DEAR TRAVEL TROUBLESHOOTER: I attempted to guide a trip rental by means of Airbnb whereas we had been touring in Spain. I acquired a notification that my Airbnb account had been closed.
I emailed Airbnb to seek out out why. In response, Airbnb mentioned it “regretted” informing me that it might be unable to assist my account. It mentioned it had exercised its discretion below its phrases of service to disable my account.
I don’t know why my account has been closed. I final rented a property by means of Airbnb in Switzerland in 2018. I acquired a really optimistic overview from the proprietor after the keep. I’m dumbfounded.
I additionally had my lawyer mail a letter to Airbnb in an effort to grasp why this occurred. Thus far, he has not acquired a reply. Are you able to assist me get my Airbnb account reopened?
— Laurel Moad, St. Charles, Unwell.
ANSWER: You’re kidding, proper? I assumed we had handled the final “Airbnb closed my account” case a number of weeks in the past. However no.
Right here’s the factor: Airbnb, like some other enterprise, can shut your account if you happen to’ve violated its phrases. It might be useful if the corporate advised you which ones phrases you violated, however it mentioned nothing. That’s actually irritating, and it’s not a accountable method to deal with an account closure.
Airbnb can shut your account if you happen to’ve “materially breached” its phrases. What’s a fabric breach? It will possibly embrace violating its cost phrases, insurance policies or requirements or relevant legal guidelines, laws or third get together rights. Airbnb can also reduce you unfastened to guard the non-public security or property of Airbnb, its members or third events.
The discover you acquired from Airbnb is a regular termination discover. Nevertheless it’s so imprecise that you simply would possibly by no means know why the rental website made its choice to shut your account.
I’ve acquired lots of these instances, together with from Anthony Klockenbrink, Chiaka Aribeana and Robert Jackson, which I lined on this column.
Airbnb ought to have given you a fast and frank reply about your suspension and provided a method to repair it. You might have appealed your case to an government at Airbnb. I record the names, numbers and e mail addresses of Airbnb’s customer support managers on my client advocacy website at www.elliott.org/company-contacts/airbnb/.
Past that, I feel Airbnb must cease closing accounts with out being ready to supply a purpose for the banning. I assist an organization’s proper to shut the account of an abusive buyer. However you had been a mannequin renter. You shouldn’t be on anybody’s blacklist, particularly Airbnb’s.
I can solely speculate that the corporate has automated a few of its techniques to flag suspicious accounts and ban them. The algorithm might have some adjustment if it’s flagging individuals such as you. It at all times helps to have a human concerned in delicate issues like closing buyer accounts. So Airbnb, if you happen to’re studying this — free recommendation!
I contacted Airbnb in your behalf. You acquired an e mail from Airbnb that it reactivated your account. No clarification as to why. I’m not stunned.