I received about five emails in Chinese yesterday morning from “email@example.com”. I marked them as spam and was about to go on with my day, when I checked my account. Someone in China had hacked my account and made a reservation in China (I’m in North Carolina). After a good amount of time searching for a number to call, I was able to reach Airbnb by phone and tell them the situation. The first person I spoke to yesterday was very polite, and seemed interested in helping: he said that the department that handles fraud would not be in for a little while and they would contact me within 2-3 hours. I never heard from them yesterday, so this morning I responded to their ticket confirmation email this morning (one was automatically sent letting me know the issue was being escalated) and let them know I was still waiting.
A couple of hours after this I received an email letting me know that they hadn’t heard from me and would be closing the case if they didn’t. I called and let them know that I still needed to correct the issue, but the person that I was speaking to was clearly in a training class (for every question I asked, I could hear someone else telling him what to say), so I asked for a supervisor. After twenty minutes of going back and forth (I was at work and had changed my password with a generator and wasn’t able to confirm these numbers, but offered any other personal information he would need), I logged on to my credit card company site and gave him what I assumed he might have.
After another wait, I finally had a supervisor on the phone who was short, rude, spoke over me and was consistently sarcastic, asking “why am I on the phone with you? Why do you think you need to talk to me? Why do you think that this had to come to me?” I continued attempting to tell her the issue, and she continued to speak over me. She flat out refused to help with the fraud that they allowed to happen. After the call with Airbnb – who has still not done anything about the charges they allowed to happen – I called my credit card company, who handled it immediately.
I regret having scheduled another booking with them next April (they have a strict cancellation policy, so I’m basically stuck) and will be letting everyone I know that this is not a company that can be trusted with personal information. I have tried to remove all credit cards from my account, but am unable to remove the default card. The level of disrespect and disregard for their customers is past distasteful.