Unfortunately, after zero problems with previous bookings (I have worked with several great hosts), I will no longer book through this platform after receiving suspicious communications with a host and getting no backup from Airbnb leaving me no option but to cancel my reservation and accept a partial refund of barely half of what I was charged.
In my situation, I received a message from the host (after the time to request a full refund had past), asking me to email a picture of myself and my identification/driver’s license using a form generator. The request alone was not overly concerning, however, in an age when identity left is common, I didn’t feel comfortable blindly sending confidential information using a form generator that anyone could create before receiving some reassurance that I was dealing with a legitimate business.
I was initial uneasy because the listing was new, it was listed under a single business name, instead of an individual and I couldn’t locate any information about the business online. In addition, I made several attempts to accommodate the request by meeting in person (an option also listed in their house rules), or at least having a conversation with a live representative. The communications just became more suspicious with every response with a total lack of transparency, and after refusing to even have a direct conversation, I was unwilling to proceed.
Most concerning is that I contacted Airbnb (customer service and management) several times to attempt to resolve the issue and was given nothing but the run around. Every representative I spoke to seemed to fully understand my concerns and would tell me they would escalate the issue. However, a short time later, I would receive a message in my inbox stating that they reviewed the issue and because the host had this requirement listed in the house rules there was nothing they could do. However, they refused to acknowledge that the option for an in-person check-in to show ID was also listed in the house rules. Regardless, I never refused to show my identification and offered several accommodations to meet the listed requirements, including going to the host’s office or meeting them even up to a couple of days before my check-in.
Unfortunately, through the handling of this dispute, Airbnb showed that they only in this to collect what have become outrageous fees and that they definitely do not protect the guest. If this was truly a legitimate host (still undetermined) I have no doubt the issue could have been resolved with better communication and transparency. I understand that a host should have rights to protect themselves from fraud, however, so should guests.
