My credit card number was stolen and used to book a $3900+ stay at an airbnb in NY. WHen I called airbnb to inform them (2 days after the reservation was made), I was toldthat the matter would be referred to the "trust and safety" department amd I could expect an email shortly. I told the person on the phone that I had a booking number for fraudulant charge, and asked if she would tell me where the location wasso that I could alert the local authorities. Citing privacy concerns, she said she couldn't give me that information, but did confirm, when I gave her the name of the suspected thief, that the reservation had been made in that name. I urged her to alert the host, not only to the fact that they were about to lose nearly $4000 in bookings, but that there was a thief staying at their place, perhaps the host's house. She said that she, "would see what I can do." and sent me an email that included a case number for future reference. 2 days went by, and NO word from the "trust and safety" dept. In the meantime, I had alerted my credit card company and the local financial crimes unit of the police dept. I called airbnb again, asked for the location of the host, was again refused, and again urged the phone rep to at least contact the host and warn them, citing the possible danger they could be facing. Again, I was told, "I'll see what I can do." The next day, (day 4), I called again and asked what was being done regarding the situation, and gave the case number I had been issued. I was told that, "the case number has not been assigned yet." Needless to say I was very upset and expressed my displeasure with the lack of action that airbnb was taking, along with the concern for the host. I was told that an email would be sent to the "trust and safety" dept. asking that the case number be assigned. Two days later (day 6 now), I received and email from the "trust and safety" dept. asking, "Often, apparent unauthorized charges result from another person (usually a close friend or family member) using your credit card unintentionally. Before we look into this further with your card issuer, would you check to see if another person has access to your credit card details, and may have inadvertently used your credit card to make a reservation for themselves?"
To recap...I had alerted airbnb to fraudulant use of my card, along with the name of the thief (confirmed by the airbnb rep) on day one. 5 days later, airbnb is asking if somehow I or a member of my family had "inadvertently" made a $3972.10 resevation. In the meantime, the thief is staying at the host's place, and, as far as I know, the host has not been warned, either about the impending financial loss, nor the possible danger they are in.
If I was a host, I would be incensed at the lack of concern that airbnb showed in this case. To know that a host is in potential danger and not alert them immediately is, in my view, inexcusable. Although I received a second email on day 6 telling me that I would be credited back the full amount of my card's charge, absolutely no mention was made if and when the host had been notified of the situation or if the local authorities had been notified. 5 days had passed since I first notified airbnb, and anything could have happened during that time to the host or their property.
I am trying to locate the address of this booking so that I can pursue charges aginst the thief. I have his name, his phone number, and other personal information (he was known to me), but I don't know where the booking was made, except that it was somewhere in NY. I suspect the LI area since he is from there. If any host had a $3972.10 booking charge get refused, I ask that you reply to this post so that I can get in touch and locate this person. For the rest of you hosts, beware, airbnb does NOT have your backs.
