Airbnb, Inc.

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

Complaint: [redacted]I am rejecting this response because:
The business did not resolve the case at all.  They refused to review the communication from my guests ([redacted] and [redacted] stayed together and [redacted] responded to my review and denied everything).  I explained to them from the start that I was uncomfortable continuing to ask for money from someone who denies the case, but expect the full fi[redacted]cial resolution as I submitted clear pictures of the damages incurred. Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/08/11) */
August 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 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]
Initial Consumer Rebuttal /* (3000, 8, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no resolution in the response from Airbnb. It is jsut saying that they are looking into the matter and need more time to properly assess the claim. I can only respond once they look into the matter and reply accordingly.
Best Regards,
[redacted]
Final Business Response /* (4000, 14, 2015/08/25) */
August 24, 2105
[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]
Airbnb
Final Consumer Response /* (2000, 16, 2015/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
AIRBNB has returned my all the money they charged for the service fee. The money has been credited to my card. I am so gratefull to Revdex.com and thank AriBnB as well.
Best regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/16) */
date
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
100 Broadway Suite 625
Oakland, CA XXXXX
Re: Case #insert number
Dear Ms. [redacted],
Cordial greetings.
We have reviewed the facts related to...

the case number XXXXXXX and considered the proposed resolution.
In accordance with our privacy policy, I have reached the complainant directly to address her concerns. We have issued our final decision at this time.
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, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airbnb emailed me saying they has issued the refund for the [redacted] reservation. They refunded me an additional $90. This however, is not the amount reflected in the actual receipt. Airbnb is looking at the amount I originally paid to say in a listing, not the difference between that amount and the cost of the listing I ended up staying in (which I only did because I was assured I would be refunded the difference). I was charged an additional $508 to stay in the second listing, the North Beach Flat, I was then refunded $173 by Airbnb, which left a $335 difference. On September 16th I was refunded an additional $90. I am still left with a difference of $245. I am happy to resolve this issue with "a full refund of the difference in pricing," as the customer service representative stated she was giving me in her email on Sept.16; that full difference would be an additional $245.
Final Business Response /* (4000, 9, 2015/09/25) */
09/25/2015
[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],
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

We are sorry to hear that the complainant is disappointed in our response.
We regret any inconvenience that this process may have caused.
Airbnb responded on January 30, 2017 with:
 
'I apologize if I am not explaining our policies clearly for you. Here is a direct link to our Guest Refund Policy you may view.Guest Refund Policy [redacted]With this policy we require documentation, such as communication in the Airbnb message thread, photographs taken, or other official documents to support the guest claim.When a guest has a concern about their reservation, we require the guest to message the host in the Airbnb message thread so it is documented and to contact Airbnb 24 hours from the claim.When these steps are followed, we can quickly and efficiently support a guest claim as it is aligned with our Host Standards.More about our Host Standards [redacted]When we receive a claim either during a reservation or in a resolution center case, we will require documentation from the claim maker to align with the above policies. If we do not have any supportive documentation, we cannot process the request.Since we do not have supportive documentation about the amenity issue with the hot tub or the wifi, I cannot process your refund request.I want to prevent future claims like this from happening again and have educated [redacted] about our policies, proper steps to collect additional fees to prevent future claims from happening.'
 
Additionally, Airbnb offered a $150 coupon for future use.
 
Best, 
 
[redacted]
Airbnb

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: Upon receipt of a request for Arbitration, Airbnb credited my account for all outstanding transactions requested. However, they still have not provided ample evidence to back up their original monetary claims against me.Until Airbnb updates its Terms of Service to fully document their currently unwritten expectations regarding guest privacy within Shared and Private rooms, they have not fully resolved this issue and this complaint will reflect as such.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: this is exactly what Airbnb does... close case, not engage in any reasonable conversation about what they are colluding in an illegal practice.
I guess they want to force a court case and they will now get one. I will see if I can organize a class action ... really damaging for a reputation. but I tried to avoid that. Sincerely,[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, 2015/05/31) */
[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 his the best in all his endeavors.
Sincerely,
[redacted] C.
Airbnb
Initial Consumer Rebuttal /* (3000, 9, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Several days later I have not heard from airbnb and I have to refuse this resolution as they have not upheld their commitment in their response, let alone resolved the issue.
Final Business Response /* (4000, 11, 2015/06/09) */
A final resolution has been reached. After reviewing this case, a refund cannot be granted.
We have reached out to the complainant privately confirming the final resolution.
Final Consumer Response /* (4200, 13, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response simply states that the business accepts no responsibility for the lack of protections for the customers of their service. That is not an acceptable response as I've offered a very fair middle ground resolution of the $700 refund, not the full amount that I paid for the stay at the filthy property. I would like them to stop digging their heels in with an explanation of "because we said so" and consider the facts of the case. If the property were in fact what was represented, we would not have left to stay at hotels at significant additional expense. That they requested pictures is true, but pictures are only one form of proof. Our actions and the lack of additional methods for recourse or investigation are grossly negligent of the protections that should be afforded to their paying customers.

An Airbnb supervisor reached out to the complainant on May 6th, 2016 to address his concerns. 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]
Airbnb

Initial Business Response /* (1000, 5, 2015/08/11) */
August 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 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]
Final Business Response /* (1000, 12, 2015/09/03) */
date
[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

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 13, 2017 with a refund in full.  
 
We regret any inconvenience that this process may have caused and...

we wish the complainant the best in her future 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, 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: I have heard nothing from Air BnB despite you being told otherwiseSincerely,[redacted]

April 27, 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, 5, 2015/11/06) */
November 6th, 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 the email on file on November 6th 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, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not addressed the issue. They just sorry there is nothing we can do. One more time: pay me for the extra person and remove the improper feedback!
Final Business Response /* (4000, 9, 2015/11/25) */
We have issued our final decision in this matter at this time.
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
Final Consumer Response /* (4200, 11, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not resolve the matter. Completely unsatisfied.
They promise to offer the professional servises, but there is no servises beyond posting your property. Very scared to deal with this company since if you are robbed or killed during hosting they will just brush you off and shut you down.
BEAWARE!!!

Complaint: [redacted]I am rejecting this response because:
 
I have NOT received ANY response from AirBNB, much less a satisfactory one. I challenge Airbnb to provide the Revdex.com with a copy of any communication they have sent me, as there has been none. I have also filed a complaint with the CA Attorneys General. 
 
 
 
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 January 30, 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