I have stayed at many Airbnb properties in both the U.S. and Europe over the past several years, and have always received great reviews. That being said, I am incredibly frustrated by my experience in being banned with no clear explanation.
After recently trying to book a stay, I was asked to upload my ID — a newly issued drivers license — which I did, and it said then said it was approved. After requesting a booking for my honeymoon, I was locked out of my account.
They seemed to think I was attempting to log in from a new computer at first, and sent me a two-step authentication code, which I entered. Now my account has been deactivated, and I’ve received correspondence from Airbnb with a vague claim that my account may be associated with fraud. They say this decision is considered final, and I cannot seem to get anyone to explain what they think happened.
I reached out for an appeal, and they said that after reviewing all related documentation between me and the involved parties that the decision is final and they reserve the right to make these sorts of determinations without providing any sort of explanation.
What correspondence? The only recent correspondence I had was requesting the stay for my honeymoon, which made me think maybe a homophobic host reported me for some reason? Or do they think my newly issued ID is a fake? Did someone hack my account and try to make reservations with a bad credit card?
This is incredibly frustrating because if the allegation is fraud, then it does directly concern me and I would like to know if I need to cancel any of my credit cards or speak to my financial institution. Am I not entitled to information pertaining to alleged fraudulent activity involving myself?
I have called customer service twice, and they say they cannot transfer me to a manager but that they can ask for one to reach out via email. I am getting stonewalled by them and it is causing me tremendous anxiety wondering what they think I misrepresented. Does anyone have a similar experience or any advice on getting through effectively to a reasonable person?