Tag Archives: airbnb customer service

my airbnb account has security issues and been hacked 3 times in the passing week.

Posted on

I opened my airbnb account around the 15th on September, at first everything seemed great. As I compared airbnb to his competitors online, I was actually impressed, it looked easy, simple, friendly….

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

Airbnb neighbors up ALL NIGHT

Posted on

OMG I just spend the last two night in a nightmare! Actually it wasn’t even a nightmare because I COULDN’T SLEEP! I rented a room on airbnb.com for the first time ever, and the crazy kids renting the room next to me were from europe and didn’t bother making the time adjustment, so they were literally up ALL NIGHT both nights smoking pot and blasting their music! I asked them to be quiet but they didn’t… I asked the Host to give me a refund so I could go to a hotel, he said he would “talk” to the other guests, but nothing happened. Finally I contacted airbnb and told them the story, and they ask me if I had any PROOF!! Right, I forgot to RECORD the crazy kids and try to document what time it was! Never using airbnb again, seriously. It’s just not worth it!

Host Account Hacked and NO Help from Airbnb

Posted on

I started hosting a few weeks ago with Air BNB. Since then my account has been taken over by hackers, bank account details changed. I can’t login to my own account anymore. I have not received payment for my first guest who left already and I don’t know what to do about the next guest who is due Wednesday. I have called C Service every day for a week but they can’t help, only note my issues. I received one mail saying they would look into it and since then I keep getting emails that my bank account has changed, email etc again.. My account has now been closed and my listing removed from the internet. The communication from AirBNB has been atrocious, ie. leaving me hanging with no answers and not even the decency to reply to my 15 emails. I will be filing a police report and contacting my lawyer on Monday.

Airbnb guest stole my bag!!

Posted on

I rented out a room in a large house advertised on AirBNB and there were 3 other guests staying there at the same time, as well as the host.
Everyone seemed like nice enough people and I felt pretty comfortable. I decided to pop down to the shop to grab some groceries and when I came back about an hour later my bag was gone. And I don’t mean a small bag. It was all my belongings I had brought with me. The host informed me that one of the guests had just left but she didn’t notice what bags they had with them.
We both spoke to AirBNB when I called to report it, and both of us got the same generic answer that without proof their hands are tied. What proof could I possibly have? A note from the thieves saying “Sorry, I stole your bag”?
The host was shocked but she was really lovely and helpful with the whole situation. AirBNB on the other hand are the scum of the earth as far as I’m concerned.

Party city

Posted on

When it comes to AirBNB you can do all the research in the world but you have no way of knowing what the neighbors are going to be like.
My husband and I stayed in an absolutely gorgeous unit and for the first night it was lovely. It was when the second night came around that the problems started. The people that live above the unit we were staying in decided to have a party and at first we weren’t too worried – we aren’t that old, we understand the concept of fun.
It was when it got to the third continuous day and night of partying that I thought I was going to lose my mind. We had two nights left of our stay and I rang AirBNB to see if there was anything they could do to arrange alternate accommodation because the party obviously wasn’t stopping. They wanted me to prove that there had been constant noise.
How silly of me! I should have known to record every second of the last 3 days to “prove” that there was noise. Or perhaps I could have run upstairs with my phone and asked the guys throwing the party to have a quick chat to AirBNB to confirm that they had indeed been partying?
We ended up leaving anyway and staying in a nearby pub just so we could get some sleep for the last 2 nights.
What a bloody joke!

Disgusted

Posted on

After being a host on AirBNB for 3 years with fantastic reviews I’ve got to say I am truly disgusted with the way my complaint about my last guests was handled.

I came home to find all the batteries taken out of my smoke detectors and a huge burn mark in the center of my lounge room – like they had lit a campfire inside the house!
I took multiple photos and emailed them to AirBNB for evidence but since I don’t have receipts for my carpet they won’t do a damn thing.

This company doesn’t give a toss about their loyal hosts – they’ve lost me!