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Tag Archives: airbnb account

Airbnb May Need to Rethink their Security Questions

Posted on June 18, 2018

Sometimes you hit gold on Airbnb. The posting I saw had few photos, few reviews and was out of the way, but I took the chance. And then, there it was. A little house set back in a coconut grove facing a cape of crystalline coves and white boulders where wild peacocks sunned. The house was owned by a fisherman and his family. After an injury, he had no income so he would wave down backpackers on the highway. One kind guest signed him up on Airbnb and he now had a way to finance his children’s future.

We didn’t have much of a shared language so I thought I’d heard wrong when he asked me for cash. He said that the money wasn’t appearing in his account. At that point, I considered leaving, but then a cool breeze off the ocean told me to stay. Put simply, the kind guest had registered an account for him but not with a bank. I asked for the wifi so we could figure it out and he took me to a wall. “No, I need wifi, not a wall.” He was offering me the signal coming from the back of the neighboring villa.

“Honestly. Let’s try something else,” which we did, only to end up squatting on the hot concrete outside the front wall. Apparently, the villa owner was not going to invite us in for iced tea. His sympathetic wife brought a glass of water, though what I really wanted was an umbrella for shade. It was hot and we were there for a full two hours. There were passwords and verifications and security questions and bank codes.

This dutiful ex-fisherman had kept records on everything, but without a laptop and only a not-so-smart phone, he would have been stuck. It was a test of patience, not because of our communication but because of the infuriating Airbnb interface. I scanned the security questions hoping to find something that didn’t reek of digital snobbery: “What was your favorite class in college? What was the first foreign country you visited?”

These questions were fine for the landlord of eight condos. Not fine for the average farmer or fisherman. We settled for, “How old was your father when you were born?” He noted the invented number and I prayed that he’d never need it. We held our breath on the last clicks and wrapped it up. “So, I’ll get my money in the bank?” I really do hope so. It was late afternoon, but there was still time to sit on the rocks, breathe in the breeze and later feast on a sumptuous dinner.

The next morning, wild eels came to the shallows to be fed and I was told porcupines had marched across the property at night. It was a perfect stay, even though the toilet and shower were outside in a concrete shell left standing after a tsunami. It will be the perfect memory, far better than any rent-raising, gentrifying, tourist hating space of good value and location. If Airbnb wants us to “live like locals” then they should honor the hosts that we move in on. Much of the world’s most gracious hosts do not vacation overseas and do not have favorite courses in college.

Someone in China Hacked my Account and Booked House

Posted on February 17, 2017
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I can’t seem to find a story similar to mine in which the fraudster booked a house in China with my account, but seems to have uploaded their own method of payment – I hope – instead of using the two credit cards of mine that were stored on file. I woke up around 4:00 AM EST on Sunday morning, February 12th, 2017 and decided to check my email. I don’t usually check my email at this time so I’m not sure what prompted me to. However, I’m glad I did. What I saw when I logged in to my email account was about 95-100 spam emails, which were very unusual in the sense that they were not typical spam with a selling point or a strange message and attachment, but were all from different email addresses, sent to me with my very own email address in the subject header. In the subject was a short statement in a foreign language “发自网易邮箱大师”. I used a translation app and it said “From my Netease Mobile E-Mail Service”; basically it’s that provider’s version of “Sent from iPhone”, right? Strange.

Under all those emails were two emails from Airbnb in that same language (I’m guessing Chinese at this point). I don’t read Chinese, so I logged onto my Airbnb account and saw that a house had been booked in China for the amount of 9518 HKD plus a 40 HKD cleaning fee. This is over 1000 USD. I immediately canceled the reservation but noticed it was the type that allows you to pay immediately with no refund. I received a refund for the cleaning fee only. Then, I went to payment method and (stupidly, you will see why later) canceled all of the cards that were on file, not realizing at the time that the one that was used for the booking was not my card; as far as I know, I do not have a card in the ending in the same four digits. I was in a panic.

I then searched the website for a contact method, eventually reaching the contact form. I wrote a short message detailing what had occurred, explained that I deleted the credit cards by accident, and asked them to please look into it: the 100 spam emails, etc. I used Google and realized there were hundreds of fraud stories about Airbnb and through one blog went to the login page. There, I found that someone in China had logged into my account twice. The two logins had different IP addresses; I’m not sure if that matters. I called Airbnb around 12:00 PM Sunday, finding a customer service number through Google. It took about 18 minutes for someone to answer. The woman who answered was not very helpful, but very apologetic. She said she saw that I had submitted a message that morning, that the fraud team was working on it, and that I had to wait. I asked her if she had ever encountered an instance of a listing being booked with an entirely separate credit card. “No,” she giggled. “That’s new to me.” Fine.

Well, yesterday on February 15, I received a message from “Becky.” I have attached the email. As you can see, she makes no mention of the house being booked, of the fact that it actually went through, that it’s non-refundable, whose credit card it is, the spam emails, etc. Nothing. I wrote back:

Hi Becky,

Thank you for your email. However, this does nothing to address my question and concern about someone having booked a house in China with a credit card that is not mine. Is Airbnb looking into this?

This morning I received a reply:

I reviewed your account and noticed that you have cancelled the reservation. As you told us that the reservation was not made by you I have forwarded your case to the concern department for a refund. Please note that you will get the refund within a few working days. You also mention that the credit card in your account is not yours. Just to inform you that I have already removed the credit card from your account.

I already removed the credit card on my own. Is this a robot I am corresponding with? And yes, I cancelled the reservation. You noticed it, but I also wrote that in my original message. Is Airbnb’s customer service even alive? Now I’m not sure what my next step is. I’m 99.9% certain the card used in booking was not mine. I have exhaustively searched all my credit cards (I only have seven) and even ran a credit report just to make sure it wasn’t an old one I haven’t used in a while or that one was opened in my name fraudulently. Is there anything I can do? Am I just waiting my time going back and forth with Airbnb?

Airbnb Glitch and Error with Payment Account

Posted on January 21, 2017

Last night, using my own Airbnb account but my mother’s credit card, I booked accommodation in Kiev and Prague. I spoke to my mother earlier and she asked me why she had received messages and emails addressed to her. I was confused because I had not received any emails. I had used my own account to make the booking, yet the messages were addressed to her. I proceeded to go to the Airbnb website into which I was automatically logged and it was so strange: as far as the top right corner was concerned, I was logged in (there was a photo of me, my account settings and the logout option) but the rest of the page showed my mother’s account. Bear in mind I live on the other side of the world as my mother and have never logged into her account before. This is a security issue and when it comes to myself, my mother, and the hosts; it’s quite annoying and inconvenient. I logged out of my account and logged back in and the glitch had disappeared. However, when I wanted to message the hosts, I had to log into my mother’s account and explain what happened. The hosts may have not accepted my booking if they knew I was a 25-year-old male as opposed to a 63-year-old female.

Airbnb Accounts and Customer Service not Talking

Posted on January 18, 2017

I have been having quite a time or should I say waste of time trying to get a problem settled with my Airbnb account. Let me say up front I do a lot of business with Airbnb and have for the last six years. It works as long as there are no problems but when there is a problem good luck; it pretty much is a matter of luck trying to get something resolved. The situation at hand is a matter of the payout. I have been talking to customer service at Airbnb every day for about two weeks. I have been hung up on, I have been lied to, I have been told to wait 24 hours and it will be resolved three times, and during the last call I was told I was in a queue and I just had to wait. Customer service can’t seem to talk to accounts. Accounts is responsible for payouts. Hosts and guests can’t get to accounts and it seems that customer service can say or do anything they want without recourse. Now I know Airbnb is a privately held company and they are very reticent in letting people know how Airbnb works. They grew fast and I have heard time and again that these problems are just growing pains, but this is seriously affecting my ability to pay bills. One of these bookings in question was for three months; they are living in one of my apartments now. There has been no money exchanged. It’s not the guest’s fault and there’s no way to get this settled until Airbnb decides to respond. Who knows when that will be. The Secretary of State of Rhode Island has told me I will have to hire a lawyer. I’ve told this to Airbnb and received no response. They don’t seem to care about bad press or a host that is bringing in over six figures a year in bookings for them. I find it a bit unbelievable how this kind of business practice can continue but they have gotten so big that I guess it just doesn’t matter. I would be interested if anyone out there has any suggestions on what to do next.

Airbnb Wants to Give Hacker my Credit Card Number

Posted on December 14, 2016

I received a message from Airbnb that someone had changed my email. I immediately replied to this message as instructed saying I didn’t change my email. Days went by and there was no response. I finally found the customer support email on the website and called. The customer support representative told me to just create a new account. I wanted all my reviews and history. I discovered that I can actually log in to my account using Facebook – I didn’t remember ever connecting it – and it works. Now I can access my account and see that a hacker did indeed change my email and password. I can’t change the email because it requires knowing the password. I can’t change the password because it requires access to the email. At this point both the hacker and I have access to the account. I called Airbnb back and told customer support the situation. The response of the representative was that they couldn’t help me until I added my credit card to the account. Yes, that is correct: Airbnb will not even begin to help me recover my hacked account until I provide my credit card information to a hacker who they openly acknowledge has access to my account. This is insane.

Requests to Reactivate my Disabled Account Ignored

Posted on December 1, 2016

I’ve requested to have my Airbnb account temporarily reinstated after having three emails and several Tweets ignored. I have been trying to sort out possible bookings for next June from my account, only to find out that it has been temporarily disabled due to security reasons. There was a message requesting me to email Airbnb at account.inquiry@airbnb.com, which I have done. In the first instance, I have never received any correspondence from them regarding this matter, and have had to find out secondhand that I cannot access my account. There was a very tentative message saying that the account had been suspended due to security reasons with no explanation.

How can I get the account reinstated if they don’t answer my emails? I am trying to arrange for a place to stay in Budapest next June, and would like to get in touch with prospective hosts before I try to make a booking. Some help and an explanation from Airbnb as soon as possible would be appreciated. I have previously used Airbnb without any problems, so I don’t have a clue why this is happening.

New Airbnb Account Suspended After AMEX Charged?

Posted on October 27, 2016
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I was intrigued with a fabulous listing for an upcoming vacation, and went through the process of creating an account, verifying my identity, etc. I contacted the host, submitted payment, and received a confirmation number with the host’s details. The Host graciously emailed back and forth with me, and we closed up our communication cordially. An hour or so later, he received notice that Airbnb had cancelled the reservation, for unknown reasons. I simultaneously received notification that American Express had denied the charge, with a request for additional account information, which I provided. When I tried to log back in to my brand new account, the message said that my account had been suspended.

Thus, I was unable to contact Airbnb directly, nor was I able to email the host via the Airbnb internal email system. I contacted American Express, who verified that the charge had indeed gone through; there was no problem on their end. At 3:33 AM today, I received an email from Airbnb advising that they had indeed cancelled my reservation for unknown reasons, and that they would “refund my full amount” within five days. How could they refund an amount they claimed was denied? I have written three direct emails to Airbnb asking for updates, all to no avail. I even asked that my correspondence be forward to their CEO. I will continue to follow this on a daily basis until I receive verification from AMEX of my full refund, as promised.

The next challenge: how to delete my new account, as I have no access to their system, since my account is suspended. Good luck to any of you thinking that Airbnb is a legit, well run, professional company…

Account disabled for no reason

Posted on July 9, 2015

Registered on Airbnb last summer and put up a listing. Not many hits on the listing, but I ended up renting out through other means. Then I had an upcoming trip, and I used airbnb to find a place to stay. Had a decent trip, after the trip left a review. Today, I wanted to find another place to stay in another city, go on to airbnb.com and what do I get? “To help protect your information, we’ve temporarily disabled your account. Please email us at account.inquiry@airbnb.com to continue.” “Ok,” I thought, probably some sort of glitch. Wrote them a quick email and 30 minutes later I got this: “Thanks for reaching out. We regret to inform you that we’ll be unable to support your account moving forward and have exercised our discretion under our Terms of Service to disable your account(s). This decision is irreversible and will affect any duplicated or future accounts. Please understand that we are not obligated to provide an explanation for the action taken against your account. Furthermore, we are not liable to you in any way with respect to disabling or canceling your account. Airbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed. We’ll contact you if anything changes in the future, but until then, we won’t be able to assist you any further with your account issues. Please see our Help Center for further information: https://www.airbnb.com/help/article/432. Thanks, Eleanor W. www.airbnb.com/help” I don’t know if its me or not, but that seems very heartless and conceited to me. Sounds like a big “f off” to me. Oh well. Sounds like I am never using their services again. Or recommending them. And trying to make sure other people don’t use them. Your loss Airbnb. Your loss.

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