My account was hacked sometime before October 17th. I realized something was wrong one week later, because I could not receive the emails my future host was sending me, and I wrote Airbnb asking for help. There was no reply. On November 6th I realised, entering my account via Facebook, the system didn’t recognise my email, my account had been hacked, and my email address had been substituted with another. I was not able to change it back again, because I was asked for a password that I didn’t have, as it had been changed as well by the hackers. From that moment on I wrote six emails to safety@airbnb.com and never received a reply. I kept calling the assistance number in Rome and every time I was kindly told that they would take care of the problem.
On November 23rd, as no one had helped me yet, I tried something different: I cancelled my account. I could do it with no password, just a click. Then I called the number again in Rome, fearing that I would not be paid the following month, for the guest I am currently hosting, and again urging them to find a resolution to my case. I received two different replies: according to the first person I talked to, I wouldn’t receive any payment, because my account had been cancelled; it didn’t matter if my guest paid and or if I was out there without an account. Airbnb had my IBAN. That made me furious. The second person I spoke to told me to keep quiet, because I would receive my payment on time, even without an account. Well, I waited until today, because my payment was due yesterday. In the meantime I wrote two more emails to safety@airbnb.com, telling that I had cancelled my account, yet I was expecting a payment. There was no reply. Today I have called again and have been told that the payment has been blocked by them and there seems to be no way out other than to keep waiting for Airbnb to solve the problem. I have a long-term guest, who will stay here until June for 600 euro a month; she can’t cancel, because she would have penalties that we were not able to measure. So for the moment she is paying Airbnb for a month’s rent and they are not forwarding the payment to me. I am really angry and don’t know what to do…