Airbnb, Inc.

We are sorry to hear that the complainant is disappointed in our response.
 
I am truly sorry to hear that your reservation was canceled -- When browsing listings, make sure to review all the photos, read the entire description and house rules, and ask the host any questions you...

have. I recommend you contact several hosts before booking. Once you hear back from a host that a listing you like is available, then click Book It in the message thread or on the listing's page to head to the checkout page. As mentioned in the cancellation email you received, you will see that the payment from your original reservation has been transferred, and we have provided an additional rebooking credit for up to 10% of that amount, to help you find a place you'll love.
 
 
We regret any inconvenience that this process may have caused.
 
 
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 reached out directly to the complainant 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

Complaint: [redacted]I am rejecting this response because: The company is not responding to my complaint/issues. It is simply stating its decision to do nothing is final. This does nothing to address the issues. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Airbnb did not, at any point, address my concern as to money being removed from my account without my authorization. Although the
money was supposedly refunded, the $573 was vacant from my account for more than 10 total days. At no point did they take responsibility for the unauthorized charge, but did offer a $50 credit which is not a reasonable offset considering the charge and unreasonable time I spent trying to resolve this matter with them. Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12057261, and find that this response is the only one I will get. Only satisfaction has already taken place by myself by canceling my account a few days ago since I saw another breach from California. Hmm, any coincidence? Security, safety and business practices are still in question with this company.  This alone should be a greater concern. I will continue to have my credit monitored and stay vigilant with the data that was illegally accessed. I wish YOU the best in your "future endevours" as I imagine they will be lacking that same security as they do today. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 
The business has done absolutely nothing to resolve the issue. I don't know why we're still going back-and-forth but I want to make it clear that I am dissatisfied with their response  and have no intention of accepting it.Sincerely,[redacted]

Thank thank you for response I am currently out of state however upon my return end of next week will be able to send all the correspondences . Some will clearly demonstrate that they had made statements that they will compensate for confirmed bookings . Then it was only confirmed bookings on there site platform only however I did have confirmed bookings with other services. Then my request for arbitration was never addressed then finally as reading the air BNB terms and forwarded to you , the company must make compensation for rental loss for the time the home is left uninhabitable .Would it be also possible to have Air BNB forward to you all correspondences so I can view if they omitted the pertinent emails that bolster my case. 
Regards

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 17, 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

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]

Initial Business Response /* (1000, 5, 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 reached out directly to the complainant 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] B.
Airbnb

Initial Business Response /* (1000, 9, 2015/11/04) */
November 4th, 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 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 Business Response /* (1000, 7, 2015/09/09) */
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 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] B.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What I see above is only an acknowledgement of the complaint by the business. The same representative, however, has reached out to me but has basically stated that their response remains unchanged. Unfortunately, the business has failed to explain the screenshots that I have seen which explain different amounts I have generated from the Airbnb Web app. I do not consider this matter resolved and see the business has not only failed to resolve this but has also not been able to explain why this happened in the first place
Final Business Response /* (4000, 12, 2015/09/17) */
We have issued our final decision in this matter and provided a full explanation to the complainant via email correspondence dated August 17th, 2015 to the email address on file that can referenced by Case # XXXXXXX.
We have no further information to provide at this time.
We wish the the complainant the best in all of his endeavors.
Kindly,
[redacted] B.
Airbnb

Complaint: [redacted]I am rejecting this response because: airbnb and the host are frauds. I will ensure everyone I know never uses airbnb. I will Perdue other avenues going forward. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: this isn't a resolution - you're just saying "we'll follow up." And you're probably going to have your representative state the same thing your customer service has been telling me - which is that it's in the hands of the Collections agency. I will not close this case as satisfied until I know exactly how you guys are going to resolve this.Sincerely,[redacted]

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

Initial Business Response /* (1000, 5, 2015/12/18) */
December 18th, 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 directly followed up with the complainant on December 18th, 2015 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] B.
Airbnb
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AirBnB has chosen an opaque response that altogether ignores the salient points of my complaint. The fact remains, AirBnB's "verification" procedures remain intrusive, unwieldy, burdensome, and without merit. Indeed, a portion of AirBnB's response was, 'We think Verified ID is a powerful tool for helping you decide who to interact with on Airbnb, but it's not an endorsement or guarantee of someone's identity." Um...then why collect it? Driver licenses can be accurately fabricated, Facebook accounts are easily compromised (as well as LinkedIn) and replicated for unscrupulous purposes, phone numbers can be faked, etc. None of the company's verification metrics reinforces each other to create a more secure marketplace for customers and property owners; it only gives the pretense of such. In reality, this reeks of a blatant and pretentious ploy to obtain ever more profitable consumer information...especially considering that I have used their service in the past without complaint or objection from the property owner, which serves as the most GENUINE mechanism by which individuals choose with whom to interact.
Final Business Response /* (4000, 9, 2015/12/29) */
December 29th, 2015
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
100 Broadway Suite 625
Oakland, CA XXXXX
Re: Case # XXXXXXXX
Dear Ms. [redacted]
Cordial greetings.
I have directly reached out to the complainant on December
In accordance with our privacy policy, I directly followed up with the complainant on December 18th, 2015 & December 28th to address his concerns.
For more information on our terms of service and verification, please see: www.airbnb.com/terms.
At this time, we deem this matter closed and thank the complainant for his feedback as it is truly appreciated.
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 Business Response /* (1000, 8, 2015/08/09) */
A full refund was granted to the complainant.
We apologize for any inconvenience this may have caused and wish her the best in all her endeavours.
Kindly,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/08/11) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
This response is unacceptable. The terms of service on the website still do not explain that, if PayPal is used as the payment method, ALL funds will be deducted from your account even if the host denies your request and/or you cancel the request. This incredible error of withdrawing $1608 from my bank account caused me to miss several days of work, and be without any money for several day (8 in total). Merely returning the money to my account does not remotely compensate me for this enormous mistake, nor is AirBnb taking any steps to protect future customers from this unethical business practice. To add insult to very real financial injury, the customer service team at AirBnb was rude, inconsistent, and unresponsive.

Initial Business Response /* (1000, 17, 2015/08/10) */
The customer experience team was in touch with the account holder related to the present complaint. A resolution tool case was advised. Regrettably, the host associated to the reservation denied any refund beyond the cancellation policy....


We apologize for any inconvenience this may have caused and wish the complainant the best in all their endeavours.

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 1, 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

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 29, 2017.  
 
We regret any inconvenience that this process may have caused and we wish the...

complainant the best in their future endeavors.
 
Sincerely,
 
[redacted]
 
Airbnb