Air Bnb is urging me to pay via 3rd party app [Cleveland, Ohio]
Good night
I booked a 3 night stay in Cleveland. In the listing, it says the host uses a 3rd party site for screening and reservation. It also says they charge a standard security deposit or damage waiver. I figured this would be through Airbnb as I have seen others do this.
Today, I get a link for a 3rd party app, and not only are they asking for ID and other details. It's asking me to pay through the app and not Airbnb. I reach out to the host and ask if this can be done through Air bnb as I am not comfortable using a 3rd party app. They refused and said the app is vetted by Airbnb, but I can't find evidence of this. They won't allow me to check in even though I have provided my ID and verified through the app. They won't do the payment through Airbnb either
I reached out to Airbnb customer support, and they are instructing me to go ahead and use the 3rd party site. Even though the policy online says not to. Customer support also refuses to assist with a refund as they are claiming that some cost are allowed to charge a security deposit and that since they claimed they charged one in the reservations they are not going to intervene. Yet they can't tell me what allows some host to do this and others aren't. They also can't tell me what 3rd party site is allowed or what happens when I use this site and can't get my money back.
So I am in the city and stuck between losing my money, paying to a unverified app, or paying for a hotel. Is this new, and have anyone else encountered this?
Edit: I have called Airbnb using the official number. The support agent says some hosts are allowed to collect a security deposit but can't tell me which ones are allowed and which ones are not. She was actually instructing me to go ahead and use the 3rd party app (which is scary). When I said I won't, she said they cant assist with a refund since the host indicated that they charged a deposit are are following the cancelation policy of the host. She didn't answer my question on why they are allowing this one host to use Suite app for payments or when their policy changed. I have asked for an escalation to a supervisor, so I am waiting for them to call me back. ☹️ I also got a hotel.