In January my partner took her life in the flat we shared and hosted two listings from. At the time I had two running bookings and unfortunately I could not contact airbnb support as was on hold with the Urgent number for 6 hours immeadiately after I found her body. This was purely to try and find alternate accomodations for my guests as the police had cordoned off the apartment while forensics operated. Even the police could not get through on the Urgent number although they only tried for 30 minutes. After 6 hours of being on hold I decided to create a twitter account and post directly to support. Within 5 minutes I had someone helping me with my case. I was then told there is a seperate non listed number for law enforcement to contact airbnb directly. Unfortunately I don't consider this situation happening again realistically so the number was rather moot.
I had to cancel 3 bookings in Febuary and March as I was unable to stay in the apartment and had to pay £80 booking fines for breaking the hosting contract. I didn't complain or try and get the money back and in the end of March began to host again from bookings that were made before the incident in January. However since that time my account has been unable to be relisted and is 'ghosted' where there is a cookie associated with my account and browser so that for all intents and purposes it looks like everything is running normally except for the inability to list my rooms. However when I try and look at the url for a room or my profile using a differnt ip or incognito browser it is stated that my profile no longer exists.
I've been a host since 2010 with exceptional reviews, superhost for 5 of those years and not a single negative in the whole time and didn't even have to cancel a booking until last year. I've over 200 feedbacks and don't understand why this is happening to me? I've been creating support tickets for the last 9 days and not had a single response. I have called the urgent number but having to listen to the hold music again (this time a merciful 20 minutes) is triggering lots of emotions I had packed away since that terrible night.
Do I need to create a twitter account again to get a resolution to this or at least told what terms and conditions I have broken to deserve this treatment? I've been an ambassador and was part of the site when small helping to grow its user base.
Yours faithfully,
Murphy **
