Guest Profile Location Changes and Full Refunds for Cancellation.

[Shannon199]

I had a guest from the US ask to cancel her reservation a couple weeks ago because she and her boyfriend broke up, but upon learning that she would receive half of the booking costs for a refund, she did not cancel.

Two days ago, she cancelled her reservation, received a full refund from Airbnb after changing her profile location to China. And suddenly she's writing me in Mandarin where all messages prior were perfect English. She cancelled her reservation through the website without ever needing to talk to CX.

I have a case in to the Trust and Safety Department.

Just a head's up to everyone that this kind of thing is going on. 

[Helen3]

OMG that is outrageous @Shannon199  . Did you have a call with customer services?

[Shannon199]

Yes. Called in and they sent a ticket item to Trust and Safety. Hopefully all changes made to profiles are recorded.