HELP!!!!!Airbnb asking me to provide documenatation to reinstate my account

[Ohso0]

Hi All, 

If anyone read this, can you please help me and I would really appreciated! 

I got an email from Airbnb Customer Service

Airbnb is committed to protecting the safety of our community. Our policies typically call for action against users that directly violate our standards and expectations. However, in certain limited instances, we believe it is necessary to take action against a user’s account based on their affiliation or shared attributes with a listing, user, property, or location that we have removed from our community.

We take privacy very seriously and cannot disclose specific information about the listing, user, property, or location that triggered this action. This affiliation may be with someone that you host with, someone that you mentioned on your account, or someone who we suspect may have access to your accommodation.

To reinstate your account, you are welcome to respond in writing with any information or documentation that you believe may assist us in determining that you are no longer associated with the listing, users, property, or location that triggered this action.

We appreciate your understanding of this matter and apologize for any disruption that this may cause.

I have no clue what documentation are they looking for and no idea why this is happening to me without any detail or direction. 

Did this happen to you? Please let me know what documentation did you provided to reinstate your account. 

Thank you so much for taking the time to read and help! 

[Emiel1]

@Ohso0 

quoted:

"However, in certain limited instances, we believe it is necessary to take action against a user’s account based on their affiliation or shared attributes with a listing, user, property, or location that we have removed from our community."

So you need to track what Airbnb is refferring at. So review all your relations and issues from the past and try to determine which one could be the worrying case.

Best regards,

Emiel 

[Alexandra316]

@Ohso0 I can't see your listings right now, but do you have a co-host? Is it possible that they've done something to enrage Airbnb? That would be the first place I'd look. 

[Mark116]

I don't know how a person is supposed to combat that kind of message?  We won't tell you who or what is the problem, but if you wish, you can provide 'documentation' to prove that the thing we won't tell you about is no longer an issue.  What  kind of organization operates like this, I mean, other than the secret police in totalitarian dystopias?

[Huma0]

@Mike-And-Jane0 

So very odd. I've not had the same message, but I'm still puzzled by my current interaction with CS, which goes something like this (I have highlighted the parts that make this so confusing):

CS: Hi Huma,Thank you for escalating your concern.This is X, the Support Ambassador from the Escalations team. I am just going through your case, and I sincerely apologize for this experience and inconvenience throughout the resolution process.I would like to let you know that your case has been escalated to the right department and I will make sure to assist you with the best of my abilities. Requesting you if you can give some more details to us regarding your concern so that I can investigate your concern and get back to you with a resolution.Appreciate your understanding !

ME: Hi X, thank you for your message. Can I just double check, are you referring to my query RE the Superhost bonus or something else. As I haven't heard from Airbnb support in a few weeks, I'm not 100% sure. Many thanks, Huma

CS: We usually work to reply all inquiries within a day, however (followed by apologies for delays caused by COVID-19)…You can share your issues with me, I will be more than happy to answer them and resolved them for you

CS: Just a friendly reminder, I’ll be on leaves for next 4 days.I’ll get back to you once I join office, please be assured of it. For an immediate assistance, you can always call (followed by some US numbers etc.)
Wish you a great week ahead and thank you so much for your understanding and cooperation with this.

ME: Hi X, thanks for the update, but I am still not sure which issue you are contacting me about. I have had to make several contacts to CS over the past few months but your message is not part of those other threads. Could you please clarify if it is about the Superhost bonus or about a booking or something else? If you can let me know, I can certainly provide you with more information. Many thanks, Huma.

CS: Hi Huma, I would request you to share all your queries, as I am not contacting you for any specific issue. You can share the information related to the any issue you are facing. Response Awaited !

ME: Hi X, sorry I am confused because your original message said you were contacting me about a case that I escalated? Do you know when this case was escalated? That would help me to identify what it was and let you know if it has been resolved or not. Many thanks, Huma

CS: Well, I see that you were not happy with a resolution that was provided to you. To be honest and transparent with you, as a Support Ambassador I would really like to help you with any query you would like to discuss. Please feel free to share your thoughts for any issue that you facing. Response Awaited !

CS: This is the follow-up response to the last message to know that you have received our response to your query.

[Mark116]

@Huma0  It really reads like some absurdist "onion' type of humor.  If I didn't know this was not only a real exchange but fairly typical, I would never believe it.  Before I came to this forum if someone showed me something like this or the ominous fix the problem we won't tell you about, I would have been sure such messages were fake.

[Mike-And-Jane0]

@Ohso0 The action could be related to your July 2020 review which was quite extreme but even so its a bit odd.

Typically, admittedly in the UK, money laundering is a reason for shutting down businesses with no warning from their banks. Also sanctions often cause problems - Are you of Iranian or Russian extraction?

I would write back and say that you have removed any co-hosts, corrected all issues mentioned in any negative reviews and ask nicely if they will re-instate your account. At the same time I would find another listing site 

[Chris232]

@Ohso0 

I think the July 2020 review by Sarah may be the cause of your problems

"This place have a lot of cosmetic improvements that makes you want to book it but don’t let that fool you. These are the many issues with the unit.

1- There are bedbugs(we found them on our first night there and had to cancel our stay there. It messed up the trip!

2- the refrigerator does not stay cold, and the freezer leaks.

3- the pipes under the sink are leaking, causing large puddles of water leading to the door

4- There is a water pocket in the wall of one of the bedrooms downstairs."

[Mark116]

@Mike-And-Jane0 I don't think so, the CS message talks about an 'affiliation' that is causing the problem,  not any kind of safety issue, and I don't think they would mysteriously delist a place just because 1 guest says the refrigerator leaks, and if it was bedbugs they would say so, they would demand a certificate from a pest company that certified no bed bugs.  This seems like something much stranger.

[Mike-And-Jane0]

@Mark116 You may well be right - @Ohso0 Did you vote for DonaldTrump? Perhaps thats the sort of affiliation Airbnb object to