Did anybody make a similar experience with automatic cancelling because of missing payment information?
3 months ago I made a reservation of a condominium in Kuala Lumpur. I paid the Airbnb service fee and made a downpayment for the rental fee with my Visa credit card.
11 days before my arrival in Kuala Lumpur I got a note from Airbnb to update my payment information within 72 hours, because my credit card had expired.
I entered my new credit card information within 24 hours and received an Airbnb confirmation.
I therefore was very astonished to receive 4 days later an automatic cancelling of my booking because of missing payment information.
I immediately contacted the Airbnb Help Desk. The lady I first talked to was very supportive and confirmed, that I had entry my new credit card data correctly and in time. Since I wanted to keep the booking, she tried to contact the host and forwarded my case to another Help Desk lady.
Then the process got weird:
First the Airbnb help desk lady stated that the automatic cancelling was correct, because I missed to enter my new credit card information in time.
When I proofed to her, that this is wrong, she lady stated, that it would take up to 7 days (!) for Airbnb to validate a new credit card information (!) and that therefore the automatic cancellation was correct
I find that this statement and the whole process is without any logic: Why does Airbnb need up to 7 days for a credit card verification. When I set up a new Airbnb account I can make an immediate booking with my credit card. Why does Airbnb give a deadline of 72 hours, when they know that the booking is at risk because the verification process might take longer. Why don't theiy instead ask to use an alternative and faster payment method.
The whole process is lunatic.
I am very interested, if there are similar cases, because, if Airbnb does not refund my whole downpayment, I will make this public and take a lawyer.
