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 May 5, 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 / [redacted] (1000, 7, 2015/10/15) */ October 15th, [redacted] Dispute Resolution Specialist Revdex.com Inc Broadway Suite 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 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 / [redacted] (2000, 9, 2015/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

September 13, Revdex.com Inc [redacted] Oakland, CA 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 causedHowever, 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: Regarding your request that I let you know within calendar days my position on the matter of Airbnb’s response to my complaint filed against them, I would like to keep the complaint open until I have hear from Airbnb and come to a successful resolution To date, I have not been contacted by any Airbnb representative, as they indicated in their response to youI have emailed Airbnb again (see attached), but still have not received a response Please advise me regarding the next steps I need to take in order to keep my complaint filed with you open Thank you for your assistance Sincerely, [redacted] ***

November 17, Revdex.com Inc [redacted] , CA [redacted] 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 On August 19, Airbnb sent the following to the guest: “Hi ***, It is our general policy not to remove reviewsThis is because reviews help to generate an honest portrayal of the variety of experiences that our hosts and guests have with each otherThere are rare instances when we do consider the removal of reviews, as outlined in our content policy: [redacted] After going over this review, we have determined that it does not exhibit a violation of said guidelines Let me know if you have any questionsI’m sure that, moving forward, you will receive reviews that positively reflect upon your part in the Airbnb community Best, ***” We have issued our final decision for this case and we will disengage from further discussion on this topic Best, [redacted]

Complaint: [redacted] I am rejecting this response because of Airbnb unwillingness to cooperate on the resolution of this matter.Sincerely, [redacted]

April 20, Revdex.com Inc [redacted] Oakland, CA 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 / [redacted] (1000, 10, 2015/05/06) */ [redacted] Dispute Resolution Specialist Revdex.com Inc Broadway Suite Oakland, CA XXXXX Re: Case #XXXXXXXX Dear Ms***, 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

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.

RevDex.com Inc. [redacted] , CA [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, 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

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, 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

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

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ November 6th, [redacted] Dispute Resolution Specialist Revdex.com Inc Broadway Suite 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 / [redacted] (3000, 7, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not addressed the issueThey just sorry there is nothing we can doOne more time: pay me for the extra person and remove the improper feedback! Final Business Response / [redacted] (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 / [redacted] (4200, 11, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not resolve the matterCompletely unsatisfied They promise to offer the professional servises, but there is no servises beyond posting your propertyVery 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!!!

Revdex.com Inc [redacted] , CA [redacted] 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 On April 30, Airbnb sent the following to the guest: “Hi [redacted] , Thank you for addressing your concerns and sharing details of your last experienceI see this was your first trip with us and I can assure you these types of situations are uncommon Sorry to hear about the unfortunate amenity issueIn these rare circumstances, we do our best to assist with rebookingIt appears that we provided a full refund instead of applying the funds to a new reservationFor that, we do apologize While we are unable to compensate you further than the full refund that has already been processed, we have provided a $coupon you may use on a future reservation with us Code: [redacted] Expires: 2019-04- Again, sorry about your last experienceIf you have further questions, let me know Best, ***” We have issued our final decision for this case and we will disengage from further discussion on this topic Best, [redacted] Airbnb

Initial Business Response / [redacted] (1000, 7, 2015/07/29) */ Our customer experience team reached out to the complainant on July 8th with a final resolutionThe case is now closed

December 13, Revdex.com Inc [redacted] , CA [redacted] Re: Case # [redacted] Regrettably, we are unable to locate a profile or reservation with the information provided within the complaintIn order to proceed with our review, please provide the email address, telephone number, account name and/or reservation code associated with this issue 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, 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

Initial Business Response / [redacted] (1000, 7, 2015/08/07) */ The complainant cancelled the reservation in question and was refunded in full minus the Airbnb service feeNo further refund can be granted at this time

On July 20, 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 reversedFor 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