I was renting my property with Airbnb. I had already had several great guests and I had many more booked for the rest of the year. I was then informed by the freeholder of my property that he would no longer permit short-term lets and changed the lease. This left me with a problem, as I had many outstanding bookings and a potential $50 fine on each cancellation. I phoned the UK Airbnb line and spoke to one of their customer service representatives, Olivia. She was very helpful and understood my situation. She wrote a report and sent it to the relevant department which dealt with lease issues. She said they would be in touch soon. The next day I received an email from John asking to confirm if I wanted to cancel my bookings. I confirmed, and they were all cancelled with an explanation email sent to my guests. John also provided me with a $100 voucher for the trouble. Overall my experience was very positive. It was horrible to have to let down so many nice people. However, the customer service team made it very simple and relieved a lot of stress. Overall I’m 100% for the Airbnb customer service team. I will continue to use it while I travel and will hopefully be able to host again soon.