I have been a host on Airbnb for almost 4 years and in that time have bought some small rental units in a resort town to rent solely on Airbnb as up until now it was the best platform and generated the most bookings. A few days ago I tried to log into my account to find that it had been deactivated for no apparent reason. Shortly after, I received an email with the usual airbnb account termination paragraph stating that I had violated some term of theirs and a link to the TOA page which is 5 pages of rules long. I have only had good reviews and had hosted 300+ guests at my units, so there was no good reason I could think of why they would have done this to me. The least they can do in the situation is to offer you a reason so you can understand, and if necessary, defend your position. If that weren’t bad enough, Airbnb also went ahead and cancelled $15,000 of upcoming reservations with no warning. I had some of the booked guests frantically call and email me as Airbnb cancelling on them was screwing them out of their vacation as the town was sold out of hotels and other vacation rentals and their trip was just a few days away. I had to explain how I had nothing to do with this and express my apologies and told them to contact Airbnb and ask them to reinstate the booking. They said they tried and that Airbnb just gave them the run around and showed no sympathy for their situation, even though they (Airbnb) were the ones who caused it. We ended up working out something on the side otherwise their vacation including flights etc would have had to be cancelled. Airbnb did however let the current guests who were already in my units at the time of them closing my account stay but all of a sudden I could not communicate with the people occupying my property nor could they get in touch with me as my account was now closed. I complained to Airbnb saying by doing this it must be a violation of their own terms as denying communication to my guests and vice versa is not only dangerous but it is extremely poor customer service on their part. After 4 days I finally got a hold of the case manager assigned to my case and he apologized and said they screwed up and the situation was not handled correctly but they still were choosing to terminate my account anyway.

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“Suspension, Termination and Airbnb Account Cancellation – We may, in our discretion and without liability to you, with or without cause, with or without prior notice and at any time, decide to limit, suspend, deactivate or cancel your Airbnb Account. If we exercise our discretion under these Terms to do so, any or all of the following can occur with or without prior notice or explanation to you: (a) your Airbnb Account will be deactivated or suspended, your password will be disabled, and you will not be able to access the Site, Application, Services, your Airbnb Account, your Member Content, or receive assistance from Airbnb Customer Service, (b) any pending or accepted future bookings as either Host or Guest will be immediately terminated, (c) we may communicate to your Guests or Hosts that a potential or confirmed booking has been cancelled, (d) we may refund your Guests in full for any and all confirmed reservations, irrespective of preexisting cancellation policies, (e) we may contact your Guests to inform them about potential alternate Accommodations with other Hosts that may be available on the Site, Application and Services, and (f) you will not be entitled to any compensation for reservations or bookings (even if confirmed) that were cancelled as a result of a suspension, deactivation or termination of your Airbnb Account. You may cancel your Airbnb Account at any time via the “Cancel Account” feature of the Services or by sending us an email. Please note that if your Airbnb Account is cancelled, we do not have an obligation to delete or return to you any Content you have posted to the Site, Application and Services, including, but not limited to, any reviews or Feedback. I read somewhere that they sent someone an email saying they were canceling the account for her security, then no further info. Lame! Recently, my 5 star rating was stuck at a certain percent for more than a month. It did not go up or down. I figure out the the percent was too high. They would not explain it to me. I do not get why they could not just be honest. Now, it has gone up 2%, so I figure it got caught up. These people at airbnb make me very nervous. Suspension, Termination and Airbnb Account Cancellation We may, in our discretion and without liability to you, with or without cause, with or without prior notice and at any time, decide to limit, suspend, deactivate or cancel your Airbnb Account. If we exercise our discretion under these Terms to do so, any or all of the following can occur with or without prior notice or explanation to you: (a) your Airbnb Account will be deactivated or suspended, your password will be disabled, and you will not be able to access the Site, Application, Services, your Airbnb Account, your Member Content, or receive assistance from Airbnb Customer Service, (b) any pending or accepted future bookings as either Host or Guest will be immediately terminated, (c) we may communicate to your Guests or Hosts that a potential or confirmed booking has been cancelled, (d) we may refund your Guests in full for any and all confirmed reservations, irrespective of preexisting cancellation policies, (e) we may contact your Guests to inform them about potential alternate Accommodations with other Hosts that may be available on the Site, Application and Services, and (f) you will not be entitled to any compensation for reservations or bookings (even if confirmed) that were cancelled as a result of a suspension, deactivation or termination of your Airbnb Account. You may cancel your Airbnb Account at any time via the “Cancel Account” feature of the Services or by sending us an email. Please note that if your Airbnb Account is cancelled, we do not have an obligation to delete or return to you any Content you have posted to the Site, Application and Services, including, but not limited to, any reviews or Feedback.”

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