Airbnb

December 4, 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, 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 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, an [redacted] representative is following up with the complainant directly to address their concernsWe regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.Renea [redacted]

[redacted] Dispute Resolution SpecialistRevdex.com Inc[redacted] ***Re: Case # [redacted] 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 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,AgentAirbnb

Complaint: [redacted] I am rejecting this response because: I did did not violate any of the terms of service and only have good reviewsSincerely, [redacted]

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 22, We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors Sincerely, [redacted] Airbnb

We are unable to confirm the user or reservation by the information provided in the Better Business Complaint Case No [redacted] Please have the complainant produce (i) email address associated with account (ii) telephone number associated with account (iii) reservation code associated with account Once we receive this information, we will be able to review the complainant's concerns further 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:Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because I haven't heard from Airbnb separately as their reply promisedAlso, their overall handling of my complaint has been deplorable and I don't see how they can make right at this point Sincerely, [redacted]

January 23, Revdex.com Inc [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 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

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 have followed up directly with the complainant to address her concerns via the email address on file As final confirmation, this matter was resolved on October 27th, Per our public information on the Airbnb site, we are bound to the host's cancellation policies, house rules, manuals & Guest Refund Policy We encourage our guests to contact their host first to discuss cancellation/refund requests and then involve Airbnb if the host & guest cannot amicably come to a resolution This information can be found here: - https://www.airbnb.com/help/article/ - https://www.airbnb.com/help/article/ - https://www.airbnb.com/help/article/ 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) after complaining to the Revdex.com concerning Airbnb' s "not user friendly site" their no room for error, and contact with them being a big hassle, I recieved a call from an airbnb representative telling me that I would recieve a full refund, they went ahead and cancelled my reservation w/out askingi was happy to recieve the refund but would have liked to have a say in cancelling the reservationa few weeks after that I recieved what felt like a stern rebuke as to how to use their site properly, felt like I got spankedit just doesnt seem very friendly or encouraging to do business with themive definitely learned that I cannot make a mistake and had better be on my toes if I want to book with themVery stressful! Final Business Response / [redacted] (4000, 9, 2015/11/11) */ We thank the complainant for sharing their feedback and concerns, it is very much appreciated At this time, we have deemed this matter closed We wish the complainant the best in all her future endeavors Sincerely, [redacted] Airbnb Final Consumer Response / [redacted] (2000, 11, 2015/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) A friendlier response this timethank you

Initial Business Response / [redacted] (1000, 7, 2015/05/31) */ [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 his concerns We regret any inconvenience that this process may have caused the complainant and we wish his the best in all his endeavors Sincerely, [redacted] C Airbnb Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Several days later I have not heard from airbnb and I have to refuse this resolution as they have not upheld their commitment in their response, let alone resolved the issue Final Business Response / [redacted] (4000, 11, 2015/06/09) */ A final resolution has been reachedAfter reviewing this case, a refund cannot be granted We have reached out to the complainant privately confirming the final resolution Final Consumer Response / [redacted] (4200, 13, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response simply states that the business accepts no responsibility for the lack of protections for the customers of their serviceThat is not an acceptable response as I've offered a very fair middle ground resolution of the $refund, not the full amount that I paid for the stay at the filthy propertyI would like them to stop digging their heels in with an explanation of "because we said so" and consider the facts of the caseIf the property were in fact what was represented, we would not have left to stay at hotels at significant additional expenseThat they requested pictures is true, but pictures are only one form of proofOur actions and the lack of additional methods for recourse or investigation are grossly negligent of the protections that should be afforded to their paying customers

January 21, 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 January 17, Airbnb sent the following to the guest: “Hello [redacted] , Thanks for reaching out We regret to inform you that we'll be unable to support your account moving forward, and have exercised our discretion under our Terms of Service to disable your account(s)This decision is irreversible and will affect any duplicated or future accounts Please understand that we are not obligated to provide an explanation for the action taken against your accountFurthermore, we are not liable to you in any way with respect to disabling or canceling your accountAirbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed We'll contact you if anything changes in the future, but until then, we won't be able to assist you any further with your account issuesPlease see our Help Center for further information: [redacted] Thanks, [redacted] ” We have issued our final decision for this case and we will disengage from further discussion on this topic Best, [redacted] Airbnb

Revdex.com Inc[redacted] ***Re: Case # [redacted] We have reviewed the facts related to the case number 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]

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 meI am deeply concerned that this business had to have a complaint officially lodged against it before any resolution was forthcoming.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I replied the message alreadyI didn't see anything new Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ August 11th, [redacted] Dispute Resolution Specialist Revdex.com Inc Broadway Suite Oakland, CA XXXXX Re: Case #XXXXXXXX Dear Ms***, 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] ***- [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept because I had to expend now and my vacations was totally frustrated and I have a great injuryAnd, the airbnb has conditions to resolve now this problem because they now exactly was happened with the leaking gas, and than we have to left the apartment without time to choice a new local according my possibilitysThen I need the money to cover my losses materials because the days of my life that I lost will not return Final Business Response / [redacted] (4000, 12, 2015/09/02) */ 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, *** Airbnb Final Consumer Response / [redacted] (3000, 16, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the position of AirbnbNOT TRUE what they are talking aboutTHERE anyone doing follow up with meI had a huge loss which frustrated my vacation, I had extraordinary expenses that were not foreseen and also the conduct of the Airbnb not to resolve the situation put my life and my daughter in danger, due to strong leakage of gas in the property you rent for all the seasonTHERE WAS DAMAGE AND MORAL to be reimbursed and I please want the case to be resolved by the Revdex.comCordially

December 8, 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 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: Air BNB is Still advertising the apartment I stayed in even though its against the building and the city regulations I e mailed Air bnb and gave them the property manager phone number to verify that this building does not authorize daily or weekly rental I do not want another family to have the bad experience that I had Since airbnb advertise this apartment they should verify if its allowed to sublet and at least remove this listing after my compliant As of today the apartment is still advertised on their web site I would like to get a full refund 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

Complaint: [redacted] I am rejecting this response because: the remedy was not appropriate nor a sincere attempt to right the wrong The email I received told me that any refund was a bank matter since I had disputed the charge with my credit card company and because of this they, "are unable to process the additional refund you are requestingThis is now an issue between you and your bank." The amount for the reservation in question has been paid in full to Airbnb There is no open dispute with the credit card company Airbnb is not dealing in good faith, taking responsibility for their property owners' adherence to their own policies nor are they dealing honestly or fairly with me as a consumer They did not even consider in their response that the the original owner/manager's offer ($cash) but instead offered me the opportunity to enjoy a $discount on my NEXT stay at an Airbnb property This is NOT acceptable.Sincerely, [redacted]