On February 8th I noticed I couldn’t log in to Airbnb. It said my account had been locked and I should send an email to firstname.lastname@example.org. That’s what I did because I wanted to know what happened. We’ve been on Airbnb for seven years, and hosted for 3-4 years with 4- and 5-star reviews and more than 150 happy guests. There was no answer to my emails. I wrote again and again – nothing. I phoned on February 13th and was told my case had been sent to the “Trust and Safety Department”. I asked for a written confirmation and received the following:
Hello Caroline & Jérôme, We’re currently forwarding you to the correct department to make sure you receive a prompt and proper response. If you have any details to add or update, please let us know by responding directly to this email. If this is an emergency or you feel your personal safety is threatened, contact the local police or emergency services immediately.
I emailed again a week later – nothing. I phoned again on March 7th – same answer. Why on earth has our account been locked? Why didn’t they notice us? Even our next reservation in London is locked; we cannot use Airbnb, even as travelers.