Airbnb

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: same copy paste reply Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: you have not explained what I did to violate any terms I've never even used the services 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 4, 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: Airbnb had the habit of not responding in a timely fashion, andthe customer service experience is horrible to say the least I will close the complaint when they bring resolution to my issueSincerely, [redacted]

April 21, 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: please check documentation I did provide pictures And I think documentation I provided is enough to fix this problem And also the reviews hold the airbnb accountable as they need to deactivate the listings found to be troublesome with bugs I called community and got info that apartment was still being sprayed over I have talked to community office and they said it gets sprayed every week very dangerous for asthma patient like my mother hope airbnb understands the impact on my mothers health Sincerely, [redacted]

An Airbnb supervisor reached out to the complainant on May 6th, to address his concernsWe have issued our final decision at this time 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 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 caused Best, [redacted] Airbnb

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12057261, and find that this response is the only one I will getOnly satisfaction has already taken place by myself by canceling my account a few days ago since I saw another breach from CaliforniaHmm, any coincidence? Security, safety and business practices are still in question with this company This alone should be a greater concernI will continue to have my credit monitored and stay vigilant with the data that was illegally accessedI wish YOU the best in your "future endevours" as I imagine they will be lacking that same security as they do todaySincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I still have not received the refund for the service I paid for but did not use and was forced to cancelI am requesting a full refundI do not find a $credit (which is less than half of the refund I am entitled to) satisfactory because the company is not one that I will ever use again A credit to use their service again, or anything other than a FULL refund is not satisfactory for a reservation that was purchased but never used because I was forced to cancel by the host and the case manager Sincerely, [redacted] ***

Complaint: [redacted] To whom it may concern, We are rejecting this response based on, The facts With all due respect, by now it should be unmistakably clear to anyone looking at this case that based on the message exchanges on the Airbnb platform and the Guest's "review" THAT HIS REASONS FOR CANCELLING HAD NOTHING TO DO WITH HIS ABILITY TO ACCESS OUR UNIT PERIOD In spite of the reasons provided none of the explanations or reasons given had anything to do with our service or our units(Please note the Guest's open recognition that he was not certain if he even attempted to enter the right unit!) Allowing canceling Guests that never visit the booked premises to review their Hosts There is a glaring issue with Airbnb's new policy that allows cancelling Guests that never visit the booked premises to review their HostsIT IS A HIGHLY OBVIOUS ISSUE ON THE AIRBNB PLATFORM AND IT MUST BE FIXED Once again, by now it should be unmistakably clear to anyone looking at this case that based on the message exchanges that THE GUEST DID NOT ACCESS THE UNIT HE BOOKED Therefore, any kind of opinion provided on the cleanliness and value (or any of the other parameters concerning our unit) is false Up to this point, Airbnb is allowing Guests with no physical experience with the units to leave public "star ratings" on parameters they had no experience with and even in cases like these where the Guest openly recognized to us over the phone that he realized that the unit's location was not convenient for him and that was his reason for cancelling These policies damage the online marketplace trust and discourages further investment opportunities This case is crystal clear and Airbnb has attempted multiple times to dismiss the issue, to make us responsible for what happened (charging us the full amount of the reservation cost), and has let the Guest issue comments and star ratings on our public profile However, sadly, this is not a one-off issueWe are members of an online group with over 4,Airbnb Hosts around the world and there is a generalized outrage over the way Airbnb has been handling issues like these There are many wonderful Hosts around the world who have experienced similar defamatory comments by Guests on their public profiles and that have lost their "Superhost" status over these kinds of issues with severe financial implications We encourage government and unbiased agencies (like the Revdex.com) to look into these matters as it severely damages the trust of online transactions and it discourages investment opportunities in this sectorNest Away Vacation Homes has also reported this matter to the Federal Trace Commission (ID [redacted] ) and is open to provide further documentation to prove the comments provided Sincerely, Nest-Away Vacation Homes

Complaint: [redacted] I am rejecting this response because: it doesn't address anything I requested.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Airbnb has failed to address the issue, simply due to timingThe reality is: 1) The host told me by phone that she would give me a partial refund for the issues I was experiencing and said she would work this out via AirbnbImmediately upon it becoming clear that she wasn't going to 2) I then immediately disputed it with my credit card company, AmexThis was first filed in July, within weeks of my stayAt that time, Airbnb, as the merchant, would have received the details of my issue / claimHowever Airbnb claims that they never even knew about my issue until Revdex.com contacted them, which is simply not possible, as any credit card company immediately contacts the merchant when a dispute is filed, and Amex did just that, providing Airbnb with the detailed affidavit/statement I made which highlights all the issues 3) Airbnb is [wrongfully] claiming that they only heard of my issue a couple months after my stay, and, as such, they refuse to do the right thing and offer me a refund (even though, as you can see in the attached email exchange, they acknowledge the issue and note that they would normally be happy to refund me for what is a very valid issue - ie the fraud they facilitated via their site) 4) It also seems (as you can see in the attached email communication) that Airbnb is seeking to punish me for exercising my right to, and trying to protect myself by, filing a credit card dispute - this is completely irrelevant to the merits of my case and Airbnb's decision to issue a refund or not, as the credit card dispute can be closed by me at any time that Airbnb agrees to do the right thing and issue at least the partial refund I am seeking in my original complaint It is extremely disappointing that Airbnb thinks they can hide behind their size and web-based platform, only communicating by email to essentially stonewall and frustrate customers like me from getting what is rightfully owed to me: a refund owed to me for the complete misrepresentation/fraud that they facilitated through their site Sincerely,***

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 23, We regret any inconvenience that this process may have caused and we wish the complainant the best in her future 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 Renea Airbnb

December 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, 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:This is really bad I will make sure this does not happen againSincerely, [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.) How much longer will this take? This has taken too longWe arrived at the location on time and followed all the indications provided by the hostThe host was not present when we arrived, did not provide the keys to the room, and also did not have the room readyThis is not acceptable for any business Final Business Response / [redacted] (4000, 9, 2015/08/14) */ August 13, [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 XXXXXXX 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, 11, 2015/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

October 23, 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