Unbelievable. We have been Superhosts for several years and when my father in law passed away, he had a man running his Airbnb. No problems. Until… we tried to switch him over as the official contact. That’s when things went from bad to worse. We have since been locked out of our account, our customers have been contacted and had their booking cancelled. Without our permission or consent our whole page has been removed from Airbnb.

We are at the end of a full week of trying to resolve this. We have spent hours and hours phoning Airbnb Customer Service. Every time we call, it’s 15 minutes on hold before we speak with someone. The person we get doesn’t know anything about our file, doesn’t have any idea how to help us, apologises profusely, and promises to get a supervisor to call us back, which never happens.

They “accidentally” disconnect from us, and even though they know it will be another 15-minute hold for us to phone them and that we won’t ever speak with the same person again and have no way to reconnect with them, do they call us back? No. Do they have our phone number? Yup. So, we call back again. A full seven hours was spent in this pointless loop Sunday.

My mother-in-law is losing much needed income and has had her reputation destroyed. Our customers have received unauthorized cancellations as close as the day of their planned vacation. How horrible for them. I have now contacted the CEO’s and sincerely hope to get somewhere today. I will repost this accordingly. I’m not happy at all. The competition will come and that old adage “be careful how you treat people on your way up because you don’t know who you will meet on your way down” will come to fruition. They obviously can’t handle the responsibility of no competition.