I am emailing out of desperation and despair. I have travelled full time for the last two years and have spent a lot of that time living in Airbnbs. I have always received five-star reviews, have never had a complaint or caused any problems.
I travel as a single parent with my two children ages 1 and 9. I recently rented an apartment in Cancun for myself, my children, and my sister. My youngest child’s father (my ex-partner) visited my son for two consecutive days (staying at a nearby hostel).
On the second day there was an altercation between my ex and myself whereby I was assaulted outside a cafe in the town. Staff called the police and they attended the scene. They took away my ex-partner.
Later that day he came to my Airbnb wanting to talk. I refused. He came back later that night and when I would not let him in, he trespassed into the garden of my Airbnb. My host had a camera and saw these events. I called the host who — with my agreement — called the police in Mexico (I tried but I speak no Spanish).
The police arrived and asked me to sign a form which allowed them to arrest him and detain him for 36 hours. I did so. I explained to my host that I didn’t want to bring trouble to his home and offered to leave. He declined. He was friendly and appeared understanding.
Airbnb was informed of the trouble and they immediately asked me to leave. They would not accept that I was merely the victim and said that I had put the home at risk despite my ex not even being a guest. Asking me to leave without notice with two young children was unacceptable.
After two days I found an alternative hotel and left one day before my reservation expired. I have made copious calls and sent emails to Airbnb since and all I am told is that I have breached policy and that trust and safety have made the decision final to terminate my account.
I went to the British embassy in distress and they offered to speak to Airbnb to explain that I was a victim and that I had protected the home (please note there was no damage to the home). The police also offered to speak with them but Airbnb would not consider either.
Can you help me? If you look at my reviews you may see that my case at least deserves an investigation. Ironically my ex still had his account intact. I have enjoyed and relied on Airbnb for two years and feel as though I am being discriminated against for being the victim of a crime.
I beg you to look into this matter. I’m currently on my last night in a hotel in Mexico. I have always relied on Airbnb as I move every 1-3 months. Now I can’t find a place to go as I can’t continue to live in hotels. Tomorrow my two children and I have nowhere to go.