Fraudulent bookings resulted in over $4000 negative balance and AirBnB is not helpful

[Meike-and-Jacob0]

I have been a super host for 2 years and have loved my AirBnB experience until now. I recently noticed that my calendar was being manipulated (blocked dates became available etc). I immediately reported it, changed my password etc. Shortly after, I lost my super host status because I did not review my last 4 guests... What guests? I actually had family visiting for a month...??? After some research, I noticed several same day bookings that were immediately cancelled. I never received a text or email (the function was also disabled) and obviously was unaware. The payouts of $1855.61 for each of the three bookings was apparently released and rerouted by hackers, because I did not receive them. For the past month I have been corresponding with AirBnB. After bugging them relentlessly, they finally reviewed my bank statements and conceited that I never received the payout and they told me the issue would be resolved and future payouts would not be effected. Since then, they have NOT removed the negative balance and I have NOT received payouts for my last 2 guests. I was told again that I would, then that I wouldn't... a total cluster! I an extremely concerned about the lacking cyber security and the lack of support for hosts. AirBnB is not taking responsibility and customer support has been infuriatingly ineffective. Be careful... do not accept same day bookings and do not count on AirBnB to have your back when their system gets hacked! 

[Alice595]

@Meike-and-Jacob0  When did you lose your Superhost status? I see that your profile still shows you as a Superhost. In addition, you would not lose Superhost status when you did not review 4 guests. You could lose Superhost status when less than 50% guests leave you reviews.

[Meike-and-Jacob0]

It was reinstated after my complaint. The explanation for the loss I was given was the lack of reviews of my guests. As I normally have 100%, that was the only explanation. In light of the other issues I am currently dealing with, this was the  least of my concerns. 

[Linda108]

@Meike-and-Jacob0   Thank you for alerting hosts to this problem.  So your actual loss of revenue at this time is related to Air BNB withholding payments for actual bookings because of payouts for virtual bookings?  Crazy!  While I do not accept same day bookings, please elaborate how you see this is related to the problem.  I wonder if hotels have the same problem.  Thank you.

[Meike-and-Jacob0]

Booking and cancellation occurred on the same day. AirBnB issues the payment, which I did not received and since the booking was cancelled, I know supposedly “owe” them the amount. Hackers are basically stealing from AirBnB and they are now holding me financially liable, although they reviewed my bank records and found that no money was received. 

[Maud199]

Hello @Meike-and-Jacob0 

I am a french host and I have now the same problem you had 3 years ago. A cancelled booking worth 1000 dollars and now Airbnb is holding back my payments until I "return" the whole amount of money. I have been calling, writing for days. I don't know what to do, I must see a lawyer next week to help me through this because Airbnb is not taking me seriously.

Also I don't know how to trust the platform anymore. I really thought Airbnb would have my back as I discovered the fraud but I am very concerned and frustrated.

Please can you tell me how it ended for you ? 

Thanks !

[Branka-and-Silvia0]

@Meike-and-Jacob0 @Linda108 @Alice595 

As far as I know, the review rate % is not required anymore.

The same day bookings could be problematic because Airbnb and the bank need at least 24 hours to process the payment and discover if the payment was made with a stolen or empty credit card. This is one of the reasons we don't accept same-day bookings.

I hope your problem will be resolved soon and you will be refunded for your actual bookings

Now immagine how difficult your battle would be if English is not your primary language and if you have to pay expensive international calls and if you are not a super host and have to wait for hours for someone to pick up the phone  😞  ufff...

[Alice595]

@Branka-and-Silvia0  You are right. I just checked my Progress tab and I don't see the review % appears in the requirements list. That is good to know.

One drawback is that some hosts will not leave honest reviews for some guests because they are afraid of retaliatory reviews from them.