Airbnb

Complaint: [redacted] I am rejecting this response because I am still waiting for Airbnb to send me an updated agreement to sign. Their latest email was sent March 28th staying they will send it to me early next week.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 March 28,... 2018. We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors. [redacted] Airbnb

Complaint: [redacted] I am rejecting this response because: Airbnb made my birthday trip a very difficult one by not listening and taking care of my issues for over a weekI appreciate the last rep stepping in and handling my issues - but the company got to do better and for that, I don’t accept their responseThis host should be removed from their website, period!! And lastly - that house is not square feet of usual even space and no one told me this house configurations prior to arrival and it made it somewhat difficult to accommodate my guest (the rooms was much smaller than I initially thought from the lack of photos)Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have heard nothing from Air BnB despite you being told otherwiseSincerely, [redacted]

November 16, 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 October 10, Airbnb sent the following to the guest: “Hi [redacted] , We understand that cases, such as this, can be a challenge for all involved partiesHowever, when issues such as this are brought to our attention, we will institute a final decision based on the policies that govern all transactions made via our marketplace In light of these policies, the reservation record, and the information provided by both parties, we have issued a final decision, and we will uphold it accordinglyWe know that this may not be the outcome you had desired, but we have deemed it the fairest decision in light of the details and documentation provided to us Thank you for your cooperation during the mediation process and for your valued time and contribution Best regards,” 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: They stated that they had reached out to me to resolve this claim, but I have recieved no such communication from AirBnB.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Thank you for your messageI appreciate the representative from Airbnb contacting me, but they still have not addressed my concernsAccording to their policy, they have the option to "delete, censor or edit reviews." Accordingly, if one word was it issue, it seems like that word could have easily been edited or removedMy entire detailed response was taken down because of one word, which is confusing to meFurthermore, the choice of the word "unstable" was based on my discussion with an Airbnb representative who used that word when I spoke with them on the phone (they should review the phone call)I had noted that the individual's behavior was not normalI also addressed the behavior in my response based on the individual's mood swingsFinally, I included my response to the review in an email to an Airbnb representative prior to posting it It still seems like the resolutions team at Airbnb is choosing to interpret unstable one way, and then they are interpreting neurotic in a manner that is inconsistent with grammarOne can easily take the interpretation a step further and conclude that if a person's rules are "mentally unstable" then the person who made the rules must also be mentally unstable (an interpretation others have made after reading the individual's review) I also included several review responses that have used the word "unstable" on Airbnb, so, as I already noted, the handling of the situation is very inconsistentIn my opinion, editing the response to exclude the one word that appears to be at issue would be a fair resolutionTaking the entire review down because of a single word is not.Finally, Airbnb has not responded to several inquiries about why they modified another host's review for this same guestThey have simply said they are looking into the matter or that the host's review was not modifiedI included my communication with the host and she confirmed that her review was modified without her consentThe guest even adversely impacted the aforementioned individual's ability to host other guests at her property moving forwardI would be grateful if the representative could address the following: (1) Have you listened to the recorded conversation with the representative in which they used the word "unstable" (which caused me to change the term "not normal" in my response to "unstable")? (2) Why is it taking over four weeks to determine whether the other host's review was modified after the host confirmed in her response to me that her review was modified? (3) Why was my entire response taken down when only one word was at issue, since you have the option of deleting, censoring or editing a review/response? (4) How are you working to ensure that future users are able to make informed decisions given my issues and the other host's issues with this guest? (5) Please address why multiple reviews using the word unstable are still listed on other user pages.Thank you.Sincerely,**

Complaint: [redacted] I am rejecting this response because: I will accept a response from AirBnB when I see that the refund is in process and visible on my credit card statement, which I was told could take up to 10-business days.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Please see my prior message Sincerely,**

Hi ***, On June 15, Airbnb issued you a final refund for reservation [redacted] which means you have now beed refunded in full the amount of $ 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 Best, [redacted] Airbnb

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ December 28th, [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 reached out directly to the complainant on December 28th 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

January 23, 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 20, Airbnb sent the following to the guest: “Dear Ms [redacted] , Thank you for your feedback We understand your position and there is no doubt these issues are complexWe can assure you that we’ve been very thoughtful in drafting our rules regarding this matter and have made the decision we feel is best for the safety of the Airbnb community We encourage you to carefully review information about account deactivations here: [redacted] Should you choose to dispute the decision regarding your public records, please follow the instructions in our original email by providing us any legal documentation surrounding your public records Once you have done so, reply to this email along with the associated legal documentation and we can reconsider your account removalWe will be closing this matter until further documentation is received Thank you for your cooperation and understanding Respectfully, ***” We have issued our final decision for this case and we will disengage from further discussion on this topic Best, [redacted]

August 30, [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 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

May 24, 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

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

Complaint: [redacted] I am providing the information requested The identifying information is as follows: Name: [redacted] & [redacted] Numbers on the account: [redacted] and [redacted] Email: [redacted] The guests name was [redacted] and he checked out on July 31st The reservation code is: [redacted] Sincerely, [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 March 11, 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 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:I never received the Thursday message they wrote aboutI am not computer savvy so I will regular mail bills instead of scanning and send RegisteredIn addition, the tone of the e mail continues to show a bad attitudeI have decided , since our vacation was cut short as a result of their inaction, to bill them for the hotels we stayed in after leaving the place we finally found.In the end , we couldn't afford to stay until our original date with airbnb of 3/We were forced to cut our trip short I find I must pursue this matter to a better resolution since they are also talking about the difference in priceSincerely, [redacted] ***

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

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