Airbnb

Hi [redacted] , Thank you for reaching to bring this to our attentionI want to let you know that I’ve made note of everything and steps are being taken to resolve things as quickly as possibleThis is something that may take a month or more to be fully resolvedIn the meantime, this case will still be open and you can always reach me by replying directly to this emailRest assured I will follow up with you as soon as I have an updateThank you for your ongoing patienceBest wishes, [redacted] Airbnb

Dear Ms [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, an Airbnb representative reached out to the complainant on April 11th, and the matter was resolved on April 13th, 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: Due to HIPAA laws, Mayo will not discuss or provide documentationI am shocked Airbnb would ask for such due to HIPAA laws.Sincerely, [redacted]

We are sorry to hear that the complainant is disappointed in our responseWe regret any inconvenience that this process may have caused 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 20, We regret any inconvenience that this process may have caused and we wish the complainant the best in his future endeavors Sincerely, [redacted] Airbnb

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ November 16th, [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, 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] B Airbnb Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) require [redacted] security deposit of $to compensate for damage in the apartment and personal injury (second hand smoking) Final Business Response / [redacted] (4000, 9, 2015/11/25) */ We have followed up with the complainant as of November 25th, We have now issued a final decision in this matter and are unable to provide any further reimbursement 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.) desire $compensationAirbnb are ignoring my house rules - they are not the ones airing the apartment for weeks, they are not the ones who lost a few days of their LIVES due to second hand smoking

Complaint: [redacted] I am rejecting this response because: I voiced concerns many timed and nothing was done in one of the particular cases of a guest.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/07/18) */ [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 herconcerns 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

Revdex.com Inc [redacted] * [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

Initial Business Response / [redacted] (1000, 10, 2015/10/29) */ October 27th, [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, an Airbnb representative followed up with the complainant directly to address her concerns on October 21st, 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, 12, 2015/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Airbnb contacted me with an email stating that they had reviewed the information and they agree with their original dispositionThey acknowledged that we had never received the full claim information and gave me a generic breakdown of the chargesI do not understand how a company can make a decision (in what they report online as a fair an equal dispute resolution process) on something that we never had a chance to dispute since we were never provided with the claim informationThey informed me that we could respond to the emailI responded and they never replied backI wrote them again and asked for a response and again, they did not provide oneOnce we got the email back from airbnb, my husband decided to get our credit card company involved (I was not aware of this)They reviewed the claim and issued back $1,to usThe following day, I got an email from airbnb apologizing for the situation (no mention of the credit card company) and stated that they had re-reviewed the claim and would like to refund us $(note, $less than the refund to our card)They asked me to respond to the email stating that we agreed with the $refund so that they could re-issue the money backThis was the first email that we got from airbnb where they even acknowledged the difficulty of the situationI was originally pleased with the email (even though it was $less than I believe we owe) because I thought at least they are being responsive and trying to resolve this issueThat was until my husband informed that he had been working with the credit card company and we were actually refunded $Airbnb was trying to be manipulative and get us to agree to the $refund so that they would not have risk with losing the additional $The case is still pending and the credit card company is doing an audit of the full $and will make a decision on whether we owe another $(the $airbnb is now requesting that we pay)I have never been so frustrated with a company beforeThey have been completely unresponsive (did not even meet the original Revdex.com response date) and completely unfair in their business processThey never gave us a chance to respond to any charges and continually refuse to engage in any discussion with usDespite us being extremely patient and proactive in trying to address this issueThankfully we have a credit company who fully investigates issues and offers recourse when unauthorized charges are madeWe want the full refund confirmed on our credit card by airbnb Final Business Response / [redacted] (4000, 14, 2015/11/11) */ November 11th, [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 We have issued our final decision in this matter 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 8, 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

Initial Business Response / [redacted] (1000, 6, 2015/09/09) */ September 9th, [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] B Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a request for more timeI does not address the issueI posted pictures of what they state is the refund policyI was well beyond what they askIf someone is booking a house or room, and decided to cancel weeks prior, or in my case days prior the customer should get a full refundI canceled because my host did not reply to me after almost or hoursI wanted to ensure there wold be fans since she didn't have acI knew I had to cancel prior to the days for a refund, and I didI had the reservation for little under hours and days prior to dateThere needs to be a clear explanation stating once you book, there is going to be a loss of what ever fees, what the fees are and that there is no time limit so people don't lose vacation money they have saved for that trip Final Business Response / [redacted] (4000, 10, 2015/09/15) */ 9/15/ [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] Airbnb Final Consumer Response / [redacted] (2000, 12, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a full refundThank you!

I apologize for the delay 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 rejecting this response because AirBnb says they addressed my concerns but they haven't I'm asking for a refund and there has not been a refund nor any communication except them telling me that they will be in touch 'next week with a final decision' However, they have not sent me a refund!: This is from an email I got from AirBnb: "***, Apr 29, 18:18: Greetings ***, Thank you for your folland for providing the additional pictures We will be in touch next week with the final decision I hope you have a lovely weekend Kind regards, [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 April 13th with a refund of $to the VISA used ending in *** We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors Sincerely, [redacted] Airbnb

March 16, 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

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

Airbnb can only refund monies to the payment method that was used initially If your card is no longer in use, you will need to contact the institution in which is holding your money, to reconcile it Thanks for your understanding Best,

Revdex.com Inc [redacted] , CA [redacted] Re: Case # [redacted] We have reviewed the facts related to the case number < [redacted] > In accordance with our privacy policy, an Airbnb representative has been in contact 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] ***[redacted] ***Oakland, CA 94607Re: 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[redacted]