Sherri D.

I have to say I have never in my life been so offended. I have yet to even rent through Airbnb and I recently went on to search for something and my account was locked. I tried to get it to unlock and they asked for my ID photo. I sent it and then I got this horrible letter and now they wont respond back. How is it possible that they can block me when I have never even rented? I am not a criminal, nor have I ever been arrested or have even a parking ticket. I have a high powered career, am educated and have a family. This is not only insulting but it leads me to believe they are discriminating somehow. I am trying to speak to someone and don't want to take this to an attorney but with them not responding and blocking me, I feel that I need to. Who writes something like this to anyone let alone someone who has never even used their service. Just trying to get someone on the customer service side to call me and explain this action. Going to post everywhere until someone calls me back. Completely unacceptable.

Letter from Airbnb

Thanks for reaching out. We regret to inform you that we'll be unable to support your account moving forward, and have exercised our discretion under our Terms of Service to disable your account(s). This decision is irreversible and will affect any duplicated or future accounts.

Please understand that we are not obligated to provide an explanation for the action taken against your account. Furthermore, we are not liable to you in any way with respect to disabling or canceling your account. Airbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed.

We'll contact you if anything changes in the future, but until then, we won't be able to assist you any further with your account issues. Please see our Help Center for further information:

I recently wrote a note about the customer service that I experienced from this company. After expressing my experience on several review sites, I got a call from a manager asking if he could rectify the situation. I explained that all I wanted was to buy a few replacement parts for my camping kitchen and he maintained the comment that they could not provide those parts. He then offered to replace the entire kitchen. I explained that it was not my intent to get a free kitchen; he explained that this was the only way he could get me parts. I finally accepted his offer and received my new kitchen the other day. I do appreciate the fact that they wanted to make it right and that they went above and beyond to change my opinion of the brand. I love my camping kitchen and I wanted to update my review to reflect my appreciation of their followup. This was far more than what I wanted/expected and it makes me believe that they actually care about their customers. Thank you.