I decided to use Airbnb for the first time recently, in order to book a villa in Spain for my family. Having never used Airbnb before, I contacted the host, put in my bank details and ‘requested to book’. The host wanted to speak on the phone, so I gave them my number. We spoke on WhatsApp, albeit in Spanish, with myself consulting translators. I was then sent a series of official looking emails, from what I assumed was Airbnb (the links even took me to the brand’s social media accounts). I was instructed to make a payment into a bank account in Valencia. Again, to a first time customer, without fraud even entering my mind, I made the payment. Weeks later, the day before we were due to fly, I couldn’t contact the ‘host’ and their profile had been removed from the site. After a few panicky phone calls to Airbnb customer service, it became apparent that I had been scammed. We were due to fly in less than 12 hours, and Airbnb cheerfully shirked all responsibility in this matter, even asking politely if there was ‘anything else they could help with?’ Weeks later, I have been emailing them and calling them with barely any response. They seem to be impossible to contact, and they are getting away with assisting fraudsters on their platform.