Airbnb

Initial Business Response / [redacted] (1000, 5, 2015/10/17) */ [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] Airbnb Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received an email from the representive who signed above correspondance, who informed me to call the same phone number I have been callingUsing that phone number I am refused any assistanceI have sent several emails requesting the agent provide a phone number which I can use to speak with her and have been ignoredShe stated she would call me between and 3pm and has never done soFurthur she didnt even bother to see if those times would work for me or if I would be in workEither way she never called me or provided a number to speak with her She did verify that I had a $credit which she is refusing to apply to my account I have to date not been able to speak with her to discuss the entire issue and experienceWhen using airbnb I was given a room where the wood of the door was eaten away exposing the lock so anyone could enter the room amoung other issues I am again requesting a supervisors direct line to speak on the phone with someoneI have asked the present agent since she refused to provide a direct supervisors line to have someone else handle the case and she has not done so I have written times now in response to this Revdex.com complaint directly to the agent who signed the letter above and have not recieved a direct phone call but been told to call the number where I have refused assistance I would like for another agent who is willing to work with me to contact me and provide me with a direct phone number to speak with a supervisor and the $that airbnb verified I had credit, be applied to the previous booking as it should have been orginally provided thank you [redacted] Final Business Response / [redacted] (4000, 15, 2015/11/25) */ We are sorry that we have been unable to come to an amicable resolution We do not have a different number outside of our referenced customer service number to provide to the complainant The complainant has received a full refund As we have previously advised, we have made every effort to resolve this situationUnfortunately, at this time, this matter is closed as we are unable to assist any further Sincerely, [redacted] B Airbnb Final Consumer Response / [redacted] (4200, 17, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Airbnb refused to spaek with me I tried several times to obtain a phone number to call, airbnb refused to give oneI sent Airbnb the times I would be available to speak with however Airbnb did not call at those timesTo date I have not spoken to anyone and have not been allowed to speak with anyone Airbnb refused to make communication possible, they sent me an email stating call the number, THIS IS THE NUMBER WHERE I CANNOT GET HELP, HAVE BEEN UNABLE TO GET HELP AND THE VERY NUMBER WHERE I AM REFUSED ASSITANCEEVENSO I CONTINUED TO TRY AND CALL WITH NO SUCESS I STILL CANNOT ACESS MY ACCOUNTEVERYTIME I CALL THEY REFUSE TO HELP ME AND STATE THEY WILL NOT ALLOW ACESS TO THE ACCOUNT airbnb is missing the pointI need to have acess to my account I requested a different person to speak with as [redacted] the person sending the email refused to discuss the matter [redacted] did not even give me the opportunity to discuss the matterHow is [redacted] closing a matter she never discussed and does not even comprehend what the matter is [redacted] IGNORED THE issue Her reply does not address the outstanding issue that remains which is I cannot acess my account, I CANNOT ACESS MY ACCOUNT AND THE PHONE NUMBER PROVIDED EVENTHOUGH I HAVE TRIED SEVERAL TIMES WILL NOT ASSIT ME IN CLEARING UP THE ISSUE HOW DID AIRBNB AGENT [redacted] CLOSE A CASE BEFORE THEY EVEN SPOKE WITH THE PERSON ? THS ISSUE STILL REMAINS I WOULD STILL LIKE TO ACTUALLY SPEAK WITH SOMEONE SO AIRBNB CAN UNDERSTAND THE ISSUE

Initial Business Response / [redacted] (1000, 5, 2016/02/13) */ February 13th, [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 directly 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] (2000, 7, 2016/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response; however, I decline the company's offer of a gift card, as I would not recommend doing business with them

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 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, 9, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet been contacted from a representative from the company this has been the ongoing issue with themI would like to have this issue permanently resolved quickly as possibleWe are still waiting for the addresses to both of our properties to be removed permanently from the site Final Consumer Response / [redacted] (4200, 13, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not have an account with you I am a property owner of the addresses I provided we do not allow subletting or short rentals on our property as they are violations of our lease policy we are requesting that you remove our addresses from your system as this has caused several problems even leading up to evictionsWe do not want our property listed on your site which are located at [redacted] XXXXX Final Business Response / [redacted] (1000, 17, 2015/09/25) */ September 9th, [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/her the best in all his endeavors Sincerely, [redacted] Airbnb

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 January 30, Airbnb sent the following to the guest: “Dear [redacted] , Since it has not been possible to contact you by phone, I would like to continue the conversation about your case through this medium First of all, I am very sorry for the experience you have had during your reservation with PinkyI understand that elements such as privacy and security are sensitive issues, especially in long-term reservations like the one you have currently active with your host I have been able to confirm that you have had reservations in the past in the same place and, according to your comments, you seem to have enjoyed pleasant stays in your accommodationI feel that this could not be repeated on this occasion However, a series of conditions must take place in order to apply our Guest Reimbursement Policy: 1) Contact Airbnb within hours after the start of the reservation or when the problem is found 2) Not having caused the problem directly or indirectly 3) Have enough documentation to be able to prove the problem found (videos, photographs, etc.) 4) To have carried out all reasonable efforts to try to remedy the situation with the help of the host before making the claim, which includes having informed him about this issue through the messaging system of our platform Here is more information about the Guest Reimbursement Policy: [redacted] Unfortunately, the evidence you have given us does not seem conclusive and, at the same time, [redacted] insists that You did not contact her to try to resolve the incident (there is also no record in the message thread)We can not verify that the remains found in the bathroom were caused by the hostess, since you had used it during your stayIn this way, we can not send you a refund for the reservation that is currently active ( [redacted] - with departure on January 31) On the other hand, your next reservation with [redacted] is scheduled to begin that same day, January 31, for a duration of nights ( [redacted] )Since the duration of the reservation is greater than days, the cancellation policy is for a long stayAll guests can see the cancellation policy of the accommodation they reserve before making the paymentThe system requires an explicit acceptance of said cancellation policy before proceeding with the payment This cancellation policy implies that, in the event of cancellation, the first days will not be reimbursable and any sending of money outside this policy is at the disposal of the hostHere is more information about the long stay cancellation policy: [redacted] In case you finally decide not to continue your stay with Pinky, I suggest you request a refund through the Airbnb Resolutions CenterI am sure that you can reach an agreement that satisfies both partiesYou can get more information about the Resolutions Center here: [redacted] Again, I would like to apologize again for any inconvenience you may have I could suffer during this timeDo not hesitate to respond to this message if you need help with any other question, our Travel department specialists will be happy to help you I hope you have a fantastic day.” We have issued our final decision for this case and we will disengage from further discussion on this topic Best, [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 Feburary 12, We regret any inconvenience that this process may have caused and we wish the complainant the best in them future endeavors [redacted] Airbnb

I understand that on April 27, you called Airbnb for help The agent made notes of your concerns including that you would not verify his payment method on his account and asked if this question is general or beneficial to his payment method.A supervisor will not take a call unless our users are fully verified, which you would not comply by.The customer experience agent explained that its Airbnb policy that we verify the payment method that is on the user's account to be able speak on behalf of the account.Additionally, you were contacted on May 15th to email address [redacted] with the following: "My name is [redacted] and I am a case manager from the Airbnb Customer ServiceI hope this email finds you well.I just wanted to make sure that everything was alright and in case you need our assistance we are here to help with anything.If you have any questions don't hesitate to contact me again." Should you need continued support, our 24/phone lines (currently only available in English) are:US toll free: [redacted] US local: [redacted] Best, ***, Airbnb

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ January 6th, [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

Thanks so much for your patience throughout this processWe appreciate the time you’ve ta [redacted] to share your concerns with our team and are sorry to hear that the complainant is disappointed in our responseHowever, we have issued our final decision for this case and we will disengage from further discussion on this topicBest, *** Airbnb

Revdex.com Inc [redacted] , CA [redacted] Re: Case # [redacted] We have reviewed the facts related to the case number < [redacted] > and with the user towards a 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

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 16, 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] 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 February 19, Airbnb sent the following to the guest: “Hi ***, I hope this message finds you wellMy name is [redacted] and I'm a Supervisor at AirbnbI've been investigating your Revdex.com case # [redacted] At the time of booking, our system creates a Snapshot of the details of each reservationAfter researching, I can see that the listing, "Penthouse Loft Heart of Portland" showed there was a dog on the premises under the house rules, "You must also acknowledge dogs live on this property." There is also a photo of the dog next to the bed.(Photo of 9.) Furthermore, the listing also states that it is a private room within a condominiumI have attached screenshots of these three things for you to consider Having said that, I do recognize that you are a new user to Airbnb, and might not have known where to find this informationI'm happy to refund you the $As there was no fault of the host, this refund comes directly from AirbnbYou will see it reflected in your Paypal account shortly Please let me know if you have any questionsI hope that you can find an Airbnb in the future that better fits your needs! Kind regards, ***” 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, 7, 2015/12/28) */ December 28th, [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 directly with the complainant on December 28th, 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] B Airbnb

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to meSincerely, [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 in our response On April 6, Airbnb sent the following to the guest: “Hello, My name is [redacted] and I am reaching out to you from the leadership team at AirbnbI am contacting you with regards to the Revdex.com claim [redacted] After reviewing the case involving reservation ( [redacted] ) with [redacted] , I have found the previous case managers did not act within our guidelines on finding resolution The review you left for [redacted] should have remained public, and the payout adjustment could not be fully justified I have gone ahead and released a new payout for the requested amount ($USD) and will be re-publishing your review for [redacted] on Monday I want to apologize for how long it has taken to receive resolution on this caseI hope this email finds you well and I wish you nothing but the best Kindly, ***” We have issued our final decision for this case and we will disengage from further discussion on this topic Best, [redacted] Airbnb

On July 19, Airbnb emailed the complaint the following: "We regret to inform you that we'll be unable to support your account moving forward, and have exercised our discretion under our Terms of Service to disable your account(s)This decision is irreversible and will affect any duplicated or future accounts.Please understand that we are not obligated to provide an explanation for the action taken against your accountFurthermore, we are not liable to you in any way with respect to disabling or canceling your accountAirbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed.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 issuesPlease see our Help Center for further information: [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.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 I firmly believw that Airbnb is responsable for the information that appears in their Web site IN the pictures of the House we selected the owner urged to contacte him to the email published to check availability in the dates requestedAnd this is What we didafter that comunication, the "owner" answered some questions, and asked for the transfer Airbnb should check all the information published in their appThey should protector customers Sincerely, [redacted]

October 26, 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

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 8, We regret any inconvenience that this process may have caused and we wish the complainant the best in her future endeavors Sincerely, [redacted] Airbnb

Initial Business Response / [redacted] (1000, 7, 2015/05/05) */ [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] C Airbnb Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/05/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Airbnb refunded the VAT charge they mistakenly charged me approximately one month laterI am disappointed it took so long and a lot of effort to clear up what should have been a pretty simple matter, but I am thankful that the Revdex.com helped me get my money refunded

Complaint: [redacted] I am rejecting this response because: No one reached out to me to resolve this issue! I have been the one to initiate ALL contact to AirBNB and every time I had to sit on hold and wait at least to minutes before I spoke to a representative, then I had to re-explain the situation in it's entirety and they acted as if they had no clue as to what the issue was or no notes were added to my fileTheir customer service line hung up the phone on me times, so I had to call them back and go through the process from the beginning, and they continued to tell me that it was an issue with my bank and not them even after I provided my credit card statement showing the double chargeI even had to get my bank on the line for a conference call so that the bank representative could tell them that this was clearly a problem stemming directly from AirBNBI spoke to an AirBNB customer representative briefly with my bank representative, was put on hold so they could transfer me to someone in their "billing and payments department" and then I was hung up on again! AirBNB has acted as if this entire problem was not of their doing and I still have not received any notification from them referencing the interest charges that are accruing on my credit card from the $4,double chargeThis company's customer service is a joke at best and their ability to handle and fix payment issues, that they themselves have caused, is non-existent! I still don't have the charge refunded!! It's been weeks!!!Sincerely, [redacted]