Fraud and hacking of my Airbnb account caused poor acceptance and response rating!

[Ingrid398]

Hello,  about a year ago my identity was stolen on Airbnb and someone changed some of the contents of my Airbnb listing.  A future guest had noticed that the photos on my site looked differently and made me aware of the problem.  The hacker also changed my contact info and posted a fake host on my account.  When I finally was able to get onto my hacked and changed site, i noticed that several people attempted to make a reservation or had inquiries.  Some of these inquiries seemed to stay unresolved, and I had to cancel these fake bookings or decline their requests.  As a result the rating on my account went way down.  Currently my response rate is at 33% and acceptance of reservations is at 50% .  Prior to the hacking event, my response and acceptance rating was always 100%.  This has caused me to get way less inquiries and bookings.  I need to speak with someone at Airbnb to fix this rating because it was not my fault that the account got hacked.  When I found out about the hacking, I had to rebuild my site and I was told that my acceptance and response rating would go up quickly again.  Well, it has been a year and not a thing has changed.  I have received hardly any inquiries and bookings due to  hacking and my poor ratings.  I am considering to cancel my Airbnb account completely, if I can’t find a resolution for this issue.  

[Helen427]

Hello @Ingrid398 

Welcome to CC

Sorry to read about your unfortunate situation.

Have you considered writing something in your listing to mention that your Rating etc is a misrepresentation of your Listing due to the fact you had been hacked?

It's wrong that you are been disadvantaged because of something you did not want, nor encourage.

If you use related keywords in the Search Box here in CC to your situation you may find information that will help as others have also been through hacking.

There has recently been IT glitches that have impacted on all of us worldwide due to Google outages and a 3rd party txt provider data breach which has effected many.

All the best and enjoy the CC.

Central To All Home and Location

[Ingrid398]

Dear Helen,  thank you that’s great advice.  I appreciate your feedback.  Sincerely, Ingrid 

[Branka-and-Silvia0]

@Ingrid398 

you should contact Airbnb, speak with someone competent and see what could be done. I am afraid rates are all automated by algorithm and I am not sure if anyone can change it but is worth trying, you have nothing to lose.