How scammers still lurk on Big Tech platforms like Airbnb

Daily Maverick

a day ago

A new book Delusive Speech in the Sharing Economy uses Airbnb as its main case study to delve into the ways scammers with criminal intent deceive people.
Big Tech sharing economy platforms like Airbnb and Uber are marketed as trustworthy, but a new book by a South African media scholar argues that they are highly vulnerable to scammers who spread delusive speech (a form of disinformation, designed to deceive by criminal intent). Julie Reid draws from first-hand accounts and more than 600 cases from around the world of victims lured into scams or physical danger by fake Airbnb reviews and listings, providing a detailed case study. She answers five questions about her book.
How do the scams work?
Airbnb is the world's largest accommodation-sharing platform. It connects property owners who want to rent out their homes with travellers looking for alternatives to traditional hotels. The company recently expanded its offering and now facilitates the booking of other services such as personal trainers or caterers along with accommodation rentals.
Airbnb scams happen in several ways. The most obvious is the phantom listing scam. The scammer constructs a fake but attractive listing on Airbnb and accepts payments from unsuspecting guests. It's only when guests arrive at the address that they discover the property doesn't exist. Scammers have also learnt to navigate around Airbnb's review system. Fake positive reviews are produced by scam host networks, making them appear to be authentic.
Bait-and-switch scams are also common. Here the scam 'host' contacts the guest on check-in day claiming the reserved property is suddenly unavailable. They offer alternative accommodation, which the guest later discovers is not as good as the original property they've paid for (which is often fictional). The guest pays for a premium rental but is forced to stay in a property that might be unsafe, unclean or missing amenities.
Scam hosts use misleading, plagiarised or AI-generated property images and fake descriptions along with fake personal profiles and aliases. Delusive tactics also redirect guests away from the secure Airbnb payment portal to alternative payment methods. The scammer disappears with the money.
But the danger isn't limited to financial crimes. The platform's business model is premised on staying in a stranger's private property, which can put guests' personal safety at risk. Criminal hosts can lure targets into dangerous environments. Once checked in, guests are isolated from public view, housed in a property to which the host has access.
I've assessed multiple cases where Airbnb guests were assaulted, robbed with no signs of forced entry, raped, murdered, made victims of sexploitation, extortion or human trafficking, or held hostage.
How does the disinformation work?
I consider delusive speech a subset of disinformation because it presents intentionally misleading content at scale. But it differs from disinformation in its intentions. It isn't done to promote a particular cause or gain ideological, military or political advantage. Delusive speech is motivated purely by criminal intent or nefarious financial gain.
Delusive speech works by hiding in plain sight on platforms we think we can trust, such as Airbnb, Booking.com, Uber and others. Often, it's indistinguishable from honest and genuine content. When users browse Airbnb listings for holiday accommodation, they're presented with numerous options. A fake property listing looks, sounds and feels exactly the same as a genuine one.
This happens on a platform that has built its brand narrative around the concept of trust. Scammers exploit these digital contexts of pre-established trust.
When users log on to popular e-commerce or sharing economy platforms, they're already primed to pay for something. It becomes relatively easy for scammers to delude targets into parting with their money.
What can Airbnb do about it?
Airbnb already has several trust and safety mechanisms in place. They include rapid response teams, an expert Trust and Safety Advisory Coalition and travel insurance for guests. The company claims to be trying to stop fake listings with machine learning technology.
Sadly, none of these mechanisms works perfectly. Airbnb promises to verify properties and host identities, but my analysis exposes flaws in these systems. Scammers easily bypass verification tiers through aliases, forged documents and AI-generated material. Airbnb has admitted it needs to address the failures of its verification processes.
My analysis uncovered how scammed guests are routinely denied the opportunity to post reviews of problematic rentals. Opaque terms of service and content policies allow Airbnb customer service agents and executives to justify censoring negative but honest guest reviews.
This means dangerous and fraudulent activity goes publicly unreported and unreviewed, leaving future guests vulnerable. I argue that Airbnb's review curation mechanisms should be revamped according to internationally recognised human rights frameworks that protect freedom of speech. This would allow for more honest accounts of guest experiences and create a safer online environment.
Perhaps the most common complaint I encountered was that Airbnb doesn't remove offending listings from its platform, even after a scammed guest provides evidence that the listing was posted by a fraudster. Airbnb must develop an urgent protocol for swiftly removing offending listings when discovered to protect future guests from falling victim to the same scam trap.
What can users do to protect themselves?
Travellers can protect themselves by being extra cautious. Ask around. Seek recommendations from people you know and trust, and who can verify that the property you are booking actually exists and the host is trustworthy.
If that isn't an option, consider an established hotel instead, but book directly with the hotel and not via third party sites such as Booking.com, where listings can easily be faked. Check on Google Street View to make sure the property is where it claims to be.
Either way, have a plan B in case things go wrong. Prepare ahead of your trip by deciding what you will do if you find yourself in an unsafe situation. And always, always buy travel insurance.
Is it part of a bigger problem?
I assess several digitally initiated scam categories in this book. Although my main case study focused on Airbnb, the problem of delusive speech online isn't unique to this platform. Delusive speech is now carried by all major tech platforms integral to everyday life.
In the book, I also highlight how scammers operate in every corner of the internet, including dating apps such as Grindr, Tinder and Hinge; ride-sharing services like Uber, Lyft and Bolt; travel sites like Booking.com and Hotels.com; and social media platforms such as Facebook, Instagram and YouTube, among others.
I hope that these examples will boost awareness of the risks of using these apps and sites. DM
First published by The Conversation.
Julie Reid is a professor at the University of South Africa.