Airbnb

January 23, 2018 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 September 9, 2017 Airbnb... sent the following to the guest: “Hi [redacted] , Thank you for your reply. As of 8/19/17, we have charged and transferred to your host $500 USD of the security deposit originally authorized with this reservation. The total value of the damages was $904. We've reviewed your account and determined that you have violated Airbnb's Terms of Service. As a result, we've decided it's in the best interest of our community to deactivate your account. 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 issues. Sincerely, ***” 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, 8, 2015/08/10) */ [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 Regrettably, a final resolution has been reached at this time and no further payment is possible We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors Sincerely, [redacted] C Airbnb

Initial Business Response / [redacted] (1000, 7, 2015/07/30) */ A coupon for $was sent to the complainant on June 16thIt was also requested for the complainant to add a payout method to their account in order to process a reimbursement

I am sorry they don't see their policies are flawed and effect customer experiences on so many levels Had they rectified this by paying the difference in my expenses I may have considered using them again, but now this will only encourage me to tell potential customers to chose other options as they have no consumer protections I am meeting with one, to be more, of my state representatives in WA this Friday 6/9/to discuss changes laws in WA around Airbnb as they are not required as hotels are to guarantee rates or provide restitution for customer losses I feel this is wrong in principle and value and therefore will no longer use Airbnb as they feel justified in doing wrong Sincerely, [redacted] Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 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 him the best in all his endeavors Sincerely, [redacted] C Airbnb Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms***, Revdex.com(Revdex.com), Ms [redacted] C, & Airbnb: I hope to resolve the following matters with Airbnb amicablyHowever, Ms [redacted] C & Airbnb's response is currently unsatisfactory for many reasons: When Airbnb deactivated my Airbnb account on Oct9, 2015, Airbnb Quality Team wrote, "moving forward, we will no longer be able to assist you further with your account issue." True to their words, Airbnb cut off communication and their airbnb email system with me, thereby causing my May & June 16, emails to airbnb regarding unresolved airbnb matters to return undeliverable Airbnb has not even replied once to my similarly dated messages sent via airbnb messaging regarding my unresolved airbnb matters ( [redacted] 's $cancellation fee, other ones ($airbnb guests rental taxes owed by Airbnb to me as per Airbnb terms; Airbnb errors with posting my reviews and responses to guests' reviews) Rental taxes do not go to me, but are sent to the city of [redacted] and the state of PennsylvaniaThey help pay for services that Airbnb guests use or may use (e.gstreet paving for vehicles and tour buses, firefighters, information hotline, police, health clinics, etc.) and help make their stays safe, comfortable, and enjoyable If [redacted] and Pennsylvania does not get this important tax money, they can apply for federal money which can come from other cities' and states' taxpayers Since Airbnb's May 31, reply to my May 18, Revdex.com's written concern, Airbnb has not even contacted me once via my email or phone number readily and easily available in my Airbnb accountToday, June 17, 2015, is Revdex.com deadline for my reply to Airbnb's reply In contrast to what Ms [redacted] C wrote, Airbnb's privacy policy last updated April 7, permits Airbnb to address [redacted] 's cancellation fee (and other matters) via the Revdex.com(Revdex.com), if Airbnb chooses to: (https://www.airbnb.com/terms/privacy_policy) HOW AIRBNB USES AND PROCESSES THE INFORMATION THAT YOU PROVIDE OR MAKE AVAILABLE "We use and process Information about you for the following general purposes: to comply with our legal obligations, resolve any disputes that we may have with any of our users, and enforce our agreements with third parties WHEN AIRBNB DISCLOSES OR SHARES PERSONAL INFORMATION, AND TO WHOM You acknowledge, consent and agree that Airbnb may access, preserve and disclose your account information and Collective Content if required to do so by law or in a good faith belief that such access, preservation or disclosure is reasonably necessary to (a) respond to claims asserted against Airbnb; (b) to comply with legal process (for example, subpoenas and warrants); (c) to enforce and administer our agreements with users, such as the Terms of Service, (http://www.airbnb.com/terms) and the Host Guarantee Terms and Conditions (http://www.airbnb.com/terms/host_guarantee); When [redacted] and Airbnb cancelled [redacted] 's reservation and wrongly blamed me for it, I contacted Airbnb via their urgent phone number and email several times, but could only reach live Airbnb representatives who did not have Airbnb authorization to pay me the cancellation fee, remove my host penalties, and correct the mistakeThey stated they were referring my case to higher upsOne Airbnb case manager eventually did call me, but we talked only briefly and it was not enough time to address the matter When cancelling [redacted] 's reservation and incorrectly blaming me for it, Airbnb case manager [redacted] even left an accompanying phone message saying I should not be hosting, while incorrectly calling me Earl in her email I could call Airbnb's urgent phone line again, but it could go around in similar circles without any real progress again With Airbnb case manager [redacted] as a willing accomplice, [redacted] was discourteous and nongenuine by requesting a 3pm chetime several times, and then not showing up, while contacting Airbnb to cancel and rebook at another nearby [redacted] , Pennsylvania Airbnb rental ( [redacted] 's)(https://www.airbnb.com/rooms/XXXXXX) around the time of her reservation's start without informing meI would have been glad to give [redacted] a residence tour in advance of her reservation and address any of her reservation concerns [redacted] had many weeks to request a tour, but did not do soShe even declined my tour offer If Ms [redacted] C and Airbnb are really serious about resolving this matter directly and satisfactorily, they could have given me a working Airbnb email and contact phone number to an Airbnb representative who can authorize payments to Airbnb hostsThey have not done soFeel free to send them to me From other Airbnb Revdex.com(Revdex.com) writings, I am not the only Airbnb host that Airbnb tried to wrongly blame Airbnb is an active short-term and long-term rental co-operator with executive decision making power, despite their contrary claims in the media and their termsAccording to their terms, Airbnb is allowed to cancel good reservations considered perfectly fine by Airbnb hosts and guests, even without advance notice and without cause Airbnb did so with me, cancelling other already finalized reservations (>$10,000) only ~2-hours from the start of a large group reservation which Airbnb allowed me and my guests to keep via AirbnbMore importantly, Airbnb caused unnecessary problems, inconvenience, and wasted time and effort for me and my guestsAirbnb made some "upset", "freaking out", and "uncomfortable" now with booking through AirbnbAirbnb cancelled a wedding party accommodations only days away from their wedding (Also, high hotel rates or sellout season)Fortunately, the wedding couple had toured the residence months prior and the wedding party decided to book it directly without Airbnb, saving them alot in Airbnb feesI also helped them save more Overall, these reservation resulted in: ~(Rebooked at another Airbnb listing 1-city blocks farther away from intended work or vacation site(s); ~Positive(+) Airbnb experience overall for guests) ~(Rebooked at another Airbnb listing with no wifi and another problem; ~Mixed(+/-) Airbnb experience for guests) ~(Rebooked at nonAirbnb rentals or appeared to do so; booked directly with me without AIrbnb; honeymoon couple wanted to stay at the residence, but stayed at a hotel instead due to communication (e.gcut off airbnb) difficulties; group was rereserved at another Airbnb place, which was cancelled days prior to their reservation's start; group booked at a hotel immediately at a much higher rental rate due to stated urgency; ~Negative (-) Airbnb experience for guests) ~(Did not appear to rebook at another Airbnb listing; Unknown (?) Airbnb experience for guests) Because Airbnb is an active rental co-operator with executive decision making power, Airbnb is obligated by various United States state and city laws to collect relevant rental taxesAlso, Airbnb states in their terms that they will collect these taxes as wellCurrently, Airbnb should send me $in past rental taxes I hope to resolve these matters amicably with AirbnbIf Airbnb sends me the name of an Airbnb representative with payment authorization and his or her working phone number and email, we can move forward Thank you for your time and assistance Sincerely, [redacted] Final Business Response / [redacted] (4000, 14, 2015/08/10) */ We have reviewed the facts related to the case However, in accordance with our privacy policy, any communication related to the issues on this complaint were handled by the customer experience team on the platform We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors Sincerely, [redacted] C Airbnb

July 6, Revdex.com Inc [redacted] Oakland, 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 I'm not satisfied with the outcome as I have submitted sufficient proof and my claims was still deniedSincerely, [redacted]

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and am relieved to have finally gotten a refund for a reservation that Airbnb cancelled and refused to refund until you got involved. I will reluctantly drop my complaint because I got my money but I am still perplexed why Airbnb would ignore my requests and refuse to pay me until an outside party intervened. The refund came 2 months after they cancelled the reservation and I never received an explanation why they wouldn't pay me, why they ignored my emails or why they left me without a play to stay one month before my trip. There was no apology for their terrible treatment. It is quite shocking. [redacted] ***

On July 7, and April 20, Airbnb has responded, stating: "I hope this message finds you wellMy name is [redacted] and I'm a Supervisor at AirbnbI am contacting you about your Revdex.com case # [redacted] I originally contacted you via email on April to schedule a time to call youIf you would still like to speak on the phone, let me know when a good time to call would beI am available until 6pm PST/9pm EST today and from 11am PST/2pm EST - 6pm PST/9pm EST tomorrowI will be available next week from Tuesday - Friday.As for the review, the answer remains the sameWe cannot remove it since it does not violate our guidelinesI understand this is frustrating because your guest broke house rules, but Airbnb as a third party platform is not able to enforce house rules not written into our Terms of Service or our Standards and Expectations policies.The $credit in your account has now been retroactively applied to reservation [redacted] in Hicksville, NY and your Paypal account has been refundedYou should get the funds back in the next few hours.Please let me know when a good time to call is, if you would still like to speak." There has been no response both attempts and we consider this case closed 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: The owner of our maintenance company witnessed the renter damage our property This evidence was not taken into consideration although I submitted a letter from my maintence company as advised by an Airbnb Case ManagerThe window had wear and tearHowever, there were NOT holes in our window prior to this woman purposefully making them! She saw pieces breaking off of the window, yet continued until she made a hole! This required immediate repair! We have a damage deposit of $The cost to repair the damage is less than this, yet Airbnb will not make this renter pay for the damage she created.l via the damage depositWe are disappointed by Airbnb's unethical decision and no longer feel excited to be hosting renters from Airbnb as they allowed this woman to purposefully damage our property and not pay for it during her stay Sincerely, [redacted]

As perviously mentioned, 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]

September 1, 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, 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

Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ November 5th, [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 followed up with the complainant directly on November 5th to the email address we have on file 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, 8, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't understand this response; it appears only to be an acknowledgment of correspondence with me on November 5thI don't see how this forwards the case in any wayUnless I am misreading it, it also doesn't appear to indicate any position on the proposed resolutionI'm no accepting the response because according to the Revdex.com website, this entails accepting that the case is closed and this response hasn't progressed it at all from where it stood Final Business Response / [redacted] (4000, 10, 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 made contact with the complainant of as November 5th and November 6th to the email address we have on file For more information on security deposits and Resolution Cases, please see: - https://www.airbnb.com/help/article/ - https://www.airbnb.com/help/article/ - https://www.airbnb.com/help/article/ At this time, we have issued our final decision 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] (4200, 12, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This appears to be the same response I rejected already

December 29, 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

April 27, 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, 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

April 28, 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

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 March 29, We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors [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 I hope to hear from the company about the given issue ASAP.Sincerely, [redacted] ***

One of the guests who booked my apartment through Airbnb filled the toilet with sanitary towels and completely blocked it upThe building management sent a plumber around to fix itThey then charged me for their time and for the cost of the plumberI provided all of the details and receipts and incident report from the management company within the time frame determined by Airbnb and they still refused to cover the costs under their host protection guaranteeAirbnb were anything but supportive in this caseRather than be helpful and try to get this issue resolved they added ever more ridiculous demands in order to squirm out of paying for the repair costsFirst they wanted a photo of the sign in the toilet which tells guests not to flush sanitary productsI had to get the management company to go and photograph this - at my expense since I was not in the countryThen they wanted an incident reportThe management company did thatBut Airbnb insisted that they got an incident report from the plumber who was hired by the building management companyI don't deal with the plumber - I deal with the management companyThey are the ones who went round to the property and tried to fix the toilet and then ultimately had to hire the plumber, they are the ones who dealt with the incident, they are the ones who have invoiced me and ultimately they are the ones who I have to payTo have this much trouble arise from renting a place on Airbnb is bad enough alreadyBut Airbnb Trust & Safety are completely crookedThey will do anything in their power not to pay a dime for any damage done by guestsTheir only job seems to be protecting Airbnb from doing what Airbnb promise hosts they will do, IE: cover any damage done by guests I would like Airbnb to cover the costs of the repair to the toilet that arose from misuse by a Airbnb guest as per their host guarantee

June 20, Revdex.com Inc [redacted] Oakland, 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