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Tag Archives: airbnb account cancelled

My Account was Suspended then Cancelled without Notice

Posted on July 14, 2022

My current Airbnb guest arrived and he wasn’t the person in the profile picture who booked the house. The next day another car pulled up with two extra guests bringing the total to ten people in a three-bedroom house. I complained to the guest who immediately verbally attacked me so suggested he call Airbnb to sort it out and find alternate accommodations for them.

He did ring Airbnb and told them I entered the property illegally, which was untrue. After sending all the information they asked for — including photos of the guests proving the ID was fraudulent — my account was suspended without notice. Tonight my account was cancelled after five years with over 200 five-star reviews and Superhost status. I still do not know why.

The guests are still here but my account is cancelled and Airbnb will not give me any information only that my account is cancelled and I will never be able to open another account again. I had bookings in two properties up until October, all cancelled.

Has anyone else been through this? How did they handle it?

Airbnb Account Suspended Without Notice

Posted on December 29, 2020

We have three different properties and are Superhosts with 250+ reviews. We started on Airbnb three years ago and have added a new property each year. This morning we woke up to guests blowing us up wondering why we cancelled their reservations. We came to find out with our own research that we had been suspended.

Airbnb has not notified us in any was as to why. They just cancelled all our reservations and refunded the money to the guests telling them they need to rebook with someone else. When we called to see what happened we were informed that the trust group who suspended us will reach out to us in the future. They do not know why we were suspended and that our only option is to wait until someone reaches out to us.

They even cancelled and refunded three active reservations, so people are staying in houses for free. Saying I am so frustrated isn’t close to describing what I am going through. Does anyone have any advice on what to do now other than wait until they get back with me?

Airbnb Cancelled my Account for no Reason

Posted on March 12, 2020

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.

Nowhere to Go After Crime at Airbnb in Mexico

Posted on February 28, 2020

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.

Deactivated by Airbnb without Notification

Posted on September 29, 2019

Since July 21, my Washington DC Airbnb unit has become invisible to prospective guests. Airbnb contacted me about updating my host information using a government-accredited ID. I hesitated to do so and was locked out of my account until I did as requested. From that date on, my unit has not shown up in any searches for DC accommodations.

My co-host and I have been in touch constantly since the problem was discovered. Airbnb first asked why I had deactivated my account (I had not). I checked my status; all was in order. The Airbnb support staff finally agreed it was a problem at their end and tech staff would provide a remedy.

No such luck. The case was called closed without a resolution. I have been pushed around to various folks using their automated system. It has been over 60 days since my place was seen by prospective guests. We had been occupied on average 20 days a month before this snafu with a good stream of income, which is necessary to help pay the mortgage.

We have some possible long-term renters in the wings but I would prefer a quicker resolution to my problem by Airbnb along with a real explanation as to how this happened, a guarantee of it not happening again, and some kind of compensation for lost revenue due to their incompetence in not swiftly and efficiently resolving this problem.

This is How Airbnb Treats its Oldest Users

Posted on September 16, 2019

I am one of the oldest users on the Airbnb platform. I have been using it since it started. I am not going to lie, it helped me a lot. It changed my life in many ways. I used the referral program and sent many invitations to my friends and managed to earn around $500 in referral credit.

Yesterday while in Paris, at the end of my Eurotrip, I lost access to my account. I received an email saying I was probably hacked. I was like “okay, just fix it as soon as you can.”

They kept me locked until 3:00 AM the next day and sent me a message in Chinese saying that I can now book… at fricking 3:00 AM. The next day, I tried to contact hosts to book something; the messages could not be sent. I talked to seven support agents on the phone. No one gave me an answer or had a clue what was going on. They said “wait an hour – our system is jammed.”

I waited the whole day. I started tweeting about it. They responded to my tweets with their automatic replies. At 9:00 PM I received an email from the security team saying that I was removed from the platform and that Airbnb doesn’t need to tell me why.

In other words, I can go f&%k myself because I’m not owed an explanation. I counted on that referral credit because I am a student, still broke. I ended up spending two nights at the bus station. I will not let this slide, Airbnb. I am posting this in all of my social media platforms: Reddit, YouTube, Facebook… you name it. Airbnb, shame on you.

Banned When the Case had Nothing to do with me

Posted on August 29, 2019

I live in NY and have been a Superhost for almost three years with a large number of glowing reviews. About a month ago I got a phone call that my mother had had a major stroke and I rushed back to Australia to be with her.

During my time away I asked another Superhost friend to stay at my place to look after it while I was away. A guest who also lives in New York and had no reviews booked two nights seven days before her stay. After her visit she opened a dispute. They never told us what it was about. However, to paint a little picture of her, she brought a drug dealer into the apartment and smoked weed with a friend she brought over without asking.

This morning I woke up to find they’d cancelled all my bookings and banned me and my friend from Airbnb, which was a major loss of income. Of course, Airbnb is not letting me talk to anyone and gave me the standard “The decision to remove you from the Airbnb community was made after gathering and carefully reviewing all related documentation and communication from the parties involved. We consider this decision final.”

…despite the fact that I’m currently in Australia and never met her or spoke with her. Way to give a huge dose of anxiety.

Waited Four Years for Airbnb to Steal my Money

Posted on August 29, 2019

I made a reservation for a cottage property four years ago. After the stay, we got charged $500 for apparently “breaking” the property’s hot tub and TV. Their proof was pictures that the hosts apparently sent them. Airbnb did not even try to ask us to verify if those pictures were even taken right after our stay, nor did they ask us anything at all. Instead, they immediately  deactivated my account along with all of my friends who stayed at the cottage for four years.

Now, four years later, I went onto Airbnb and noticed my account was reactivated. I decided to give them one more chance, and booked a stay in Vancouver. I got charged on my credit card and received a confirmation email and a receipt for my stay.

The next day, I went onto my account and it was again deactivated. Not only that, but they have taken my money and literally just deactivated my account. There is no way of contacting them at all as they keep saying I will be emailed shortly; that never happened. I called them twice but only found the number through this website because they will do anything to hide their customer service.

Once I talked to them, they said my money is in a safe and secure place. A safe and secure place that is not my bank account?

They said they couldn’t do anything or transfer me to a manager but instead I should wait for an email and said I would be refunded in about 15 days once they accept the refund. Then another lady said my account is going through a technical issue. I just don’t understand, they change their story every time I call. Needless to say… I am still waiting for my refund.

Possible Resources for Use after Airbnb Account Deactivated

Posted on August 11, 2019

My account was deactivated on August 5th with no reason cited. My work requires a thorough background check, so I figured the deactivation was some sort of glitch in the system. At the very least, I was phished due to some sort of security breach as I had deleted two expired credit cards and added a current card while making my reservation.

Airbnb customer service initially appeared to prove helpful, checking to ascertain my case had been placed in the review process. The Airbnb review proved to be an authoritarian process with no appeals process. Airbnb cited exercising discretion under their Terms of Service to disable my account. The company cited having no obligation to provide action taken on my account.

I did want to refer to all of this in a December 2018 YouTube video detailing a dispute process available at that date. Apparently, Airbnb utilizes SafeDecision API, a product offered by Inflection Risk Solutions, LLC, a firm which provided information to make the determination to deactivate the videographer’s account. The address and contact information will follow this post.

This third party details any criminal background that may have been used in the deactivation. As in the case of the videographer, he had no criminal background and went through a process to reinstate his account (which proved successful). Under the Fair Credit Reporting Act, anyone has the right to access such a report and have a 60-day timeline to file a dispute against whatever might be inaccurately be indicated on the report or to determine if the report used was in fact, you at all.

My feeling is Airbnb is no longer citing reasons for deactivation because of inaccuracies reflected in reports used to deactivate accounts. Complaints researched via the Internet indicate accounts deactivated for minor offenses, including traffic offenses. Also, in one case of a married couple, the husband’s account was deactivated and following his wife’s attempt to book under her account, her account was deactivated. In my opinion, this is a severe overreach case of collateral damage on the part of Airbnb.

I’m not even certain it’s legal, but who knows, as no reason is given for deactivation. I was not told of the reason for the account deactivation and since the airing of the above YouTube video, no reasons are provided to guests or hosts for deactivation by Airbnb; however, I plan to move through the above process to see what I can find out and register mail all results to Aisling Hassell (Trust and Security Airbnb) and Brian Chesky (CEO Airbnb). I’ll post updates.

Keep in mind Airbnb did not provide me with the Inflection Risk Solutions, LLC information. I credit (and thank) the YouTube videographer regarding the Account Deactivation video for making this information public. Inflection Risk Solutions, LLC was most kind in providing my background report on the same day as my email request for a copy of my report.

Two emails were received directly from the company: the first indicating a copy of the report had been emailed to me and second, the actual report. A link is provided asking for my name, email and date of birth before accessing the report.

While on the site, in addition to reading the results of the “background check Airbnb ran” on me, a dispute for investigation can be filed regarding incorrect information on the report as well as getting help on any additional question. My report was clear in the all areas: National Criminal Records Search, Sex Offender List Search and Global Watch List Search. If the report documented an area of dispute, an “Upload Documents” page allows documents to be made accessible to the Inflection SafeDecision API Support Team.

These documents typically include files that support dispute and special consent forms. For those who believe the information in the results is inaccurate, a link is provided to file a dispute. I would add that the Inflection email cover letter accompanying my report indicated “as part of your membership with Airbnb, you provided written instructions for Airbnb to run a background check on you to determine your eligibility to use its platform.”

I can only imagine my written instructions were included within the Terms updated by Airbnb. I also obtained online a copy of my free credit report via the annualcreditreport.com website jointly operated by the three major U.S. credit reporting agencies: Equifax, Experian, and TransUnion. You will have to provide the last 4 digits of your social security number, but not the entire number. This report reflected a good financial record.

With all this information, I contacted the case manager associated with the deactivation of my Airbnb account and attached the Inflection background check (I did not provide my credit report). As trust and security is not an issue, I requested my Airbnb account be reactivated. I also have a running message with customer service on the Airbnb Facebook page. I was able to attach the Inflection report to the message. At the very least, I know (and knew) the error was on Airbnb. Stay tuned.

Superhost Account Removed for “Security Reasons”

Posted on May 30, 2019

I am a Superhost in Dorset UK. My account has been locked for security reasons by Airbnb but I have not received correspondence as to the reason. I can not access my account to communicate with guests. My listing showing the room and details has been removed from the Airbnb website. I got an automated email from Airbnb saying I should reset my password. I followed the instructions and got a code to enter with the new password, but this was not accepted as Airbnb rejected my mobile number and email as not recognised. This conflicts with their security message because they have sent five emails to me directing me to online help, which I cannot access because my account is locked. Please help me and other hosts and guests affected and clear this technical glitch.

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