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Tag Archives: airbnb account closed

Suspended as a Host and Guest Following AC Incident

Posted on November 16, 2021

We went to Todos Santos, Mexico to relax and unwind staying at an Airbnb. However, Airbnb turned that into the most stressful week of our lives.

We have a cabin on our property in British Columbia that my wife rents out on Airbnb. However, she has had her account suspended from Airbnb by the safety department. She has done nothing but be a role model for Airbnb and worked hard to make the cabin a success since 2014 with a rating of 4.9. She has a faithful clientele who are left wondering what has happened with her suspension. In fact, some people were evicted by Airbnb mid stay.

We have been wracking our brains to understand this “incident” that involves the Airbnb safety team that caused us to be permanently removed from the Airbnb site. We have spent hours on the phone and writing emails pleading with Airbnb staff to tell us explicitly what the “safety” issue was and we still don’t know. After piecing together various snippets of information we inferred that the incident relates to the fact that the air conditioner in the main bedroom of the house we rented in Mexico through Airbnb did not work when we arrived so we stayed in another room (called the studio) that had a functioning air conditioner. Evidently we weren’t supposed to stay in this room. Little did we know that she was she was renting it out separately on Airbnb but for some reason we were given a key.

We were not given any alternatives by the host so we decided to stay in this studio until the air conditioner was fixed. We told the host the situation and our plan that we were happy to move into the main house when the AC was fixed (which we did). I am sure she was not very happy with this as she lost some income but our options were limited. Why should we get a hotel room when we had already paid for our accommodation? We weren’t about to suffer in the heat (it was 86 degrees F).

Given that absolutely no solution was offered by the host, we stayed in the studio. The host could have immediately got on the case and arranged for a technician to fix it but instead she waited two days. We moved in to the main bedroom as soon as the AC was fixed after four days. If this is the incident, it is hardly a safety issue warranting suspension of an account and ruining people’s livelihoods, but it has.

But there’s more. The main bedroom air conditioner broke down again after a couple more days. The host does not live near Todos Santos and we had to be present to let the technician in for the three visits to the house that the technician made, totally messing up our day and our holiday. We refused to go through the same hassle having to stay around so we left, requesting a refund for the last three days. I have not heard from the host or Airbnb on this request. Instead we were suspended. Irate does not come close to describing our emotions.

Banishment From Airbnb Platform After Years of Service

Posted on July 29, 2021

My account from Airbnb goes back to a time years before COVID. A time when hosts were treated fairly, a time when accounts were handled by representatives from my own country. I was inexperienced back then and made rookie mistakes like allowing parties. I didn’t look at how local drug dealers and prostitutes used the property to benefit themselves. Twice I had damage done to the property where I had to file a police report.

Airbnb does not remember those times when I had to make sacrifices for them. Nor do they remember the over 70 five-star ratings and a 4.9 overall rating. When they shut down my account they looked at the present, an entitled guest that sought revenge because my external ring camera caught her breaking the rules. At least that was what I assumed. Airbnb never once gave me the reason for my suspension and eventual closure. How can you defend yourself if they hide behind their privacy policy?

What, when, where, who, or how was never answered after hours of waiting for an agent or when an agent did speak directly to me. We know the representatives that looked at my case are from China because they had to reach me at 11:00 PM local time and my Taiwanese girlfriend could communicate to her in Chinese better than she could communicate in English (we actually verified this by asking her).

My appeal was also one sided. An email from the department was forthcoming after so many unanswered calls, texts, and emails. Again no explanation was given, no investigation, and no evidence. I wrote to the CEO and several board members and pleaded to them that I am a disabled war veteran and this supplements my income in a large way. These snail mail letters went unanswered. They just don’t care that they stripped me of my future income and made me try to replace it through other means.

Brian Chesky, a person who makes over a hundred million a year and his millionaire executives could care less about a veteran who makes a minuscule amount. Shameful that they live in a country I protected and own a company I once worked exceptionally hard for.

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?

Banned by Airbnb for Fraudulent Activity

Posted on March 23, 2020

I used Airbnb for about five to six months before getting banned for fraudulent activity linked to a reservation. Now because I have not done anything like that, Airbnb would not tell me specifically what activity they are referring to. I’m looking for some assistance on who I can talk because they said that I cannot appeal this matter and it was their final decision.

I have a significant amount of credits — roughly $800 — in my account that I can’t use from previous stays, refunds, and referral credit. For the reservation they said the fraudulent activity was linked to, the host was a very nice guy. I was his first guest and he seemed really excited and happy to have be there. He sent a lot of messages to my Airbnb account. It was mostly greetings like “What’s up?”

Here’s the last email Airbnb sent me in regards to my second attempt requesting for more information on the fraudulent activity they banned me for. They won’t give me anything but a copy and paste of this email which I have already received.

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 won’t be able to assist you further with any account issues. We’ll contact you if anything changes in the future.

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.

Assaulted in an Airbnb and Banned for Life?

Posted on March 7, 2020

A few weeks ago, I was staying in an Airbnb with my partner (at the time) when he became violent to the point where I was scared for my life. This was the first time it had ever happened that he was violent. I tried to call the police in Mexico where it happened, but nobody came. I had to run away to keep him from finding me, because I wasn’t sure if he’d become violent again.

I called Airbnb and explained the situation. They were incredibly helpful and understanding and assisted me in leaving the apartment.

A few days later, they contacted me to tell me I was banned from Airbnb for life. I’m really not sure what happened. I don’t think my ex told them anything, but they’re saying I broke the safety terms and services. The Airbnb was under my name, and technically my guest broke the safety rules… but I was the victim.

I’m not sure how to proceed with this. I am trying to get in touch with the appeals agent but nobody is getting back to me. I haven’t seen my ex since I left. I got the Canadian police to warn him not to contact me. I tried to get a restraining order, but the courts say I have no case unless he tries to contact me; he hasn’t.

Does anyone have any advice for how to move forward and get my account back? This incident has scarred me in many ways, and I am furious that my being abused is blocking me from the freedom to travel.

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.

Guests and Airbnb Stealing from Good Hosts

Posted on January 27, 2020

I am keeping this short: I have had more than ten people come to my place saying it was great when they arrived, only to complain when they left, telling lies about my place being dirty, or messy. It is one of the most beautiful houses in the neighborhood. Truly outstanding.

Then Airbnb punished us hosts with penalties, account blocks and permanent suspensions as well as sometimes even giving back the money to the lying guests. I do not know who is more of a thief, Airbnb or the guests.

What is worse, they block accounts for no apparent reason, and don’t give you solutions or answers. Authoritative is not even descriptive of their unprofessionalism. I mean, if hundreds of guests are happy with my service and suddenly some of them say they want their money back… then they believe that? That’s outright stupid. Way to go, Airbnb.

All the money and effort we have put improving the house to be able to have sustainable self employment went down the drain. Thanks to Airbnb for being unhelpful, unprofessional and basically, robbers.

Airbnb must protect the host. We hosts are the ones risking our properties and even our safety. It is as stupid as it gets to protect a -5 feedback guest against a positive +200 Superhost. It’s not even a smart way to make money. Airbnb prefers quick, easy, dirty money. They really need some eyes on them to control such a dictatorial, abusive company.

Widow Abandoned by Airbnb over the Holidays

Posted on January 17, 2020

My sister was widowed in October 2019. I booked a trip on Airbnb for Christmas in Mexico so she would not have to spend Christmas alone or in town remembering her loss. We arrived, headed to the condo, rang the doorbell, and no one answered. I attempted to contact the host; I got no response.

I contacted Airbnb. They told me to go have lunch while they tried to reach the host; they would pay for it. Hours later, nothing. After numerous calls, and being hung up on, Airbnb emailed me saying the reservation had been cancelled and there was nothing they could do – I should request a refund.

The restaurant/bar we were “waiting” in was now to the point they were providing me free shots to help me cope. Not the best idea. My husband and I were abandoned in Mexico with a widowed diabetic sister who was now panicking, and my daughter and her boyfriend.

Hours later, my husband was able to get us hotel rooms: three different rooms, in three different buildings. Oh, and the cost? Over $5,000.00 My sister’s blood pressure had shot up, and her nose was bleeding everywhere in the hotel lobby. Airbnb continued the abuse; they called me to tell me a “case specialist” was looking at the case. What a joke. Again, they sent an email saying the case had been closed.

We were unable to spend Christmas morning together, forced to eat out every meal, and hung up on every time I called them. I posted a comment on their page. I once again got a “case specialist” who told me to save the receipts. I did, but why?

They refunded me $750 and cancelled my account. That is correct; they cancelled my account and said I could never rejoin. Over 18 glowing reviews. They also cancelled any pending reservations.

They abused us and left us in a foreign country at Christmas, claiming nothing was available. I took screenshots, from another account, of the places that were available. I was not able to book anything because they had my account frozen. It is time someone stops this abuse at the hands of Airbnb.

Why Airbnb is out of touch with the hosting experience

Posted on January 8, 2020

My husband and I were early adopters of Airbnb, having joined the platform in 2011. We hosted guests nearly every week of the year for eight years until December 2019, when we were banned from the platform.

The ban seemed to have been triggered by a same-day guest who left mid-day in the middle of a two-day reservation. My husband entered the unit with the guest’s permission to flip the circuit breaker twice during the guest’s day. My husband had met the guest earlier in the evening close to when they first arrived. He showed them the space and asked if they had questions. The entire interaction was cordial.

The rest of the story is quite strange. The day the guest left, I received a cryptic text from Airbnb asking if I would give the guest a refund. I inquired to the reason, and they said there was no particular reason. I had also asked if my account would be blocked. They said that my account would not be blocked. I said we could provide a 40 USD refund on a 190 USD stay for any inconvenience caused by the need to enter the unit with permission to flip the circuit breaker.

Within a day, I received a notice from the Airbnb security team that our listing was frozen. I called Airbnb and after a few strange beeps seemed to have reached someone in HQ who was a little out of it. They told me the guest indicated that we had entered the unit three times against their wishes or something to this effect. It was a strange conversation as the contact on the other end was so chill about the discussion; it sounded like he had just gone surfing. It was just a part of his job, but my entire livelihood was at stake.

I was then assigned to a safety team representative who told me to be ready for her call over 48 hours. I kept my ringer on high eagerly awaiting the call. It turns out she listed the wrong date and was out of the office for two days. We connected three days after the date she originally indicated. She spoke with me for 2-3 minutes tops. I felt like I was speaking with a high school student.

Another five or so days passed before we received a template message indicating that we can no longer host or stay with hosts on the Airbnb platform. We had 880 reviews as a host with additional reviews from our stays. I even use the platform for work and recommend it to hundreds of my graduate students.

I’m at odds with how this one incident ejected us from the platform after we formed so many connections. The process of being reviewed by Airbnb is emotionally excruciating for hosts. If you are a host, I highly encourage you to diversify your use of platforms. As we learned after nearly a decade of promoting and loving the platform, they can leave you in the dust over as much as one complaint.

The whole process has made me rethink my life and goals. I never want to be at the mercy of a corporation who carries too much power over our business. Can you imagine if your local coffee shop was shut down or suspended over one customer complaint? There is so much that happens in a business that involves people.

We had guests who had reserved through Airbnb (and were cancelled) reach out to me trying to stay. I felt so bad that they were impacted too. I’m not sure where Airbnb is headed. We could always be better hosts, but we didn’t become Superhosts without working very hard to meet clients’ needs.

We’ll probably never know what happened at Airbnb corporate or what was said about us by the guest. All we now know is that we have many questions about the future of Airbnb and the type of community they are trying to create. We also know they have little understanding of the experience hosts go through in the safety and review process.

Any guest could flag a host’s account and the host would be suspended for at least two weeks. Hosts should prepare themselves emotionally and financially for unnecessarily challenges in doing business self-inflicted by Airbnb’s organizational processes.

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