Hi,
Perhaps someone can give me some advice. I've been working with Airbnb for about a year, with 7 listings, and a superhost. Just over a month ago, Airbnb cancelled a reservation for a guest, which I found out was because he might have been trying to pay with a fraudulent card. But at the same time, they suspended my listings from receiving bookings and asked me to refer to the Trust and Safety page if I wanted to be reactivated. I checked the page, and none of the scams listed on that page applied to me. I didn't know the guest, he didn't contact me to conduct anything fishy - as far as I was concerned this was just any other guest.
I have replied to their email, no response. I have sent them fresh emails through the "Help" section, no response. I have called them many, many times, always to be told by the operator that it's a separate department handling my issue and they can only escalate the issue to them. Again, no response.
I am only listed on Airbnb, and was doing quite well with them, but I find it completely bewildering that they can just turn off the tap, so to speak, and not even engage with me to solve the issue. I understand COVID has put them under some pressure, but 1 month of no response? Is that normal??
Can anyone suggest a way for me to try and contact them somehow. I'm even contemplating flying to London to see them at their offices once lockdown ends.
Thanks for listening!