Fabricated message within chat

[Ira5371]

Hello everyone, 

has it ever happened to anyone that Airbnb fabricated chat threads? A message just showed up on my feed and looks like I had a conversation with Airbnb support that I never did. This is so scary, I am really shocked at the moment. I have never experienced something like this before.m

[Joan2709]

@Ira5371 

I have sometimes meant to click the Help Center and instead clicked Get Help With a Safety Issue:

Also, some Help articles will include a hyperlink that takes you to Customer Support automatically. 

What makes you think the chat is "fabricated". Does it mention a specific issue that you never reported?

[Helen3]

Are you sure your cohost didn't message them @Ira5371 

[Ira5371]

100% we went through his inbox together one day prior and the message was not there. Also you can clearly tell by the way the message is written, it’s not the way a host would reply. 

[Joan2709]

@Ira5371 

It is possible your account was hacked. If you haven't already, both you and your Co Host should change your passwords immediately and contact Airbnb and report it. 

Whenever you are accessing your account settings, you should only be on a private network (at home) and not using public WiFi networks. 

[Ira5371]

But who hacked it? The guest? Airbnb support is claiming that we waved the fee for several days and when asked for proof they go silent now that message shows up? I doubt anybody hacked it. This is internal. Also the message is backdated to Wednesday. This is very serious, my account has my name ad surname and ID verified, they can add anything in those texts if they can manipulate like that

[Joan2709]

@Ira5371 

Agree this is serious. Your original post didn't mention details regarding "waiving a fee".

You'll have to continue to pursue this with Airbnb. Be sure to get a case number and refer to that in each communication. It's best to contact Airbnb after normal business hours these days. 

I would still change your password (good to do this anyway periodically anyway), while you continue to try to resolve.

[Ira5371]

Thank you very much. That is very painful

[Emilie]

Hi @Ira5371, 

I'm very sorry to hear you've been having some difficulties recently with the chat thread and the support that followed.

Have you managed to find out more now, following your post here and the advice received from other hosts?

Let us know how the situation evolves please!

Thanks, 

Emilie

[Ira5371]

Thank you for replying Emily! After many days of back and forth and hours spent on this my issue was kind of resolved. I think Airbnb needs to look into their cancellation and rebooking policy as it has many loopholes for individuals to take advantage of.  
Also there is no escalation route when unhappy with customer support and that should be top priority. 
thank you again 

Ira

[Helen3]

Hi @Ira5371 

that's great news .

To help your fellow hosts can you let us know how the situation was resolved and what steps you needed to take ?

[Ira5371]

I needed to contact them non stop for three days, wasted a lot of time, used all chanels possible to contact Airbnb until someone listened. I contacted them on instagram, facebook, their press relations email. Finally someone listened to me and my concerns, I received back the payout I was owed. 

[Joan2709]

@Ira5371 

Thank you for posting as this could really help other Hosts.

Can you tell us if the Airbnb Support Chat was indeed "fabricated"?

Can you advise what the loopholes were in the cancellation policies you mentioned, that were involved?