Airbnb

November 15, Revdex.com Inc [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

I have still not received any contact from AirBnB no email or phone call, please advise [redacted]

On March 15th, Airbnb emailed the user the following: "Hi [redacted] ,We wanted to reach out to you regarding your Airbnb accountAfter a routine review, we regret to inform you that we are no longer able to support your Airbnb account due to violations of our Terms of ServiceYou can find additional information about our Terms of Service here: [redacted] .As a result of this determination, we have permanently deactivated your accountPlease note that any upcoming reservations will be canceled for a full refund and all affected parties will be notifiedAdditionally, further account support will no longer be available.For more information about account deactivations, please visit: [redacted] We hope you understand that this decision is exercised at our sole discretion and that we are not obligated to provide an explanation as to the action taken against your account, nor are we liable to a user in any way with respect to deactivating or canceling his or her account.We apologize for any inconvenience this may have caused.Respectfully, [redacted] We are sorry to hear that the complainant is disappointed in our response We regret any inconvenience that this process may have causedWe wish the complainant the best in his future endeavorsSincerely, [redacted] Airbnb

Complaint: [redacted] I am rejecting this response because: There was literally no responseI talked about credits that show up automatically on the homepage and they were talking about something completely different (coupons that have a specific code)They weren't even listening, I told them that, and they said...nothingJust that they were going to "disengage" from the conversationA conversation, by the way, that they never even really enteredIgnoring a customer's point altogether is not being part of a conversationAwfulSincerely, [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] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Airbnb's response on August only acknowledged receipt of the complaint and in no way addressed the complaint itselfThe timing (right before the day deadline) and the lack of substance of the response would seem to suggest that airbnb could be engaging in a tactic one might use to suggest one has complied with Revdex.com's requirement to respond within days of receiving the complaint when in effect, one has done nothing to actually address the issue I am curious as to what "reviewing" Airbnb is doing that would take days and still cannot be completed given how straightforward the facts around my complaint are I note no one from Airbnb had ever bothered to call me to understand the situation when I first raised my complaint with them directlyIf they care to actually properly investigate the situation now before telling Revdex.com and me that they are "disengaging" from the discussion (as they did back in July), I will be happy to discuss Otherwise, I await a prompt settlement without further delays by Airbnb Thank you Final Business Response / [redacted] (4000, 9, 2015/08/17) */ Dear Ms**, 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 you directly to address your concerns We regret any inconvenience that this process may have caused you and I wish you the best Sincerely, [redacted] Airbnb

November 24, Revdex.com Inc [redacted] , CA [redacted] Re: Case # [redacted] Thank you for providing an email address that is related to an Airbnb accountWe have reviewed the detailed 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] [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 July 14, We regret any inconvenience that this process may have caused and we wish the complainant the best in his future endeavors Sincerely, [redacted] Airbnb

September 21,2017Revdex.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 causedHowever, we have issued our final decision for this case and we will disengage from further discussion on this topicBest, [redacted] AirbnbSeptember 21,2017Revdex.com Inc[redacted] ***Oakland, CA 94607Re: 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 12, Airbnb sent the following to the guest: “Good Day [redacted] :This is [redacted] with the Customer Experience Team at AirbnbThank you for your patience while we reply to your inquiry.As a case manager, I’ve consulted with my team about your experience and requestUpon review, we will uphold our decision as previously outlined, and we now respectfully consider this case closed.I apologize that I was not able to reach the outcome you would have hoped would be reachedBelow is a link to our Airbnb Feedback centerFeel free to provide any feedback you may have thru this option and we will be able to get the feedback implemented[redacted] Your experience and request for a refund for a cancelled reservation have now been taken into careful considerationGiven the information provided by all parties involved, our original decision will be respectfully upheld and this case is now considered closed.Best 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, 2015/12/31) */ December 31st, [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 Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: I HAVE NOT HEARD FROM ANYONE FROM AIRBNB REGARDING THIS COMPLAINT Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have not heard from anyone at this company I am out of the country so my phone number doesn’t work Please contact me through the email platform on the site Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: There is no resolution provided in this message Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because it fails to respond to my previous explanation of why my wife and I feel that failure to return our deposit is unfair and unreasonable under the circumstances The host in this case, Mr [redacted] ***, fully aware that we were a party of five travelling with a dog, rejected our request for a reservation on the ground that he did not want the dog on his property Only after Airbnb advised him that such a rejection would be treated as a cancellation by him (because his listing showed the property as pet friendly) did he note that the original request had erroneously indicated that the group was a party of one (seeking to rent his four bedroom home -- a patently ridiculous offer inconsistent with the understanding of all parties -- apparently due to a default entered by the Airbnb software and not noticed by me, as I had at all time searched their site for accommodations for five) Although we had previously received a corrected confirmation indicating that we were a party of five, and although Mr [redacted] had previously indicated in writing his understanding of this fact, he then "accepted" the reservation request (which he had previously rejected) with a specific threat to call the police and have us removed from the property if more than one person showed up To our horror, Airbnb supported his claim that, since we were unable to accept this proposed arrangement, we had cancelled a contract (we hold that no contract was ever formed, because there was no meeting of the minds), and more than $1,of our deposit was therefore forfeit We think the facts speak for themselves and continue to be appalled at Airbnb's failure to see that their host is attempting to game their system to defraud us.Sincerely, [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 Thank you for your replyI do understand your concernWe are asking you to compete your account verification to make sure only you have the access to your account.Our ID verification process is used strictly for security purposes, and the information you provide won’t be shared with any parties outside of Airbnb.Read more about how we store and process any personal information you give us in our Privacy Policy: [redacted] 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

Complaint: [redacted] I am rejecting this response because: There was not a refund issued and the chargeback has been disputed Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:They didn’t honor the agreement and mid-represented the facts associated with documents forwarded to themThey asked for receipts, they were forwarded, and they mis-read the data forwarded They need to pay for the receipts they requested to bring this matter to a satisfactory conclusion.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Airbnb has provided no meaningful response to the points raised, has shown no sense of accountability for their actions, and has provided extremely poor service overallThe lack of their engagement on customer concerns from start to finish ( they are dismissed ) is deeply disappointing I can see from yelp Airbnb is rated one star and anticipate the problem I am encountering here is not atypical I hope that for the long term health of your business that accountability and a sense of responsibility for service provided can be revisited Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 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 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, 10, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Airbnb Customer Service reopened my dispute and ultimately refunded nearly all of the charges (although not the cleaning fee, which is the irony icing on the cake)The change of heart was supposedly due to the fact that this was my first time booking with AirbnbI still have many reservations about the Airbnb model and the reliability of its ratings system, which more so than other crowd-sourced opinions, seems particularly open to fraud and tamperinga charge they do not deny, nor do they attempt to remedyI remain unable to leave a review of the listing, but will take my refund as a satisfactory resolution and probably never use Airbnb again, and thus never use the coupon that they initially gave me instead of a refund

Regrettably, we are unable to locate a profile or reservation with the information provided within the complaint In order to proceed with our review, please provide the reservation code associated with this issue Sincerely, [redacted] Airbnb

As of today, the guest has been issued a full refund for reservation [redacted] We are sorry to hear that the complainant is disappointed in our responses We regret any inconvenience that this process may have caused We wish the complainant the best in her future endeavors Sincerely, [redacted] Airbnb