Update: in the meantime, we won the claim, but our account was put on 'limited access' right after we involved Airbnb. (Read: we became invisible for bookings and guests). This has caused many worried messages from guests with ongoing reservations, and has been affecting our business ever since.
Yesterday, the account manager who is handeling the case, has cancelled all of our 2020 reservations, and we have no idea why, especially because we won the claim????
'He cannot be reached by phone', but is able to make phonecalls to our guests to cancel their bookings on our behalf, and we don't even know why.
If I try to call the number with my cellphone, linked to our account, it's disconnected/blocked. If I try to call to the number with my phone from work, it gets through but they tell me to mail the account manager assigned to the case.
Result: we won the claim, but were put on 'inactive' right after and all bookings got cancelled in 2020.
Still no news or explanations. Still inactive and unable to receive incoming bookings.
Way to treat your superhosts, Airbnb!
Does anybody have any tips on how to handle this?
Greatly appreciated.
Lynn