Mass cancellations from data breach?

[Richard1830]

I've just seen this post on Twitter being shared quite a bit. 

https://twitter.com/Chantiemarie/status/1326774475552149509

Anybody hosts seen anything similar?

My calendar seems fine.

[Kurt-And-Summyr0]

Yes, all of our reservations have been canceled and dates blocked.  No help from airbnb.  This is truly devastating and a nightmare!  

[Emiel1]

@Richard1830 

It was an answer on this tweet:

https://twitter.com/princellasmith/status/1326719948098506753

[Jerry250]

There are lots of hosts contacting Airbnb on twitter with this issue - all their reservations unexpectedly  'cancelled by admin'. Many of those hosts reporting getting no help from CS. Shame when twitter is where you go to get help...

[Jerry250]

@Richard1830 Hosts over in the 'help' area also experiencing this issue - 'a glitch' is what they're being told.

https://community.withairbnb.com/t5/Help/Login-issue-and-then-all-bookings-cancelled/m-p/1373820#M29...

[Michelle53]

The BBC is reporting this.

https://news.yahoo.com/airbnb-glitch-cancels-trips-deactivating-174705552.html

[Lizzie]

Hello @Richard1830, @Michelle53, @Jerry250, @Emiel1,

I've just shared an update on this subject in a few other discussions here in the Community Center, so you may have this information already, but I wanted to let you know just in case.

There was a technical bug that impacted a small number of hosts and guests (on November 11, 2020). The bug has been resolved and accounts have been restored, but we know that some hosts might have had cancelled bookings as a result.

Our community support team has been working with impacted hosts and guests to make it right and is standing by to help those that are still having issues. 

By the sounds of it, you haven't been impacted by this which is good to hear, it is a small number of host so hopefully this will be the majority of hosts here in the CC. 

For anyone reading this comment who is impacted, as I say our support team are available to help and so if you haven't been contacted already and are concerned please do contact them directly and I'm sure you can get this sorted.

I'm here if you need me. 

Thanks everyone and please do let anyone else know about the update if you spot it discussed elsewhere in the CC. 

Lizzie 

[Sarah977]

@Lizzie  No, it isn't "resolved", because hosts are still reporting being unable to access the messages from guests who were cancelled by this glitch, the dates of the cancellations still appearing as blocked, among other things this tech disaster did. And some hosts are still unable to access their accounts at all.

[Pavan5]

@Richard1830, @Michelle53, @Jerry250, @Emiel1,

Lizzie, this is far from resolved. We've lost over 200 reservations across 14 properties - tens of thousands of dollars in bookings. We, nor our guests, have had any communication from Airbnb. We've been working nonstop the past 2 days to reach out to all our guests to try to calm/explain a situation we, ourselves, are in the dark on. We've called CS 25 times, got 25 different people, none of whom can handle this.

Airbnb corporate needs to appoint a responsive, accountable leader to fix this. Hosts and guests need communication keeping us in the loop on what's happening and what to do on our end. It's incomprehensible we're in this situation and more incomprehensible the radio silence from Airbnb. 

[Kurt-And-Summyr0]

@Pavan5 I completely agree.  Each time I call, I have to explain the situation of having all our reservations canceled.  They seem to have no idea what has occurred.  We don't seem to be of any priority.  Any rep at this point should be able to reach out to the guests, starting with immediate arrivals and get them rebooked.  If guests were forced to make other arrangements, those hosts should get their cancelation fee and guests should be able to rebook with their original choice for an airbnb stay,  while the "specialists" figure out how/why the security breach happened.  This isn't rocket science.   The most frustrating part is not getting anything other than a scripted answer from someone that cant help.  

[Lizzie]

Hey @Pavan5,

Thanks for your message here. I'm so sorry to hear how many reservations were cancelled and I hope they can be rebooked shortly. 

I've just shared an update, that I've @ mentioned you in regarding rebooking, here. Hopefully this is helpful. 

Please do let me know if I can help at all.

Thanks,
Lizzie

[Sandra1401]

Yes, two of my rentals in Florida. Daytona Beach area. No other bookings either. Views went from over 2600 to sometimes 0.

[Kurt-And-Summyr0]

Still not resolved.  No updates today.  Called multiple times only to talk to a script reading support person. "Specialists are working on it".   Scripts and apologies are adding insult to injury.  Im sick over not be tabling to give my guests any updates or allow them to rebook.  The only solution I can think of is to move everything over to VRBO immediately.  Anyone else have any info?  

[Patricia2915]

Im also still having issues.  All my bookings have been cancelled.  i've managed to contact my guests to advise of what's going on but by the time I realised what had happened, two of my guests have found alternative accommodation

[Kurt-And-Summyr0]

Its now been 24 hours. 21 reservations cancelled as of yesterday. 10 phone calls to support. Not one reservation fixed. No guidance from Airbnb. No return call from supervisor. Nothing...