Hi everyone,
We run as a non profit different experiences on airbnb and we have many guests coming though our website. Sometimes they ask us if they should come directly or reserve through airbnb (as we provide the links on our websites) and we always tell them to use Airbnb as this makes us sure that there is a commitment and we have everything clear in one calendar.
We recently have someone who contacted us through our website saying that he wanted to use an Airbnb vaucher that was about to expire and wanted to support our project paying way more then our initial price. So we listed one experience for him with a much higher price that corresponded to the vaucher and the guest made the reservation.
1h before the beginning time of the experience, our account got deactivated and we got a simple email saying that:
After a full review of your account, we have decided to remove you from the Airbnb community. This means you can no longer access your account and cannot create a new one.
We determined that you violated the Security section of the Airbnb Community Standards, which you agreed to in the Terms of Service.
You can read those Community Standards at:
Any upcoming reservations as a host have been canceled and guests have been notified and fully refunded.
Any upcoming reservations as a guest have been canceled and you’ve been fully refunded.
We consider this decision final.
You can read more about removal from the Airbnb community at:
airbnb.com/help/article/432
We are not 100% sure it is related and need some guidance here as we called many times Airbnb and they always say it is another department who is in charge and that they will eventually contact us per email but haven't done so far
The future guests with whom we are in touch haven't received any refund and we don't know what we should do now.
Any help is much appreciated.
