Airbnb

As of today, Airbnb has issued the payout of $for reservation [redacted] to the host We regret any inconvenience that this process may have caused We wish the complainant the best in his future endeavorsSincerely, [redacted] Airbnb

Complaint: [redacted] I am rejecting this response because you did not address my complaintSincerely, [redacted]

May 3, 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

November 4, 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 23, Airbnb sent the following to the guest: “Hi ***, Thank you for the reply Reservation [redacted] was canceled by Airbnb on October 7, 2017, due to the chargeback you filed with your bankAt that time, we attempted to refund your payment method in full ($690.34), but have been unable to do so due to the chargeback you filed This reservation was canceled because we are unable to support a reservation that the guest has filed a financial dispute on, as we can not guarantee payment in full I apologize for any inconvenience and recommend you contact your financial institution for further advice Best, [redacted] ” We have issued our final decision for this case and we will disengage from further discussion on this topic Best, [redacted] Airbnb

January 8, 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] 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 14, 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: the guest damaged my property and I’ve been waiting weeksEvery time I try to call and have them cover the cost of my home, they hang up on me (after I waited 1-hours to speak to someone) or they say they will call me back and it NEVER HAPPENED!!Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 12, 2015/12/09) */ December 9th, 2015 [redacted] Dispute Resolution Specialist RevDex.com Inc. 100 Broadway Suite 625 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. The complainant received an explanation of his account on November 3rd, November 4th & November 17th to the email address on file. We are unable to provide any further information to the complainant at this time. For more information, please see: www.airbnb.com/terms. We have issued our final decision in this matter. 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, 14, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is deceitful in that there was no substantively meaningful "explanation" of any kind on explanation November 3rd, November 4th & November 17th as the response suggests. AND NONE OF THESE EMAILS SAYS WHAT I ALLEGEDLY DID WRONG TO VIOLATE THE TERMS OF SERVICE (presumably because I did not violate them). The Nov 3 email simply informed me that airbnb was in receipt of a request for information from a government agency. The Nov 4 email tells me to contact the government agency for more information. And the Nov 17 email informed that my account was being terminated for violation of the terms of service and specifically stating that airbnb maintains that it is "not obligated to provide an explanation as to the action taken against my account." This is not only bizarre but has harmed me. I have the emails and will email them to append to my BBB complaint. I did not violate the terms of service with airbnb and they have harmed me. Final Business Response / [redacted] (4000, 22, 2015/12/22) */ We have issued our final decision. We are unable to assist further as this matter is closed. [redacted] B. Airbnb Final Consumer Response / [redacted] (4200, 24, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business did not propose a resolution nor respond in any substantively meaningful way. Essentially they "blew me off."

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 on April 13th, 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

Complaint: [redacted] I am rejecting this response because: It was insincere, took forever to get a response, and they still never addressed the issue (why the picture wouldn't save)But nonetheless, I have deleted my accountThey are a horrible company and should not be in business, completely unprofessional and careless.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: no one has contacted me about a resolutionNot via email phone or textIf you are having trouble reaching me email me your contact info and I will callSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because the business did not say anything of substance. They merely acknowledged that I made a complaint. If they were, as the response states, sorry that I am unhappy, they can and should have done a lot more. Sincerely, [redacted] ***

June 7, 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

Complaint: [redacted] I am rejecting this response because: Airbnb still has not corrected their accounting structure for cohost payments Airbnb informed me that the cohost [redacted] would only be paid the 15% for reservations made while she is a cohostHowever, they paid her 15% for ALL reservations after she was added as cohost I lost 15% of the income on all reservations made prior to adding [redacted] as a cohost and Airbnb refuses to compensate me Over the phone their representative reassured me multiple times that cohosts are only paid percentage for reservations made while they are a cohost Sincerely, [redacted] ***

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 We have issued our final decision for this user and we will disengage from further discussion on this topic Best, [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 me. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ [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 [redacted] have caused the complainant and we wish her the best in all her endeavors Sincerely, [redacted] C Airbnb Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) They finally refunded the service fee to meThis only happened when I filed this Revdex.com complaint after several attempts trying to work it out with them directlyThank you, Revdex.com!

Complaint: [redacted] I am rejecting this response because: Of the exchange with an AirBnB customer service representativeThe conversation has been attached to this messageThe customer service representative did not address any of my concerns stated in the original complaint and instead tried to placate me (or not, really) at the whim of the host with whom I have my primary disputeI wholeheartedly believe that AirBnB is acting irresponsibly in both the interests of the hosts that list on their website and the guests that rent through them, abusing their status as a listing company to the detriment of bothAs I stated in my last email message: "It reminds me of the variety of peer-to-peer food based startups, many of whom offered services similar to AirBnB (with food instead of rooms, obviously), being shut down due to various violations of 'every unique market's local regulations or codesMaybe the potential for burning to death is less obvious than the potential for poisoning" Sincerely, [redacted]

Revdex.com Inc [redacted] Oakland, CA Re: Case # [redacted] Hi ***, In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address your concerns We appreciate your patience while an agent who is able to assist with your Resolutions Case gets back to you 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 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 2, 2018 Airbnb sent the following to the guest: “Hi [redacted] , [redacted] here at Airbnb, I hope my message finds you well. I am following up with you regarding your BBB case. Thank you for your detailed feedback and we're sorry to hear of your experience. We are unable to proceed with mediation as a chargeback has been filed on the reservation in question. If you would like further customer support from Airbnb, you’ll need to provide documentation showing the chargeback case is closed and cannot be reopened, or that it was ruled in Airbnb’s favor. Please provide an official letter from the card issuer showing the status of the chargeback and the date of the ruling. Best, [redacted] ” Best, [redacted] Airbnb