Hi,
I am seeking urgent support from the community forum for an issue I am unable to resolve.
I had updated the payout details on my hosting account 5 days ago. I added a rule to split the payout between myself and spouse. The bank details added were reviewed and approved by Airbnb in 1 day successfully with no issues. Yesterday I had a guest checking in in the morning. I received an email from Airbnb at 2:59 local time to verify id details for my spouse. The email said that I have 2 hours to verify or the upcoming reservation will be cancelled. I completed the verification at 3:06pm, however at the same time, the reservation got cancelled and my account got suspended!
I am a superhost and have no issues with guests or reports raised against me, rating is 4.92 and response rate, acceptance..etc are all in good shape at 100%, account is fully verified with ID and everything. I don't know why my account got suspended, called the call center 5 times and raised complaints via Airbnb app, Twitter Airbnb Help account and Facebook messenger account and the only response I get is "a support ambassador will get in touch shortly which never happens....24 hours lapsed now....
Problem is I have the guests checked in already and they are now staying for free given Airbnb cancelled the booking after they had checked in. I am losing money as we speak as the listing is not even appearing for guests in the search, so I am losing money for the current guest in my house and the potential new bookings. I am also at risk of the upcoming reservation in 4 days being cancelled if this isn't resolved promptly.
No one in the call center can help and no one is getting in touch in-spite of the numerous escalations. I really don't know what to do now?? Can anyone help or do you know someone senior in Airbnb that can intervene and help resolve this messy situation?...all I am looking for is why was the account suspended so that I can resolve the issue and get it reactivated quickly....I repeat, I have no reports against me or any conduct issues with any guests, my profile is clean with outstanding reviews since inception....help please