Last week I received an email saying the phone number on my account had been changed. I immediately went onto my profile and deleted the new number and changed my password. Since then its been havoc. I was logged out of my account, half my future bookings for my place were cancelled by Airbnb and guests are emailing me asking why their bookings have been cancelled.

I cannot reply to them as I cannot log in. When I receive a reset password link it says it has expired. I have tried to call and email Airbnb so many times with absolutely no success; they do not even bother replying. All I want to do now is delete my account but if I cannot log in I cannot delete it. I have even spoken to an IT expert and asked for help but there is nothing they can do to help me. Only Airbnb can help but they ignore me.

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I spoke to supervisors and everyone that I could and basically, a member of my family ate the costs by rebooking. It took us two weeks to get a refund and even then, we only got a partial refund. I have been trying to get the rest of the money from Airbnb, and yet I get at least one new email from them every day, explaining that it’s my fault and that they have “laws to follow.” They obviously aren’t following the laws on my side.

Airbnb is a truly horrific company to have an issue with. If everything runs smoothly and according to plan, you’re safe, but if there’s any mix up about reservations or accommodations, they are the first to abandon you and speak down to you. Please never use Airbnb.

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Luckily my credit card company was swift to close my card and will refund the £1500 of fraudulent activity. However, I had a booking in place, for which I have paid a 50% deposit. As the account was closed the booking was cancelled and deposit lost.

I finally managed to contact Airbnb by the phone number above (not sure what country that goes through; I am in the UK). The guy who answered was really unhelpful and did not understand my issues so I insisted on being given a UK number to call (+44 8000315680). I have called that number three times and each time they inform me my case is under a ‘Case Manager’ and that they will call me back, promising it will be the same day. Surprise, surprise, no one has called me back.

They refuse to give me a case number or the name of the case manager. I contacted the host of the place I had booked via email from a different booking site for the same property and he informed me the booking was cancelled and therefore the deposit kept and someone else has now booked the property for those dates. This money appears lost as I can get no answers, and my husband gets no romantic birthday getaway.

Shocking customer service. I will never open another Airbnb account and I will raise this case with the financial Ombudsman to seek further advice. Fuming doesn’t even cover it.

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My Airbnb account was linked to my Google account and I’ve set up active PayPal, which was linked to my Amex account. Hackers had also cancelled and removed my number from Airbnb, and spammed my inbox with thousands of emails.

My first instinct was to call Amex and log a dispute to PayPal. I couldn’t log into my Airbnb account but got a UK number to call them. Investigations are still pending. PayPal for some reason approved the payment to Airbnb. When I logged the dispute they didn’t approve it. I had to call them twice to explain my situation.

Just be wary out there. Airbnb customer care were totally useless; I had to chase after them again at the end of the day and they have not refunded PayPal or contacted them on the fraud transaction.

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They have managed to steal £1500 from me. My credit card company has told me that in the first instance this needs to be resolved with Airbnb. Because the hackers have closed my account, it is now almost impossible for me to contact Airbnb as you have to log in to access the resolution centre.

When I was able to get a phone number for Airbnb, I was met with an automated voice telling me that in order to use this service you had to enter the phone number that was associated with your account; my phone number and account had been deleted so I could not get through to speak to a human being. There was no other option but to enter a phone number so I had to hang up.

I am appalled that for an organisation as large as Airbnb this is the only way you can contact them on the phone. I then decided to use my mum’s phone number as she has a Airbnb account. This got me through to speak to an actual person however they were worse than useless: their English was appalling; they did not understand the situation and it took ten attempts to get them to take my details rather than looking at my mother’s account (which has not been hacked); they were just a triage service and the ‘team’ that I needed to speak to were unwilling to speak to me until they had investigated further.

I was told that I would be called back yesterday. I have had no phone call. I am going round in one big hellish circle. I have tried to reactivate my account. In order to do this you need to log on, which I can’t as my account has been deleted. When I try to create an account it tells me that the email address I am using is already recognised in the system. When I go through the ‘forgot my password’ option, I enter my email address and it tells me that email address does not exist.

This is absolutely atrocious and Airbnb need to rectify this immediately – it is not like they don’t know what is happening,;here was an article in the British newspaper ‘The Sun’ yesterday about this exact issue with Airbnb. Shame on you, Airbnb. I won’t ever be using your service again and will advise everyone I know to close down their accounts. 

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All they needed to do was delete that account. It was linked to my bank account and still had private information within messages to hosts. My guess is that this hacker was just looking for someone with good standing so that they could prey on hosts using my likeness. Airbnb auto-responded via message on their site saying “they forwarded my concern to the proper department and that I would expect a prompt and proper response.”

Days later, still nothing. I tweeted at them. Still nothing. I know they won’t respond no matter how much I bother them. All they have to do is delete that old account.

Do yourself a favor: delete your information and get off their platform. Also, don’t accept any guest accommodations from a thirty-something woman in Brooklyn who was last staying in Manchester, England, two years ago. It’s most likely my hacker. Stay safe, people.

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I immediately called the host and told him I was hacked and to cancel the trip. I then called Airbnb and it was like talking to a wall. They assured me my claim was a high priority and I would receive an email shortly with an update on the status. I never received an email from them. I asked them to help me secure my account so this wouldn’t happen again. They told me they couldn’t help me until they verified that this was fraud.

I had been signing in through Facebook, so never actually created a password. I highly recommend not signing in through Facebook as it was difficult to figure out how to create a login. I called my bank, cancelled my card, and disputed the charge. My bank was helpful. Airbnb was not.

I don’t plan on using Airbnb again. They have horrible customer service and it’s not worth the few dollars I would save by staying at a home rather than a hotel.

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I opened a Twitter account to contact Airbnb, as everyone knows how easy it is to contact them – being sarcastic here – and spent about two hours chatting to them, eventually being told I needed to contact customer service in the States. This cost me an absolute fortune, only to have some idiot keep repeating that he could not help me as he could not authenticate my name. That is why I am calling: because someone else is using my account.

He was absolutely useless and could not offer me any solution to my problem. I don’t think he even believed I was hacked. This all happened without me receiving anything from any scammers or anyone.

Eventually I got the customer service in Thailand, where I am presently, who were more helpful, but now I have to wait for the security department to contact me. Totally peeved, as I have spent the whole afternoon on this.

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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.

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