Airbnb

I am not AirbnbI'm a company that helps Airbnb hosts

We are sorry to hear that the complainant is disappointed in our responseWe regret any inconvenience that this process may have causedWe wish the complainant the best on his future endeavors Sincerely, [redacted] Airbnb

Complaint: [redacted] I am rejecting this response because: You may have refunded the money, but you have given no indication that the host has been prevented from doing this to anyone again, and you have not indicated that you have updated your systems to prevent a host from being able to change the contract amount, and use extortion to force them to agree a higher price or else cancel their reservation How am I or anyone else supposed to do business with a company that doesnt have measures in place to protect it's customers from bahavior that is supposed to be against your policy? Yes you have credited the money back, but you haven't addressed this concernPlease stop stonewalling and address this issue directly Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ December 18th, [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 directly followed up with the complainant on December 18th, 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 / [redacted] (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 complaintThe fact remains, AirBnB's "verification" procedures remain intrusive, unwieldy, burdensome, and without meritIndeed, 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, etcNone 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 suchIn 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 / [redacted] (4000, 9, 2015/12/29) */ December 29th, [redacted] Dispute Resolution Specialist Revdex.com Inc Broadway Suite 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, & 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

December 13, 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 December 1, Airbnb sent the following to the guest: “Hi ***, We noticed you made a reservation using an Airbnb coupon that was issued in errorAs a result, we’ve canceled the reservation made with this coupon code and encourage you to rebook with your hostWe apologize for any inconvenienceIf you need assistance, please visit our help center Thanks, The Airbnb Team” We will not be able to move forward with your request to reinstate this reservationYou are able to book a new reservation on AirbnbFor your convenience, I have also attached the Airbnb customer service phone number: +1- [redacted] Best, [redacted] Airbnb

November 16, Revdex.com Inc [redacted] , CA [redacted] Re: Case # [redacted] In accordance with our privacy policy, a Manager here at Airbnb is following up with the complainant directly to the phone number on file 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: Airbnb's Response: Hi ***, I hope this message finds you wellMy name is [redacted] and I have received your Revdex.com case for review I'm sorry to hear you experienced thisAs you are already aware, hosts on Airbnb set their own pricesYou will always see the exact price you will pay before entering your payment informationThere has been no transaction between you, Airbnb, or the host, [redacted] Had you booked the reservation, and [redacted] then asked for more money, Airbnb guarantees that you wouldn't pay more for that booking than the initial transaction It looks like [redacted] is new to the platform, and he may not be aware on how to correctly set his pricingI'm happy to reach out to him to educate him so this same situation doesn't happen to others in the future As a third party platform, Airbnb is unable to review every host's calendar for accuracy, and heavily rely on the hosts themselves to maintain themI understand this can be a pain point for experienced travelers like yourselfAs stated before, had there been a transaction, Airbnb could guarantee you wouldn't pay more for this bookingAs there has been no such transaction, Airbnb cannot honor a price that the host is unwilling to accept Sincerely, [redacted] Unfortunately, AirBnB - has missed the point completely I realize nothing has been booked to my credit card I don't expect AirBnB to check every posting for accuracies What I do expect is that a professional organization like AirBnB would force that job onto the owners posting and then hold them accountable for misrepresentations AirBnB's position that it there was "no harm no foul" lacks any common professionalism It seems as though AirBnB does not care that Owners can advertise bogus rates to lure in people and that "Truth in Advertising" doesn't apply to them Hotels.com, Kayak.com, etcall are 3rd party sites like AirBnB The rate that they display may be different for all days per year but I bet if I entered a date range for a possible stay - the rates quoted would be accurate and that I would not get a follemail that says "Whoops - the rate is really doubled" If AirBnB allows this practice, it is a waste of your time to research places to stay as the price quoted on the website may actually be different (doubled in this case) My advice - use a different more reputable website that honors its offers[redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/06/15) */ [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 Initial Consumer Rebuttal / [redacted] (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 reportI requested the report on June 22, and was told it takes two to three weeks to receive a copy by emailBecause this response was due before I could resolve this matter with airbnb, I have filed this responseI am requesting a continuation of this matter until such time as I receive the reimbursement from airbnbThank you for your time and courtesies in this matter Sincerely, [redacted] L [redacted]

Complaint: [redacted] I am rejecting this response because: I understand the refund can't be issued however, I would like the host to take down the listing in which I purchasedHow was I supposed to know as the guest it was a scam unless I gave the key to the leasing office? While I was in the leasing office I contacted Airbnb customer service on December 10thSo this is not my fault please stop saying thatBSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I called Apple Pay and it is not their responsibility to ensure that I am properly refunded by Airbnb as I initially paid AirbnbIf an old card was refunded, which is no longer in existence then Airbnb should easily be able to cancel both refund transactions as they have yet to be processed and refund me again using an updated payout method Sincerely, [redacted]

Revdex.com Inc [redacted] , CA [redacted] Re: Case # [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 May 14, We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors [redacted] Airbnb

July 18, 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 I can confirm today that their account has been deleted 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 Inc. [redacted] ***Re: Case # [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 May 21, 2018. We... regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors. [redacted]

Complaint: [redacted] I am rejecting this response because: Airbnb accounting system has serious flaws that cause owners to lose thousands of dollars and funds are impossible to recover Airbnb representatives each tell you something different regarding Airbnb policies and protocolsThere is not consistency Airbnb representatives informed me multiple times that once a cohost is deleted, they will no longer receive ANY payouts This makes sense because for example, if a cleaning lady quits and is no longer cleaning, she should not receive the cleaning payout I followed the representative's advice to delete the cleaning lady [redacted] and add the new cleaning lady, *** You can see in the screenshot that Airbnb website clearly states that [redacted] will receive all cleaning fees after February 13, However this did not happen Post Feb 13, 2018, Airbnb kept some of the cleaning fees and some they paid to [redacted] who quit before February 13, Therefore, even if you delete a cohost/cleaning person, airbnb continues to pay them even though their reps state via phone that once deleted, they are no longer paidI have a recording of all these phone calls to prove my case I have now deleted ALL the cohosts from my account so I should be the only person receiving all the payoutsI have this in writing from Airbnb case manager If any payout goes to any past cohost or cleaning fee, I will be holding Airbnb liable for reimbursing me the full amount There is a serious flaw in Airbnb accounting systems where past cohosts continue to be paid even if they are no longer assisting in management or cleaningThis essentially means that it is impossible to hire new managers or cleaning people because Airbnb will not pay them properly Airbnb's fraudulent and flawed accounting has caused severe stress for me as an Airbnb host I have had two cleaning people quit on the job and leave me hanging, solely because Airbnb was not paying them Airbnb also was not paying me We do not know where the payments went that the guests paid for cleaning They claim they paid a past host, but the past host states they also were not paid Overall, Airbnb's finances are a completely mess and they should not be using the cohost function if they have not made sure that it is fully functional Airbnb's customer support for hosts is horrible I have to wait on the phone for at least 20-minutes to speak with a representative Each representative tells me something different and incorrect They then refer me to a different department and have them call me back in 1-days This representative never has any notes from the previous phone call and I then have to spend another hours explaining my situation Due to all the stress, the 15+ hours of phone calls and emails, I expect to be compensated generously for my time and stressI expect compensation of a minimum amount of $ This is for lost income and the 15+ hours I have spent dealing with Airbnb's flawed systems and uninformed staff Sincerely, [redacted] ***

August 31, 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

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 meSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: This complaint is for Reservation Code: [redacted] We want to continue to have this complaint reviewed and we want to be paid the $owed to usWe have provided the necessary details that Airbnb is requesting so they can check on this case from their endAs stated in our initial complaint, Airbnb guaranteed that this couch will be protected under their host guarantee for any damageWe were there at the time of cheand we were there at check outIt was not damaged before check in when we were there, and it was damaged at check outSo we immediately filed the claim at check out that the guest damaged the couchWe have poof of which guest did itThis should not have been denied, we are owed $ In addition to this complaint, we have another one with the Reservation Code: [redacted] We spoke with a case manager and have written permission from airbnb on the message thread that we are allowed to charge for early and late checkins and that we could do that through our security depositWe have this in writing from airbnb and we followed the exact procedures of what we're supposed to do to get reimbursed for that money and we have photo shots of them checking in early and we are owed $ Sincerely, [redacted] ***

May 31, 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, 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

[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 issueSincerely, [redacted]

February 24, 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, 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 Sincerely, [redacted] Airbnb