My credit card was fraudulently charged on Airbnb, it was credited back right away the next day. I didn't notice this until my bank statement came in. The problem is that I lost out around $14 on currency conversion as I don't live in the US and my card was charged in dollars. I did not even log into my account for more than 7 months.
I contacted AirBnb regarding to the issue, my case manager was Sonyah.
I asked them why my card was fraudulently charged and requested the $14 loss I incurred. Sonyah's answer was that, they credit me back the amount that was charged, and they can't tell me anything regarding to why my card was used without approval. She said I have to take up the loss with my bank on my own which is ridiculous.
Sonyah said its under their privacy agreement that they can't tell me anything. They will only release information to law enforcment officers or goverment agency with subpeona only. At first she tried to put the blame that its my friend or family that could have used my card. Then she said that since its credited back, my currency exchange loss may be due to bank charges which I need to take up with my bank.
AirBnb and Sonyah pretty much threw their own customer under the bus. They just lost a very valuable customer. I spend at least 30 days in hotels per year.
If anyone has more tips, please do share. For those out there, never save your credit card on Airbnb website or app. I did a quick search on google, this issue happens often.