Airbnb, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and I will accept the offer of two nights and a cleaning.  However, I still think that they should have paid me for 4 nights and a cleaning as I was not notified of the cancellation.  I will accept the 2 nights plus cleaning as this will help me pay for my expenses.  Someone did stay in my unit for two nights and I did incur cleaning expenses.  However, my unit was blocked for 4 nights and the renter had complaints regarding the public beach, restaurant and her cell phone reception, none of which were related to my condo.  Airbnb did not notify me that they cancelled my unit after two nights.
I am not happy with Airbnb as they were not going to pay me anything after they allowed someone to use my unit for two nights.  They really should have been for 4 nights, and they agreed to pay for 2 nights and cleaning after Revdex.com intervened.  I am grateful that Revdex.com intervened.  Thank you so much.Sincerely, [redacted]

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

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

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]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept because I had to expend now and my vacations was totally frustrated and I have a great injury. And, the airbnb has conditions to resolve now this problem because they now exactly was happened with the leaking gas, and than we have to left the apartment without time to choice a new local according my possibilitys. Then I need the money to cover my losses materials because the days of my life that I lost will not return
Final Business Response /* (4000, 12, 2015/09/02) */
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
Final Consumer Response /* (3000, 16, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the position of Airbnb. NOT TRUE what they are talking about. THERE anyone doing follow up with me. I had a huge loss which frustrated my vacation, I had extraordinary expenses that were not foreseen and also the conduct of the Airbnb not to resolve the situation put my life and my daughter in danger, due to strong leakage of gas in the property you rent for all the season. THERE WAS DAMAGE AND MORAL to be reimbursed and I please want the case to be resolved by the Revdex.com. Cordially

September 13,2017
Revdex.com Inc.
[redacted]
Oakland, CA  94607
Re: Case # [redacted]
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.
We regret any inconvenience that this process may have caused. 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:[redacted] from AIRBNB called me at Sunday, May 5 2017. It was about lunch time and at this moment we were in a restaurant with other families from the church. I told him that I can't talk at the moment, because there was pretty noisy, I asked him politely to call me after one hour. Today is Tuesday, May 9 2017 (8:52 PM), nobody called me. I can't take this like RESPONCE. Sincerely,[redacted]

You have been issued a full refund of $1295 to your VISA ending in 0393 on May 29, 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

On July 20, 2017 Airbnb emailed the complaint the following:
 
"After a routine review of your Airbnb account, we regret to inform you that we’re no longer able to support your account due to a violation of our Terms of Service.You can review our Terms of Service at: [redacted]Per our Terms of Service, Airbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed. For more information about account deactivation, visit [redacted]"
 
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 the business did not say anything of substance. They merely acknowledged that I made a complaint. If they were, as the response states, sorry that I am unhappy, they can and should have done a lot more. Sincerely,[redacted]

As the attachments show, there was a misunderstanding as to how many people would be in our party renting the four-bedroom home (it appears that Airbnb's system defaulted to a party size of one, and I did not notice this when I submitted the reservation form and deposit).  The host understood that we were a party of five, but objected to our plans to bring a dog, notwithstanding that his listing showed the property as pet-friendly.  I received a corrected confirmation from Airbnb for a party of 5, but was later told that my reservation was for a party of one, and that if I showed up with more than one person, the host would call the police to have me removed.  When I said that this was unacceptable, Airbnb said that I had cancelled, and that my deposit was forfeit.  We think this is unreasonable and unfair.  The company's position is that a contract was formed and then cancelled by us.  We think it is apparent that there was never a "meeting of the minds" and can therefore have been no contract.

Complaint: [redacted]I am rejecting this response because:
please check documentation
I did provide pictures 
And I think documentation I provided is enough to fix this problem 
And also the reviews hold the airbnb accountable as they need to  deactivate the listings found to be troublesome with bugs
I called community and got info that apartment was still being sprayed over 
I have talked to community office and they said it gets sprayed every week
very dangerous for asthma patient like my mother
hope airbnb understands the impact on my mothers health
Sincerely,[redacted]

Initial Business Response /* (1000, 12, 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, 21, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because if I were ever satisfied with the fairness of Airbnb handling of my complaint, I wouldnt have decided to go thru the Revdex.com in the first place.
In addition, in the last 2 weeks, items which I ordered online have been erroneously delivered to [redacted] which Airbnb hostess or her tenant has accepted but will not return. she is now keeping items which I paid for but have not received.
I can provide receipts and communication to prove all of this.
Bottom line, in addition to my existing complaints, I add that Airbnb hostess has kept
About $600 worth of mail order items that I paid for.
Final Business Response /* (4000, 23, 2015/09/10) */
September 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.
Regrettably, a final resolution has been reached at this time and no further payment is possible.
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
Final Consumer Response /* (4200, 25, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I do not accept the response and wish my case to remain open based on my original complaints.

September 3, 2016
 
 
[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 on today 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, 2015/08/11) */
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, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Airbnb's response on August 11 only acknowledged receipt of the complaint and in no way addressed the complaint itself. The timing (right before the 14 day deadline) and the lack of substance of the response would seem to suggest that airbnb could be engaging in a tactic one might use to suggest one has complied with Revdex.com's requirement to respond within 14 days of receiving the complaint when in effect, one has done nothing to actually address the issue.
I am curious as to what "reviewing" Airbnb is doing that would take 14 days and still cannot be completed given how straightforward the facts around my complaint are.
I note no one from Airbnb had ever bothered to call me to understand the situation when I first raised my complaint with them directly. If they care to actually properly investigate the situation now before telling Revdex.com and me that they are "disengaging" from the discussion (as they did back in July), I will be happy to discuss.
Otherwise, I await a prompt settlement without further delays by Airbnb.
Thank you.
Final Business Response /* (4000, 9, 2015/08/17) */
Dear Ms. **,
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 you directly to address your concerns.
We regret any inconvenience that this process may have caused you and I wish you the best.
Sincerely,
[redacted]
Airbnb

Initial Business Response /* (1000, 7, 2015/08/09) */
The charges referenced on the complaint were refunded in full to the complainants account.
No further refund can be processed at tis time.
Initial Consumer Rebuttal /* (2000, 9, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)

July 20, 2017  Revdex.com Inc.[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

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 their future endeavors.
Sincerely,
 
[redacted]
 
Airbnb

Complaint: [redacted]I am rejecting this response because: you have not explained what I did to violate any terms I've never even used the services Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/08/07) */
The complainant cancelled the reservation in question and was refunded in full minus the Airbnb service fee. No further refund can be granted at this time.

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 5th and again on May 12th. 
 
We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.
Sincerely,
 
[redacted]
Airbnb