Ongoing Account Suspension After Acknowledged Reinstatement

[Shehab7]

Dear Airbnb Support and Executive Team,

I am writing to formally escalate an unresolved and unjustified account suspension involving DHB STAYS REAL ESTATE L.L.C, a professional hosting company legally operating in both Egypt and the United Arab Emirates, and a trusted Airbnb Superhost with an extensive and proven track record.

Our account has now remained suspended despite receiving written confirmation on June 12, 2025 from Airbnb representative Roger that the matter had been resolved and that our account was “fully restored” following our prompt compliance with Airbnb’s content policy and review guidelines.

 ✅We confirmed acknowledgment of Airbnb’s Review Policy within 48 hours, as instructed.
✅ We have consistently operated under strict legal and ethical compliance.
✅ We have hosted 2,217 successful stays, with verified guest feedback and high ratings.
✅ Our listings include Airbnb “Guest Favorites” and are located in central, high-demand urban areas, selected and promoted by Airbnb’s own Specialized Hosting Themes.

Despite all this, our account remains suspended without access to our 28 active listings, and no reason or follow-up has been provided since the initial message from Roger.

This situation has now extended for over a week, causing:

Loss of Revenue: Significant booking cancellations and missed income due to listing invisibility.

Brand & Guest Confusion: Regular guests have contacted us directly, confused as to why we’ve disappeared from the platform and unable to rebook.

Reputational Damage: Our standing in the local short-stay market and with returning guests has suffered irreparably.

Operational Breakdown: With listings offline, our property teams, cleaning staff, and on-ground support have been left idle, affecting livelihoods and planning.

Immediate Questions & Requests

1. Why is our account still suspended?
Roger’s confirmation on June 12, 2025, that the case was closed and that our account had been restored has clearly not been implemented. We request a full explanation and internal investigation into this handling failure, and formal accountability for any misinformation or delay.

2. Why was there no warning, case ID, or communication prior to suspension?
Airbnb’s policy guarantees a transparent process. We received no advance notice or opportunity to respond before this business-critical disruption.

3. Why has there been no outreach from a specialized team as promised?
We were told our case was being reviewed by a specialized team. That team has yet to contact us, and no realistic resolution timeline was ever communicated.

4. What is Roger’s accountability in this process?
The misinformation provided in Roger’s email — stating the issue was resolved while our account remains suspended — has caused further damage. We request that Airbnb reviews his case handling internally, as this falls far below the standards of professional customer support expected from a global platform.

Our Formal Demands

We request the following actions within 24 hours:

✅ Immediate reinstatement of our account and all listings.

✅ A written apology acknowledging the disruption and mishandling of our case.

✅ A formal explanation detailing the timeline, internal missteps, and policies involved.

✅ Financial compensation for business losses incurred during the deactivation period.

✅ An assurance of protection against arbitrary suspensions moving forward, and guarantee of due process and transparency in any future issue.

We have full documentation — guest communications, booking histories, review logs, and business registrations — to verify every claim made here. We are more than ready to provide evidence upon request, although Airbnb should already have access to these through our account history.

We are not simply hosts — we are trusted business partners in the Airbnb ecosystem, managing hospitality at scale, with a presence in two countries and over 2,000 stays hosted. This type of treatment, silence, and operational negligence is both unacceptable and unsustainable.

Please escalate this matter to Airbnb’s Trust & Safety, Legal, and Executive teams immediately. We will consider further legal and reputational remedies if no satisfactory response is received within the next 24 hours.

Sincerely,
DHB STAYS REAL ESTATE L.L.C
Registered in Egypt & UAE
Official Airbnb Account Manager

*[Sensitive information removed in line with the Community Center Guidelines]

[Shehab7]

@Rebecca 

[Helen3]

This is a community for hosts and guests @Shehab7 not Airbnb.

i do hope you get your issues resolved soon.

[Shehab7]

i know that helen but sometimes i have to get this on public as i am on 10 days with no reply while my acc is out off search