Airbnb

The business and I have actually already reached an amicable solution to address this issue as of todayYou can now close this claim of mineThank you a lot!

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 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] 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]

Complaint: [redacted] I am rejecting this response because: Hello ***, Thank you for your messageAre you able to address my questions from my initial email? Please let me know if you need me to resend and if you need any prior attachments includedThanksSincerely,**

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 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 Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Airbnb has yet to call me regarding our complaintThere inability to respond is what led me to the Revdex.com in the first placeI am unwilling to accept this response until I hear from them Final Consumer Response / [redacted] (3000, 15, 2015/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a flat out lie on behalf of AirbnbAirbnb has not contacted us ever: not when we originally made the complaint, not when we made numerous attempts to contact them, and not when we filed a complaint with the Revdex.comWe urge the Revdex.com not to close this case as it is by no means resolvedAirbnb please step up and talk to us about the issue we had with your service Final Business Response / [redacted] (4000, 17, 2015/06/15) */ On May 1, a member of our Trust and Safety team wrote to the complainant: "Thanks for getting in touchAs extra guests are not a physical damage, we cannot charge your guest's security deposit without their approval We do understand that this may have been a difficult and frustrating processWhenever a situation like this arises, we advocate for an amicable solutionAs a third-party not present during the reservation, we also cannot charge the guest's deposit for non-physical damages without their consentThe reasoning behind this decision is that we do not have sufficient supporting documentation in the form of photos and invoices justifying the amount claimed Please know that we are truly sorry for any negative experience that has occurred in relation to this reservation, however our decision is final and cannot be overturnedYou are welcome to request reimbursement from your guest, however, please know that this will not involve our mediation." Regrettably the decision on this case is final and a refund is not possible at this time

Complaint: [redacted] I am rejecting this response because: I [redacted] regarding the interest that was charged because of their errant fraudulent charge to my credit card.Sincerely, [redacted]

Airbnb replied to this user on Feb to her account email address < [redacted] > with the following: "Hi [redacted] ,Yes, we have removed the host cancelation reviews that you received from your pageWe have also revised the fee that was corrected to these cancelations." 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

Complaint: [redacted] I am rejecting this response because: We were not contacted by AirBNB directly regarding this complaint Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/07/06) */ As a one time concession we have refunded the service fee to the complainant We also thank him for his feedback and input and wish him the best in all his endeavours Kindly, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) My account/email is still gone/invalid, which was the main point of my complaint Final Business Response / [redacted] (4000, 18, 2015/08/18) */ We appreciate the complainant's feedback and follow upHowever, a final decision has been made on this caseDue to our privacy policy, communication regarding this issue was managed by our Customer Experience team on out platform Final Consumer Response / [redacted] (4200, 20, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) My account is still not restored and my email is still invalid on their site!! [redacted] @gmail.com This is the same grammatically incorrect response they sent last time when they took no actionIt's ridiculous I would have to make a brand new account with a new email and void all of the previous positive reviews I had to my account because of a technical error on their sideLet alone, no explanation for this other than a generic, poorly written response

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, 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, [redacted] Dispute Resolution Specialist 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, an Airbnb representative is following up with the complainant directly to address concerns We regret any inconvenience that this process may have caused the complainant and we wish the best in all 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 meHowever would like to recommend that notes from each phone call be reviewed to use this as a teachable moment for the customer service representatives that were extremely unhelpful Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/08/09) */ A full refund was granted to the complainant We apologize for any inconvenience this may have caused and wish her the best in all her endeavours Kindly, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptableThe terms of service on the website still do not explain that, if PayPal is used as the payment method, ALL funds will be deducted from your account even if the host denies your request and/or you cancel the requestThis incredible error of withdrawing $from my bank account caused me to miss several days of work, and be without any money for several day (in total)Merely returning the money to my account does not remotely compensate me for this enormous mistake, nor is AirBnb taking any steps to protect future customers from this unethical business practiceTo add insult to very real financial injury, the customer service team at AirBnb was rude, inconsistent, and unresponsive

Complaint: [redacted] I am rejecting this response because: Air bnb is forcing me to take the dollarsI dont agree with this and if I can't receive my full refund then I want the amount the web site said I was in title to get which was Thank youSincerely, [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 5, We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors Sincerely, [redacted] Airbnb

Complaint: [redacted] I am rejecting this response because: Regarding your request that I let you know within calendar days my position on the matter of Airbnb’s response to my complaint filed against them, I would like to keep the complaint open until I have hear from Airbnb and come to a successful resolution To date, I have not been contacted by any Airbnb representative, as they indicated in their response to youI have emailed Airbnb again (see attached), but still have not received a response Please advise me regarding the next steps I need to take in order to keep my complaint filed with you open Thank you for your assistance Sincerely, [redacted] ***

Thanks for reaching out I can confirm that your account has been deleted and is no longer on the Airbnb platform Be well, ***, Airbnb

February 2, 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 January 28, We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors [redacted] Airbnb

Initial Business Response / [redacted] (1000, 7, 2015/10/15) */ October 15th, [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 with the complainant directly 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] Airbnb Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

September 13, Revdex.com Inc [redacted] Oakland, CA 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