Booking cancelled by Airbnb for "security reasons"

[Tiziana57]

Hi everybody,

A booking made a few weeks ago was cancelled by Airbnb for being "unrechtmässig" I suppose some kind of irregularities. The guest was given a complete refund and I have been left with a gap in the reservation which in the low season will be difficult to fill up again. Airbnb refuses to explain the reasons for this cancellation because of data protection issues. I have checked the booking, the previous history of the guest and our brief conversation, could detect absolutaly nothing irregular, I also contacted the guest who is also just unpleasantly surprised and got either no explanation. I suspect the security system of Airbnb had just seen a problem where there was none. Does anyone had already experienced anything like that? I can't help but feeling incredibly patronized by Airbnb and I cannot accept the idea to loose money without any explanation for that.

I am very thankful for any help!

Tiziana

[Elaine361]

ABB canceled my guests reservation TODAY. They were supposed to check in TOMORROW. They sited "trust and safety" but will not tell me what's going on. This reservation was made 3 MONTHS ago and they wait until 24 hours before check in to cancel?? They gave the guest a "full refund" but I get nothing for their ineptitude for not catching whatever they think is the problem SOONER. Meanwhile, and this is the scary part, the guest already has all the property information, including the key code! BECAUSE IT'S 24 HOURS BEFORE CHECK IN! I don't know whether to be afraid of this person potentially showing up angry that he's been canceled or if it was merely an analytical glitch in an ID! I have no way of knowing because ABB won't tell me a thing. I feel like I can't trust that any of my other reservations won't also go this way. Like I said, this has been on the books for 3 months. When I talked to customer service earlier, the rep said not to worry because the guest no longer has access to the info I shared because he's blocked from the site. Has she never hear of COPY AND PASTE. Good god what is happening here.