Airbnb is Losing their Business to Scammers

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My family had an upcoming trip to London. I booked a place from a verified host, who had 25 positive reviews for his property. Less than a week before our arrival, my host sent me a message that the apartment I booked was no longer available. He suggested I stay in another apartment of his. According to the calendar, the apartment would not be available for part of our stay. The host is not answering my messages or phone calls. I’ve been calling Airbnb for three days straight. Each time they assure me that my case has “high priority” and their trip team will be in touch with me shortly. Nobody ever called me back. Today I’ve been told that they are busy helping people, who are right now standing on the street without a place to sleep; that’s why I should wait. I probably should, until my family is on the streets of London without accommodations. The customer service representative suggested I look for a new place and tried to contact my host, but he could issue a refund only after 24 hours. I asked him to help me find a reliable host with a real property, because at least 60% of Airbnb listings in London are fakes used for scams; he assured me that Airbnb is vetting all its listings. I used to love Airbnb, but it seems they are losing the game to scammers. Airbnb definitely needs a stronger security team and they need to handle situations like mine before people are on the street with no place to stay, not postpone until the last 24 hours.

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