Airbnb Host Account Hacked and customer service is useless

[John6379]

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A little background, I booked a trip on July 2nd and after I got the address I noticed the house was for sale. I messaged the host to find out what happens if they sell before my trip. Long story short almost 10 days later host has not replied to my messages, txts, and is using a fake google voice #. 

I called the listing agent and they said the owner lives in the house and has never listed on Airbnb nor given anyone permission. I’ve talked to about 6 different representatives and every single one has the same solution…”let me reach out to the host” so I figured ok they don’t get it, let me spell it out for them. The host is either hacked or created a fake account. Their response was priceless, I’ve never met a more incompetent group of people in my life. 

 **[Private conversation removed in line with the Community Center Guidelines]

[Anonymous]

@John6379   Does the host profile have prior reviews and history for the same property? 

[John6379]

No, they have 2 reviews as a guest only and their “identity” has been verified. My guess is they either hacked a real account and took it over or they created a fake account.

The listing I have confirmed is 100% false, I spoke with the actual owner of the home. 

[Anonymous]

@John6379  It sounds much more like a fake account than a hack. Unfortunately, Airbnb has no verification process for listings, so if you're the first guests to book a home you are also its de facto inspector. The number of fake listings out there is ridiculous; they typically turn out to be homes that are on sale, because it's easy to just copy/paste photos and data from the real estate listings.

You're right that customer support is incompetent; it's all outsourced, and this is out of their depth. What you should insist on is a penalty-free cancellation and full refund due to inability to contact the host or access the property. Simultaneously flag the listing for internal review (there's a little "Report this listing" button just below "Check Availability"), select "It's a scam," and summarize all the evidence in your report. You will get your money back, but hopefully this combination of actions will get it back before alternate accommodation sells out.

[John6379]

Thank you!! That makes sense, I think the “host” removed the listing but I will see if I can do it from my profile

[Sybe]

@John6379 I'm sorry to hear about this! I've sent this over to the team now to nudge them and update your case. They'll be in touch with you soon and if I hear anything in the meantime I'll let you know!