My partner and I both have Airbnb accounts. About two weeks ago we were looking for a place to stay for the weekend in Scotland. We found one place we were interested in that said there was a fireplace, but it wasn’t shown in the pictures.
I sent a message to the host to ask if it was a wood burning fireplace or gas or a stove. Shortly afterwards or maybe the next day I went in to check for messages and I couldn’t get into the account. It kept putting up this message stating the following:
“We’ll get back to you shortly. Someone from our team will review the information you provided and follow up with you soon at [my email address].”
At first I didn’t think much about it, but then realized I couldn’t do anything. I couldn’t search or make reservations. I’d been blocked.
I was able to get into the help area and sent an email asking about the issue. That’s when they told me that they had cancelled my account. This is the second email they sent which is basically a duplicate of the first email. Both said the same thing: they don’t have to give a reason and their decision is final.
Thank you for contacting us about your concerns. After a thorough review, we have decided to uphold our original decision to remove you from the Airbnb community. We consider this decision final. Regarding your question, please refer to our previous email. In addition, we are not obligated to provide an explanation for the action taken against your account.
Unbelievable — I really don’t know what to do. The thing that is really aggravating is they will give no reason, which seems terribly unfair.
I swear we have always left every place we stay very neat and clean. We recycle where they make it available, we even make the beds and be sure to clean all the dishes before we leave. We have received and given good reviews and never had a complaint. We’ve never cancelled a reservation or not shown up. Payment is always as agreed.
We’ve used Airbnb for our trips and trips with friends all over Europe. There is absolutely no reason for them to take this action.
I’ve gone round in circles with their help pages, and with a phone number I found here. Their system disconnected me after going on and on about coronavirus. It mysteriously happened after I entered my contact phone and then confirmed the email they sent for identity confirmation.
I’ve never seen a company take their terms of agreement so seriously regarding they can basically do whatever they want with no regard for their clients. There’s no obligation to respond or provide any reason.
Since I’ve never had a reason to contact Airbnb directly, this is the first experience I’ve had with their behavior. I find it exasperating, disappointing and frankly the worst customer service I’ve ever encountered. It’s a terrible shame that the company can continue to rake in millions of dollars for basically providing only servers to match people to rentals. There certainly isn’t any customer service dollars spent out of that income.
I only wish there was some recourse for these situations. I wish there was a wider audience to hear about their behavior and business practices. I know nothing will come of this and I’ll try to use one of the other competitor sites found here as well. I appreciate that list.