Here was my attempt at an answer
George
4:09 PM
My account has been cancelled without my permission. When I went to check on my booking I was shown a community policy and the rest was grayed out,. I either had to agree or decliine< I pushed agree and it hung for over 10 minutes. I pushed decline to leave and retry. Now I have been informed my account has been closed and my booking cancelled. Please help immediately My stay starts tomorrow at 1 pm
Please wait while we are routing your case.
4:09 PM
Thanks for your message - Airbnb Support is connecting you to a chat agent. Your chat session will begin in 1 - 2 minutes.
4:10 PM
Airbnb Support
4:12 PM
Hi George, my name is Cheryl O and I'm with Airbnb support. I'd be happy to help you today. Give me a moment while I look into your case.
George
4:12 PM
Thanks!
Airbnb Support
4:19 PM
Thank you very much for your time and patience. I know this is a difficult experience for you. We take things like this very seriously, and I want to help in any way I can.
We've run a system checked here on our end, and it seems we're currently having a system upgrade.
The pop up message that you have received was part of the upgrade, and once the decline button was clicked, system cancels the account.
George
4:20 PM
I clicked agree first and it hung forever
Airbnb Support
4:21 PM
We are currently working on to resolve this soon, and we will re-enable all the lost booking and users who have declined during the incident period.
George
4:22 PM
When will this be. I have a booking at 1p.m tomorrow
Airbnb Support
4:24 PM
We are working on to fix this as soon as possible. We are aware that there are upcoming reservations that were affected with this.
May I also ask the email address that you have on your account that was cancelled?
George
4:25 PM
g.houston@shaw.ca
My booking is in Ensenada and I am currently staying at a hotel . However I can;t afford another night and need my place to stay
I received several emails from you and clicked review my account
in every instance
Airbnb Support
4:30 PM
I completely understand where you're coming from with this. But were you able to receive an email that has the option to reinstate your account?
George
4:31 PM
yes
Airbnb Support
4:32 PM
Have you tried to click on the link on the email?
George
4:32 PM
Yes. I have sent two messages to reinstate my account
Airbnb Support
4:36 PM
Thank you for letting me know. Since you have sent the message, this will be forwarded to the team that will help recover the account and re-enable your reservation.
George
4:37 PM
Can you tell me how long this will take?
Airbnb Support
4:41 PM
Fixing this is our priority because we know that this had a big effect on the reservations as well with other users. We are hoping to have this fixed as soon as possible. I may not have the exact time frame.
George
4:42 PM
Can you give me a ballpark figure? Will I be able to go to my house tomorrow?
Airbnb Support
4:44 PM
We do not want to set false expectations, but hopefully resolve this within the day as this is our top priority.
George
4:46 PM
Well Ok. But now our whole vacation is in jeopardy and I hope you will do something to compensate us for this horrible situation
Airbnb Support
4:49 PM
Again, we really apologize for the inconvenience. But thank you so much for your understanding and patience working with me. I really appreciate it. We are considering that as well, given that we had this issue.
George
4:50 PM
I have directions to our place and the codes to get in. My question is has our host been sent an automated message that our stay has been cancelled?
Airbnb Support
4:53 PM
I recommend you to contact the host as well and make the host aware about the situation. The host can also reach out to us to verify with us.
George
4:54 PM
I have no information about the host other than his name is Erick. But I will try and contact him
Airbnb Support
4:55 PM
Thank you very much.
I'm closing this message thread now —feel free to reach back out to us to check on the status of the report that was forwarded to our technical team.