Airbnb, Inc.

clean cottage advertised and what I rented.
Fleabag motel was the reality.

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 reached out directly to the complainant on April 13th, 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

Complaint: [redacted]I am rejecting this response because: it does not solve anything nor tell me how to render a solution.  Their response was just a standard customer service line they use for everyone, I doubt they even read my complaint!Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/06/15) */
[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] C.
Airbnb
Initial Consumer Rebuttal /* (3000, 9, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AIrbnb has contacted me and informed me that they will compensate me for the total amount of loss, however, airbnb is unwilling to resolve this matter until they receive the police report. I requested the report on June 22, 2015 and was told it takes two to three weeks to receive a copy by email. Because this response was due before I could resolve this matter with airbnb, I have filed this response. I am requesting a continuation of this matter until such time as I receive the reimbursement from airbnb. Thank you for your time and courtesies in this matter.
Sincerely,
[redacted] L. [redacted]

Initial Business Response /* (1000, 7, 2015/11/24) */
November 24th, 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've reached out directly to the complainant directly to address her concerns on November 24th, 2015.
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 April 6, 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

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 clicked "no" only because there is no response yet. They have just let you know that the complaint is under review and that "they will follow up with a response as soon as possible." I am satisfied that they are reviewing the matter and await their response.
Thank you.
Final Business Response /* (4000, 15, 2015/08/24) */
August 24, 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 him the best in all his endeavors.
Kindly,

[redacted].
Agent
Final Consumer Response /* (4200, 17, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have already explained in my last entry, Airbnb's decision to not refund the remaining balance is not acceptable.

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.
 
Be well, 
 
[redacted]
 
 
Airbnb

March 22, 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

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

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

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]

Original condo payment was 2689--move to condo and total price for condo 2 was 2242.... airbnb refuse to refund difference

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 March 11, 2017 with the following:  
 
'We'll need you to complete some additional verification steps...

before we can reactivate your listing(s). This is standard practice for maintaining accounts, and is mainly a precaution to provide better security for our community and for quality assurance purposes.Please complete the following steps:- Add a verified ID at: [redacted] - Add additional photos/information to your listing, preferably high quality original photos that aren't available elsewhere on the internet so future guests will have proper expectations when making a reservation - Add a profile picture that features your face - Scan or photograph a copy of a utility bill that's under your name, shows the full address of the property, and was issued within the last 6 months and attach it to your email responseAfter you've completed the steps above, please contact Airbnb.'
 
 
We regret any inconvenience that this process may have caused and we wish the complainant the best in his future endeavors.
Sincerely,
 
[redacted]
Airbnb

Complaint: [redacted]I am rejecting...

this response because: The guest broke the rules of my house and had no penalties, yet I was penalized for the guest breaking the rules that they agreed to.  This guest had illegal substances in my house, which could have brought many problems and I had complaints from my other guests.  Airbnb's trip experience agent: Shannon treated me very poorly, and even challenged me that Pot was legal in Florida. 
I expect Airbnb to return the money to me and fire Shannon for treating me so poorly.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Airbnb has admitted their mistake but refuse to rectify the problem. I look to Airbnb to:
1. Refund the difference for the amount they have had no right to take out of my credit card; and
2. Apologise for the mistake they made in this matter.
I do not accept their voucher as a form of refund.
I await their response.
Sincerely,[redacted]

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. However would like to recommend that notes from each phone call be reviewed to use this as a teachable moment for the customer service representatives that were extremely unhelpful.
Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/05/06) */
[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, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As one can see the response from the company is rather empty. It neither has any reference to the core problem nor does it offer a concrete resolution. It really not qualifies as a resolution in this regard. As such I could not make any testimony that I am satisfied.
However by reviewing my credit card billing information, I did notice that there were two refunds ($130.00 and $16.00) posted to my C card account, which represented a 100% refund on one of my room booking ($146.00).
Four days after I received Revdex.com's message, I did receive an email from AirBnB to inform me that a credit of $16.00 was posted into my credit card account. However, the AirBnB still does not take responsibility to the problem that it breached its contractual obligation by supporting its hosts to arbitrarily cancel many travellers advanced paid room booking, let alone to issue any compensate to my hotel room rebooking expenses, which is a result of AirBnB's booking cancellation.
I as well as many fellow travelers [redacted] not be satisfied until AirBnB [redacted] uphold the same standard as the regular hotels, which I never experienced any arbitrary cancellation of my room bookings in my entire life, even without prepayment for the rooms that reserved. I [redacted] not use its service or recommend to my friends to use AirBnB until our prepaid room reservation [redacted] be guaranteed.
Thank you for your time! As you can see AirBnB [redacted] even not give me full refund if I have not filed a complaint to the Revdex.com.
Yours truly
Final Business Response /* (4000, 9, 2015/05/31) */
We have reached a final resolution in this case and a refund has been granted.
We apologize for any inconvenience this process may have caused and wish the complainant the best in the future.
Sincerely,
[redacted] C.

June 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

Thank you for your response and I am sorry to hear that the complainant has not received our correspondence.
I sent emails directly to the complainant to the email address we have on file on: April 25th, April 29th and May 13th addressing the complainant's concerns. 
We have issued our final decision in this matter and we wish the complainant the best in his endeavors.
Sincerely,
[redacted]
Airbnb