After renting an Airbnb in December, I received an email stating that my email address had been changed and to notify customer service if we did not make that change. We emailed them and didn’t receive a return call or message. We contacted them again after attempting to log on to our account (we could not access our own account to shut it down and still cannot to this day). There was no return call or email. About four days later, I received a random call telling me that if I needed additional towels, to please let them know. I then waited for over thirty minutes for a customer service representative over the phone. She confirmed that my account had been changed and that a rental in Brooklyn was active. $867 had been charged to the credit card linked to my account.
I felt great after speaking to her; she assured me that I would receive a call within four hours from the Trust and Safety Department to gather the details for the investigation. She also told me that she “placed a hold” on my account so that no additional charges could be made. Three weeks later after many phone calls, emails, wasted time on hold and additional charges on my credit card, and I have never received one single call or email from the Trust and Security Department. I continued to receive calls about my “stay” and even received a direct email from the Brooklyn host telling me that she gave me a five-star rating. Airbnb did not even notify the host that she had a renter that had stolen all of my information and was using my name and credit card. I received requests in the middle of the night for codes to be entered to change additional information on my account, which I’m assuming was the same person that originally stole my information. Airbnb was notified of all of these events and has never done anything to investigate or help us in this situation. It’s absolutely unbelievable that a company can function in this manner and stay afloat.