I wish I could say what the hell caused this but no one at Airbnb has responded. I booked travel plans for one night in a pet-friendly accommodation. It turned out it wasn’t pet friendly, so I cancelled. I then received a message saying Airbnb will keep the booking fee. I submitted an objection to this policy and the customer service rep honoured this, confirming by email they would refund it to my PayPal account. It seemed all was okay, so I found another booking. As I paid, I noticed my PayPal balance was too low. I have my credit card linked to PayPal and payment was taken through PayPal. I then received a message saying the booking was cancelled and my account has been locked. So one of these issues has caused my account to be locked.
This was on October 19th! So despite having guests booked to stay with us as hosts, which they seem to honour, I can’t access my Airbnb. I’ve emailed the customer service person to whom I originally spoke and he didn’t reply. The IT department hasn’t responded and the only response I have had is when I complained directly to their Facebook Page. I have people coming over Christmas and I can’t see my account at all. Just woefully dismal service and no ability to manage situations as they arise. If the booking is straight forward it works, but their customer handling system collapses whenever anything out of the ordinary happens. Wishing there was somewhere else to advertise our homestay.