Victim of fraud on Airbnb - Help needed

LordLee

Hi all. Really could do with some good advice please.

I will try and sum up concisely...

A friend and I went through the process of booking an apartment in Brighton with Airbnb. We are both new to Airbnb. We found an apartment and communicated with the 'owner' through the Airbnb site system.

When it came to booking we received an Airbnb branded html email. With payment details. I forwarded the email to my friend who made payment... before i could stop him as I realised it was bank transfer details which seemed wrong to me.

Long story short... as soon as payment was made the Airbnb user disappeared from the Airbnb site. Removed his apartment and profile.

We felt so stupid. The email was so convincing. Fully branded and all links correctly heading back to the airbnb site.

I immediately contacted Airbnb and my friend contacted his bank to see if he could halt the payment.

This was two weeks ago and all I have had from Airbnb is apologies over the phone and referral to the appropriate team who deal with situations like this... but ONLY communicate via email. These emails have offered nothing more than an apology for my experience and then a referral to their terms and conditions, pointing out they state not to make offsite payments. Then a paragraph informing me this will be their last communication with the matter.

When someone signs up to put their property on Airbnb... there must be checks? They must have to give property details, addresses, ID, contact numbers? Airbnb have provided me with none of this!

They have washed their hands of the whole affair.

As for my friend... his bank are still 'seeing' what they can do' and have stated it maybe too late. Even though my friend contacted them within 12 hours.

I do realise we may have been naive. But Airbnb must take some responsibility? New users of their site could easily fall into this trap and the user has been allowed to advertise false details without proper investigation.

Does anyone know what rights I have or who i should complain to regarding Airbnb or my friend's bank?

Airbnb did say i should inform local authorities. But who? The police cannot do anything!

Help please!

hollydays

Would air b& b do something if you had a crime number

LordLee

I have no idea. I will try anything. But where would i obtain one? Do I call my local police station? The seller appears to be overseas from the information I have obtained myself.

hollydays

Speak to action fraud you can ring them

hollydays

http://www.actionfraud.police.uk

LordLee

hollydays wrote: »

http://www.actionfraud.police.uk

Thank you!!! Never heard of this site.

JReacher1

It's not really airbnb's fault you sent a bank transfer over someone. I've used them many times and they're very good but one of the main things about them is the safety as you don't pay the person directly.

im guessing the email you were sent was from a random email address so it's always sensible to check that before you do anything. If in doubt then always contact the company directly before making any payment.

Sorry for what happened though.

LordLee

JReacher1 wrote: »

It's not really airbnb's fault you sent a bank transfer over someone. I've used them many times and they're very good but one of the main things about them is the safety as you don't pay the person directly.

im guessing the email you were sent was from a random email address so it's always sensible to check that before you do anything. If in doubt then always contact the company directly before making any payment.

Sorry for what happened though.

the email was from express@bookings-airbnb.com so not random at all. in fact i'm surprised he obtained that domain.

i'm not saying it is airbnb's fault we booked offsite. but a little customer support and advice from the company who allowed the seller onto their website surely? it is like they hold themselves completely unaccountable for ANY of the properties, sellers or services they offer on their website.

[Deleted User]

I know its too late, but its always worth right clicking on a photo of something you are going to buy/pay money for and then click on 'search google for picture'. This can help you identify photos that are copied from other websites that are not anything to do with the advertiser i.e. they don't actually own the item/property, someone else does.

JReacher1

LordLee wrote: »

the email was from express@bookings-airbnb.com so not random at all. in fact i'm surprised he obtained that domain.

i'm not saying it is airbnb's fault we booked offsite. but a little customer support and advice from the company who allowed the seller onto their website surely? it is like they hold themselves completely unaccountable for ANY of the properties, sellers or services they offer on their website.

Are you sure it was from that email address? What they often do these sort of people is create an email address name of that but when you actually click on the email address is something random e.g. Hdiudn@hotmail.com. They can mask a fake email address with a master name over the top that looks legitimate.

The problem Airbnb have is that any platform like this is open to abuse. You'll get the same thing on eBay. This is why they put policies in place that say you should not make direct bank transfers to anyone.

The T's & C's on the site do say quite clearly don't do what you did. Apart from kicking the fraudster off the site I don't know what else they can do.

Another tip for Airbnb is only book places that have been booked before and have good reviews.

LordLee

I appreciate any help on here and the time it takes to reply. However i'm looking for advice on what to do NOW.

An error has been made and a fraudulent seller has scarpered with £647 or my friend's money. (As I say i did spot the curious payment options but it was too late.)

So i'm looking for advice on what could be done, if at all possible, to get any money back and to possibly bring this person to justice. (Also to make sure he does not do it to anyone else.)

As I stated before. He must have signed up and gone through some checks? If so Airbnb must have these? They are withholding them. To a criminal.