After our first booking the problem started:
First we found out that our account has been hacked, email address has changed, payment method has changed to bank-wire to account: XXXX-9000 – Not my account, I can’t edit or delete anything and all in perfect timing with a schedule transfer of the last guest.
So, I send an email and I call airbnb after.
They said that they will “freeze” our account, so no money transfer will occur… so I don’t get paid until they resolve it. When will it be resolved? I asked, “it’s top priority” they said, so I thank for a good service and I waited.

To make it short, It took THREE (3!) days to solve until our airbnb account security issue.
Every day waiting on the phone with them, hearing they can’t do anything, and “we are working on it”, “it’s top priority”. Only at the end of the third day, after being with them on the phone during the day, I got a call!
A nice representative named Malena called and she said she can see that I have a problem with my account , and that she will solve it. It took her 30 seconds to solve it; 30 seconds, 3 days wait.

So the money was transferred and it was going well….. for about 36 hours, when all the messages in my account where locked.
I couldn’t access any of them and my listing didn’t appear on search results. I found out about all of it by a future guest that send me a scared email about him being unable to find us on airbnb… I felt bad.
I called them again, I told them that it’s a really big deal, and that I need to know what to do. I got no answers from them, the “urgent call” service can’t do something.
They don’t have any supervisors, managers, colleagues they can transfer you to, and they can’t help.

24 hours passed before they solved the problem… and another 24 hours passed until it came back again, the same problem , again my account is shut down, the only difference is that this time, I had no one to talk to.

The airbnb representative said that this department is Not available at the moment and they can’t say when it will be resolved, they can’t even say when this department will be available again.
The only thing that they will tell you is to wait.
So I wait, I have 3 bookings starting tomorrow… don’t really know what to do anymore…

Do you have Any suggestions?
Do you know a good alternative for airbnb?

Alon

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