Stolen phone. Thieves access to Airbnb App?

[Ange2]

Hi,   I do not have the app, nor have I ever been a guest. Thus my question.

My concern is that thieves who stole my guests phone in a nigtclub will have access to his Airbnb account and thus my information.

My question is: Do you need to enter your password every time you access the app?

My guest tried to change his Airbnb login but CS refused to speak with him because he couldn't confirm he recieved the email they sent because he doesn't have his phone on him it having been stolen (nor any other devices)  thus no access.

----  Any advice as to what steps I can take (if need) be to prevent the thieves accessing the account would be great. Thank you

I did call CS and got non-sensical answers, such as do I want to cancel the completed reservation. His reservation ended today.

They also suggested I report him - they didn't tell me what that would do.  And I do not want to report a great guest just because he had his phone stolen.

The next suggestion was they would call him to confirm the theft.  Not sure how they expect him to answer the phone or confirm that the person answering the phone is him, the thieves having access to all his verification data if they are able to access his account.

[Susan151]

@Ange2 

No. You do not need to enter your password each time when you use the app on a phone. You should need to enter a password to get to anything on the phone, however.

Seems to me that your guest needs to get to a computer or tablet to check his email, change some passwords, etc. Most libraries have computers. An apple or MS store will have tablets and computers.

His AriBNB account will only be one of [potentially] many accounts that he will need to lock quickly.

[Ange2]

@Susan151    Thank you.  Unfortunately phone passwords are not that secure, depends on the user's responsibility re: protecting themselves.  He knows he needs to change everything, the thieves have already been on a spending spree,  but he is on a flight back home and that is going to be a painful and time-consuming experience because he has no ID (it was in his wallet)  and had to go super early to sort that out so he could actually get on the flight,  so it will be at least 8 hours before he can do anything unless someone on the plane allows him to use their device. I

I already suggested he suspend his phone but not sure if he has, and I had offered use of my computer but he said he hadn't the time.

[Susan151]

@Ange2  A complete nightmare to be sure. It was good of you to try to help him out with AirBNB.