email and contact phone number to an Airbnb representative who can authorize payments to Airbnb hosts. They have not done so. Feel free to send them to me.
11. From other Airbnb Revdex.com(Revdex.com) writings, I am not the only Airbnb host that Airbnb tried to wrongly blame.
12. Airbnb is an active short-term and long-term rental co-operator with executive decision making power, despite their contrary claims in the media and their terms. According to their terms, Airbnb is allowed to cancel good reservations considered perfectly fine by Airbnb hosts and guests, even without advance notice and without cause.
Airbnb did so with me, cancelling 14 other already finalized reservations (>$10,000) only ~2-4 hours from the start of a large group reservation which Airbnb allowed me and my guests to keep via Airbnb. More importantly, Airbnb caused unnecessary problems, inconvenience, and wasted time and effort for me and my guests. Airbnb made some "upset", "freaking out", and "uncomfortable" now with booking through Airbnb. Airbnb cancelled a wedding party accommodations only days away from their wedding (Also, high hotel rates or sellout season). Fortunately, the wedding couple had toured the residence months prior and the wedding party decided to book it directly without Airbnb, saving them alot in Airbnb fees. I also helped them save more.
Overall, these 14 reservation resulted in:
~5 (Rebooked at another Airbnb listing 1-10 city blocks farther away from intended work or vacation site(s); ~Positive(+) Airbnb experience overall for guests)
~1 (Rebooked at another Airbnb listing with no wifi and another problem; ~Mixed(+/-) Airbnb experience for guests)
~6 (Rebooked at nonAirbnb rentals or appeared to do so; 1 booked directly with me without AIrbnb; 1 honeymoon couple wanted to stay at the residence, but stayed at a hotel instead due to communication (e.g. cut off airbnb) difficulties; 1 group was rereserved at another Airbnb place, which was cancelled 28 days prior to their reservation's start; 1 group booked at a hotel immediately at a much higher rental rate due to stated urgency; ~Negative (-) Airbnb experience for guests)
~2 (Did not appear to rebook at another Airbnb listing; Unknown (?) Airbnb experience for guests)
13. Because Airbnb is an active rental co-operator with executive decision making power, Airbnb is obligated by various United States state and city laws to collect relevant rental taxes. Also, Airbnb states in their terms that they will collect these taxes as well. Currently, Airbnb should send me $1009.12 in past rental taxes.
I hope to resolve these matters amicably with Airbnb. If Airbnb sends me the name of an Airbnb representative with payment authorization and his or her working phone number and email, we can move forward.
Thank you for your time and assistance.
Sincerely,
[redacted]
Final Business Response /* (4000, 14, 2015/08/10) */
We have reviewed the facts related to the case.
However, in accordance with our privacy policy, any communication related to the issues on this complaint were handled by the customer experience team on the platform.
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.
Sincerely,
[redacted] C.
Airbnb

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17th, 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 am unable to provide further information; however, I have personally reached out to the complainant to address his concerns to the email address we have on file.
At this time, this matter is closed as we have issued our final decision.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the respond from Airbnb because every businesses or individual that does business with airbnb should get chance to file their own taxes and I think Airbnb is profiting from our mistakes and negligence. I will also contact IRS and make sure they investigate deeper on this company so that would be no more victims like myself.
Thank you
Final Business Response /* (4000, 9, 2015/09/24) */
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.
Kindly,
[redacted] B.
Airbnb

Initial Business Response /* (1000, 7, 2015/07/29) */
We thank the complainant for his feedback and are constantly reviewing our site to better serve our community. At this time, no further refund is possible.

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 have followed up with the complainant directly to address his concerns on November 5th, 2015 to the email address we have on file.
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, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted], Good morning to you!
With respect, I want to state that, I am not accepting the response from the business.
Client of Airbnb([redacted]) is still misleading, and Airbnb has not taken any action against him.
Airbnb claims they do not have documents. I have again provided all proof of documents.
Airbnb also did not address to my concern about [redacted] abusing me.
Airbnb has to remove [redacted]'s false review advertised in their website.
Thank you!
Final Business Response /* (4000, 9, 2015/11/14) */
We are sorry that we have been unable to come to an amicable resolution.
We have issued our final decision, provided a detailed response to the complainant and are unable to issue any further reimbursement.
We regret any inconvenience that this process has caused and we wish the complainant the best in all of his endeavors.
Sincerely,
[redacted] B.
Airbnb
Final Consumer Response /* (4200, 15, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 11/11/2015 I got an email from [redacted] as below:
(As a customer of Airbnb, your voice is both powerful and essential and I'll be sure to pass [redacted] thoughts on to the right team. )
I have not heard anything from your team yet.
Thank you!

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

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 April 8, 2017.  
 
We regret any inconvenience that this process may have caused and 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]

September 27, 2017 Revdex.com Inc.[redacted]
[redacted]  [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

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 13, 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

Complaint: [redacted]I am rejecting this response because: I have no privacy concerns. They accepted all 5 gift cards as a payment methods. They did not apply them to my reservation as they said they would.  I don't know why they are being all cloak and dagger or implying I have not honest about everything. They have been lying to me since 4/21.
 
Fun Fact: Airbnb pays [redacted] Cloud Services to provide its entire infrastructure. [redacted] is a hardly "another business entity" There is no Airbnb without [redacted]. Another Fun Fact (and the most important) Airbnb pays [redacted] a fee for every gift card that is processed through [redacted].[redacted] . So when Airbnb tells me to contact the seller, I am. Airbnb is the seller. 
 
 
This is what they sent me:
[redacted]

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

March 3, 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.
Sincerely,
[redacted]
Airbnb

Initial Business Response /* (1000, 7, 2015/05/21) */
[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] C.
Initial Consumer Rebuttal /* (3000, 9, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they are doing what they did to me Stallinggggggggggggggggggggg.
Final Business Response /* (4000, 11, 2015/05/31) */
On May 21, 2015 we reach out privately to the complainant confirming that the decision regarding his account is final.
We apologize for any inconvenience this may have caused and wish him all the best in the future.
Sincerely,
[redacted] C.
Final Consumer Response /* (4200, 13, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We believe we have been targeted by an agent representing airbnb. His first letter to us states they are not happy with our closing on the Sabbath. That we should try to find a "work around" to our religious observance of our Sabbath.
We do have in place a clear response to action on our phone Machine for the Sabbath. Not being satisfied with that, We were told "other orthodox Jews get around the problem". (sic) Please read their answer to that below.
"This business decision is exercised at our sole discretion, as dictated by our Terms of Service. We are not obligated to provide an explanation as to the action taken against your account, nor are we liable to a user in any way with respect to deactivating or canceling his or her account."
We apologize for any inconvenience? (Pulling the financial carpet from under 2 elderly Orthodox Jews practicing their religion.) This may have caused and wish you all the best in the future. For more information about account deactivation, visit https://www.airbnb.com/help/article/432.
Best regards,
[redacted]
www.airbnb.com/help

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]

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, 
 
 
Airbnb

August 1, 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

June 7, 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

Initial Business Response /* (1000, 7, 2015/08/09) */
A customer experience agent explained the price breakdown to the complainant.
The complainant was instructed to reach out to the host, who is who establishes the price of the listing/stay.
There is no possible refund a this time.
We...

apologize for any inconvenience this process may have caused and we wish him the best in all his endeavours.
Kindly,
[redacted] C.
Initial Consumer Rebuttal /* (3000, 11, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the host establishes the price; however, it is done on your platform and even if the price is fixed, he can change it at any time (1st flaw in your system). Furthermore, your airbnb fee is a percentage of the price that the host charged, so therefore airbnb is in fact benefiting financially from the higher price. If your platform was used as a free service that runs ads, instead of charging people a fee, then you wouldn't be as responsible as you currently are; however, you do collect a percentage from the total price, if that price is inflated, you make more. So while it is the host that sets the price, it is airbnb that charges a higher fee on top of that inflated price. Legally you are both responsible.
The customer service representative never explained the breakdown of the cost, because he couldn't make sense of the numbers, this is exactly what he said "you're right the numbers don't add up" (I have an audio copy of the call to prove it). I did reach out to the host several times, called him numerous times and left him voice mails and not even a single response back.
If the numbers make so much sense, please break them down in detail and explain them to me! You can't do that can you? Because they don't make sense!
You guys have literally the worst customer service out of any big company that I have ever witnessed. The media is going to have a field day with this story, I am so glad that I have physical proof of what the customer service rep said, what you guys did and how you guys operate. I know there are so many people out there that would just love to hear how airbnb could care less about their customers. I tried to give you guys a chance to rectify this and just make it right, but obviously airbnb does not care. I hope the $473.32 is worth all of the bad press and the lawsuit that is coming. You have yourself a great day Maria C. it most certainly has not been a pleasure.
Final Business Response /* (4000, 19, 2015/09/03) */
September 2nd, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
100 Broadway Suite 625
Oakland, CA XXXXX
Re: Case #XXXXXXXX
Dear Ms. [redacted],
Cordial greetings.
At this time, this matter is closed as 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.
Kindly,
[redacted] B.
Agent
Final Consumer Response /* (4200, 26, 2015/09/18) */
I do not accept this, all airbnb does is go back and forth with the same answer, however I am still owed money as previously explained