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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Fraud on Airb&b account - court action?

44 replies

Hurstlife · 04/08/2025 07:36

Can anyone give me advice? My phone and email were hacked about two months ago. It's been a nightmare. As they managed to hack both they managed to easily steal my identity and do all sorts of damage.

However my remaining issue is with accomodations I booked for 2 families on Airb&b. It was our only holiday this year and because it was to cover two families accomodations at half term is expensive and non refundable. The hackers got into my airb&b account and cancelled it. 24 hours later I realized and got in touch with the hosts. I have proof obviously of all of this. Despite the holiday being for Feb and the hosts still having the accomodation available they refuse to either reinstate the booking or refund me. Airb&b have automatically released the payment to them and it has been merrily relisted. I am getting nowhere with Airb&b support who just say 'we have asked the host to reinstate the booking and done all we can do'. I've tried the Airb&b resolution centre and I've received a message saying Airb&b are looking into it. Six weeks later and no update despite me chasing.

AIBU? Can I take them to the small claims court?

OP posts:
NaranjaDreams · 04/08/2025 08:00

I can’t see that you’ve got a case against Airbnb. You’d need to take the hackers to court. Airbnb did what someone logged into your account told them to do - cancelled the bookings.

Unless you have evidence that the hack was the fault of Airbnb, this won’t go anywhere. Given it was your phone and email hacked, sadly, the issue is on your side and there’s no liability.

Airbnb have no legal way to force the hosts to reinstate a booking, either. They could threaten to ban the properties if they didn’t, but the properties may just accept that - and it’d be a big move from Airbnb, which need to keep good properties on the side for people to book to earn money.

I am sorry. Do you have any idea who the hackers were? It seems oddly personal to cancel Airbnb bookings; and go to the effort of hacking your phone.

NB: I’m legally trained but this does not constitute legal advice.

BabyCatFace · 04/08/2025 08:03

Small claims court because the hosts don't want to take your booking? Of course not. It's shit luck but nobody can force a host to accept a booking and Airbnb aren't at fault and don't owe you any money. Sorry.

Barney16 · 04/08/2025 08:06

Do the hosts have your money but aren't honouring the booking? Is it the full amount or a deposit?

Overthebow · 04/08/2025 08:08

No if that’s their terms then no it’s not their fault.

addictedtotheflats · 04/08/2025 08:09

Can you not do a charge back on your card? We host airbnbs and we as hosts were actually victims of fraud as in our case the guest stayed but said we defrauded him and the bank honored the charge back (despite our stacks of evidence) we lost £1600.

BabyCatFace · 04/08/2025 08:10

Barney16 · 04/08/2025 08:06

Do the hosts have your money but aren't honouring the booking? Is it the full amount or a deposit?

I re read the OP and she hasn't been refunded.

OP I apologise for reading it wrong at first. Airbnb don't have to refund you for a cancelled booking but if you make a big fuss on social media they might do. It's very bad PR.

LemonPies · 04/08/2025 08:17

So, you booked two accommodations for half term, and they were cancelled by someone using your account.

The air bnb hosts have your money as it was non refundable.

From their point of view, someone has cancelled it. Presumably the people who cancelled it tried to get the money back. Thus putting the wind up the hosts. So now they don’t know who to believe about what so they are washing their hands of the situation. You must be able to see why.

As a last ditch attempt I’d email them a reasonable and calm email with a small amount of evidence that you have been hacked and try to appeal to their good nature. I think that’s your best chance .

PsychoHotSauce · 04/08/2025 08:26

NaranjaDreams · 04/08/2025 08:00

I can’t see that you’ve got a case against Airbnb. You’d need to take the hackers to court. Airbnb did what someone logged into your account told them to do - cancelled the bookings.

Unless you have evidence that the hack was the fault of Airbnb, this won’t go anywhere. Given it was your phone and email hacked, sadly, the issue is on your side and there’s no liability.

Airbnb have no legal way to force the hosts to reinstate a booking, either. They could threaten to ban the properties if they didn’t, but the properties may just accept that - and it’d be a big move from Airbnb, which need to keep good properties on the side for people to book to earn money.

I am sorry. Do you have any idea who the hackers were? It seems oddly personal to cancel Airbnb bookings; and go to the effort of hacking your phone.

NB: I’m legally trained but this does not constitute legal advice.

I reckon a clever lawyer could make a good case against the hosts.

The holiday isn't for 6 months, which is potentially unfair to have such a long period for no refunds. It should be in line with liquid damages for them not being able to rebook in time.

They've already relisted it which is evidence they are hoping to double up on their money with plenty of time to do it, rather than extend goodwill to the OP and either allow her to keep her booking or, if they were concerned about the hack, a refund to get rid of her.

Non refundable deposits have to be proportionate to loss incurred. With 6 months to get another booking, they haven't lost anything yet.

BabyCatFace · 04/08/2025 08:29

PsychoHotSauce · 04/08/2025 08:26

I reckon a clever lawyer could make a good case against the hosts.

The holiday isn't for 6 months, which is potentially unfair to have such a long period for no refunds. It should be in line with liquid damages for them not being able to rebook in time.

They've already relisted it which is evidence they are hoping to double up on their money with plenty of time to do it, rather than extend goodwill to the OP and either allow her to keep her booking or, if they were concerned about the hack, a refund to get rid of her.

Non refundable deposits have to be proportionate to loss incurred. With 6 months to get another booking, they haven't lost anything yet.

Show quote history

It's not even possible to set your refund policy to no refunds that far in advance. OP are you sure you've been denied a refund? That does seem to contravene Airbnb policy if it's that far in advance

luckylavender · 04/08/2025 08:33

NaranjaDreams · 04/08/2025 08:00

I can’t see that you’ve got a case against Airbnb. You’d need to take the hackers to court. Airbnb did what someone logged into your account told them to do - cancelled the bookings.

Unless you have evidence that the hack was the fault of Airbnb, this won’t go anywhere. Given it was your phone and email hacked, sadly, the issue is on your side and there’s no liability.

Airbnb have no legal way to force the hosts to reinstate a booking, either. They could threaten to ban the properties if they didn’t, but the properties may just accept that - and it’d be a big move from Airbnb, which need to keep good properties on the side for people to book to earn money.

I am sorry. Do you have any idea who the hackers were? It seems oddly personal to cancel Airbnb bookings; and go to the effort of hacking your phone.

NB: I’m legally trained but this does not constitute legal advice.

What a strange post. Of course the OP won’t know the hackers. And once they’ve hacked they will do untold damage because they can. Happened to my DS.
sorry this is happening to you OP

CommissarySushi · 04/08/2025 08:36

If I was the host, I would probably assume that it was some kind of scam and I wouldn't reinstate your booking either.

Original poster
Hurstlife · 04/08/2025 08:58

Barney16 · 04/08/2025 08:06

Do the hosts have your money but aren't honouring the booking? Is it the full amount or a deposit?

Yes took 100% and won't honour the booking

OP posts:
Original poster
Hurstlife · 04/08/2025 08:59

addictedtotheflats · 04/08/2025 08:09

Can you not do a charge back on your card? We host airbnbs and we as hosts were actually victims of fraud as in our case the guest stayed but said we defrauded him and the bank honored the charge back (despite our stacks of evidence) we lost £1600.

No because there was no fraud on the card. I authorized it as I made the booking :(

OP posts:
Original poster
Hurstlife · 04/08/2025 09:03

LemonPies · 04/08/2025 08:17

So, you booked two accommodations for half term, and they were cancelled by someone using your account.

The air bnb hosts have your money as it was non refundable.

From their point of view, someone has cancelled it. Presumably the people who cancelled it tried to get the money back. Thus putting the wind up the hosts. So now they don’t know who to believe about what so they are washing their hands of the situation. You must be able to see why.

As a last ditch attempt I’d email them a reasonable and calm email with a small amount of evidence that you have been hacked and try to appeal to their good nature. I think that’s your best chance .

Airb&b believe me, the hosts believe me. But they just prefer to double their money for the week. Unethical yes but presumably the extra £900 is worth it for them :(

OP posts:
Original poster
Hurstlife · 04/08/2025 09:07

CommissarySushi · 04/08/2025 08:36

If I was the host, I would probably assume that it was some kind of scam and I wouldn't reinstate your booking either.

Well then refund it surely!

OP posts:
OccasionalHope · 04/08/2025 09:09

Is there any chance they refunded it to the hackers? In which case they wouldn't have it either.

Havanananana · 04/08/2025 09:24

@Hurstlife "Yes took 100% and won't honour the booking"

@PsychoHotSauce "I reckon a clever lawyer could make a good case against the hosts.
The holiday isn't for 6 months, which is potentially unfair to have such a long period for no refunds. It should be in line with liquid damages for them not being able to rebook in time."

This is not how Airbnb works. The guests (in this case the OP) pay the money to Airbnb when they book, but the hosts don't receive the money until the day after the guests have checked in to the accommodation. At the moment the hosts don't have the money, and so are under no obligation to refund anything.

So where is the money? It should be held by Airbnb, who will refund the guests according to the cancellation policy of each property - there are various levels of cancellation terms, e.g. 50% refund if cancelled within a certain timescale before arrival, or zero refund if cancelled within 7 days of arrival. The OP should look at the terms of the accommodation that they've booked to see the conditions that apply to their booking. What might have happened of course is that the hackers have also intercepted or redirected the refund payment - i.e. Airbnb have refunded the applicable payment but instead of going to the OP, the payment has been sent to the hackers' account.

As for re-booking, the hosts will have received and approved the original booking request from the OP only for that booking to be cancelled. The cancellation is done through Airbnb and the host gets no insight into how, who or why the booking was cancelled. Now the OP is requesting another booking - which the host is understandably not going to accept, particularly if the half-term week is one that can be easily sold to someone else.

Original poster
Hurstlife · 04/08/2025 09:27

Havanananana · 04/08/2025 09:24

@Hurstlife "Yes took 100% and won't honour the booking"

@PsychoHotSauce "I reckon a clever lawyer could make a good case against the hosts.
The holiday isn't for 6 months, which is potentially unfair to have such a long period for no refunds. It should be in line with liquid damages for them not being able to rebook in time."

This is not how Airbnb works. The guests (in this case the OP) pay the money to Airbnb when they book, but the hosts don't receive the money until the day after the guests have checked in to the accommodation. At the moment the hosts don't have the money, and so are under no obligation to refund anything.

So where is the money? It should be held by Airbnb, who will refund the guests according to the cancellation policy of each property - there are various levels of cancellation terms, e.g. 50% refund if cancelled within a certain timescale before arrival, or zero refund if cancelled within 7 days of arrival. The OP should look at the terms of the accommodation that they've booked to see the conditions that apply to their booking. What might have happened of course is that the hackers have also intercepted or redirected the refund payment - i.e. Airbnb have refunded the applicable payment but instead of going to the OP, the payment has been sent to the hackers' account.

As for re-booking, the hosts will have received and approved the original booking request from the OP only for that booking to be cancelled. The cancellation is done through Airbnb and the host gets no insight into how, who or why the booking was cancelled. Now the OP is requesting another booking - which the host is understandably not going to accept, particularly if the half-term week is one that can be easily sold to someone else.

The payment was released to the host as soon as the cancellation came through for the full amount

OP posts:
Hellohelga · 04/08/2025 09:27

I let on Airbnb. They don’t release the payment to the owner until the day after the stay has started, so your money is still with Airbnb and your dispute is with them. The owner just saw a booking was made, then cancelled. I dont think they would be able to reinstate it from their side.

Also, on Airbnb you can’t set up a no refund policy. The strictest refund policy available is a full refund for cancellations made 30 days before the visit is due to start. So you are definitely entitled to a refund. They aren’t the fastest at resolving issues but six weeks is too long. Raise a formal complaint by following their complaints procedure and keep pursuing it. You will be reimbursed.

PsychoHotSauce · 04/08/2025 09:41

Havanananana · 04/08/2025 09:24

@Hurstlife "Yes took 100% and won't honour the booking"

@PsychoHotSauce "I reckon a clever lawyer could make a good case against the hosts.
The holiday isn't for 6 months, which is potentially unfair to have such a long period for no refunds. It should be in line with liquid damages for them not being able to rebook in time."

This is not how Airbnb works. The guests (in this case the OP) pay the money to Airbnb when they book, but the hosts don't receive the money until the day after the guests have checked in to the accommodation. At the moment the hosts don't have the money, and so are under no obligation to refund anything.

So where is the money? It should be held by Airbnb, who will refund the guests according to the cancellation policy of each property - there are various levels of cancellation terms, e.g. 50% refund if cancelled within a certain timescale before arrival, or zero refund if cancelled within 7 days of arrival. The OP should look at the terms of the accommodation that they've booked to see the conditions that apply to their booking. What might have happened of course is that the hackers have also intercepted or redirected the refund payment - i.e. Airbnb have refunded the applicable payment but instead of going to the OP, the payment has been sent to the hackers' account.

As for re-booking, the hosts will have received and approved the original booking request from the OP only for that booking to be cancelled. The cancellation is done through Airbnb and the host gets no insight into how, who or why the booking was cancelled. Now the OP is requesting another booking - which the host is understandably not going to accept, particularly if the half-term week is one that can be easily sold to someone else.

This is really interesting (I've never been an Air BnB host as you can probably tell Grin)

They refund to the original card only though - even if that card expires there's a process involved to get your money back. If they did somehow refund to a new and different card (in someone else's name!?) without so much as an ID check then they're liable in a whole new way. I don't think that's happened though...

"Refunds are issued to your original payment method
Refunds are issued to the original payment method that you used when you made the reservation. In many cases, you’ll notice both a payment charge and a separate refund amount on your payment method.

If your original payment method can’t be refunded
If your original payment method’s account has been closed, the refund sent by Airbnb won’t process. If this happens, you can contact your bank or financial institution to locate it. If you currently have an account with them, they may be able to transfer the refund to your new card or account. In some cases, they may send you a cheque for the refunded amount instead.
If you need to provide them with the refund details, you can contact Airbnb – we can provide you with the details, including a reference number that your bank or financial institution can use."

So as you say... Where is the money!?

UsingAMansNameInAWomensWorld · 04/08/2025 09:53

Have you tried the charge back? If you were hacked then you didn't authorise it...

Are you sure it went to the AirBnB host and not diverted?

I once had my Nintendo account hacked and someone managed to "buy" a £50 gift card for the Nintendo store via my PayPal. I reached out to both Nintendo and PayPal and it was refunded without question

Numsmetty · 04/08/2025 10:00

Airbnb do have a non refundable option on some properties. The hosts will still not see any actual money until the date of your cancelled stay as that is still when Airbnb release payment. However if there is a request for a refund, Airbnb will direct the guests to the hosts who can choose to refund or not. At the end of the day however, it is a non refundable option and as such provides security for the host whilst costing the guests less than the regular charge. Hosts get many requests for non refundable bookings to get refunded by people who didn’t read the terms and conditions properly. I don’t think your issue is with Airbnb but with the scammers and the fraudulent cancellation. Very sorry to hear about it, hope you find some kind of resolution. I would not go down the road of threatening the hosts though, as if it was the non refundable option then I believe that they are not actually doing anything that they are not allowed to do.

BabyCatFace · 04/08/2025 10:00

Hurstlife · 04/08/2025 09:27

The payment was released to the host as soon as the cancellation came through for the full amount

Show quote history

That's not possible
Airbnb hold the money

Havanananana · 04/08/2025 11:10

My guess is that the hackers have somehow intercepted the refund payment. They didn't hack the OP's phone in order to bugger up her Airbnb booking - they hacked it in order to get control of payments such as the £900 Airbnb booking that they could then hoover up.

Having said that, Airbnb should be able to trace where they've sent the refund, and if it has indeed been procesed and sent to the hackers' account, Airbnb should be explaining how this happened, given that it is against their policy (and against good practice) of only refunding to the original payment account - and they should be refunding the OP. The whole point of using a booking platform such as Airbnb is that it offers security to both the guests and the hosts - security for which Airbnb charge both parties a significant commission.

Original poster
Hurstlife · 04/08/2025 11:42

This is all very informative. So the support team said the hosts had the money. It's a nightmare. I've been in touch with them so many times... Everytime they open a new ticket and I have to explain the whole thing all over again. The latest is they have deleted all our conversations so I don't even have proof of the previous chats. There doesn't appear to be a formal complaint system bar via their support chat function. Apparently my issue has been 'escalated: but I never hear anything more... No timescales! Lots of 'I am so sorry' responses in broken English from the South African support center!

OP posts: