How to unlock an Airbnb account locked simply because of COVID-19

Pricey Journey TROUBLESHOOTER: I experienced a reservation as a result of Airbnb for a three-day keep at a assets in Washington, D.C., this previous June. Just before the remain, I contracted the COVID-19 virus and was unable to journey. In addition, two of my vacation companions were being in their early 80s and also unable to journey simply because they had been in a high-threat group.

I contacted Airbnb and discussed the circumstances. Fortunately, this fell underneath their extenuating conditions plan. Airbnb allowed me to cancel the reservation and issued a $1,687 credit history to be utilized throughout a upcoming keep. It also instructed me that they would be temporarily locking my account reservation potential thanks to my optimistic COVID test.

In early August, I decided I desired to go take a look at my sons in Arizona and tried using to e-book a remain making use of my journey credit. I uncovered my account was however locked, and I’m not able to make any reservations.

I experimented with calling Airbnb, but you simply cannot get by means of except you have a latest reservation. The automatic procedure directs you to its on the net chat customer provider agents for aid.

It’s been three months due to the fact I contacted Airbnb. I have 6 open situation requests with the on the web customer services department and one particular open case with their Twitter support aid. All of the shopper services reps convey to me the exact same issue: “Please be patient, your get in touch with has been escalated for unique managing.” My case has seemingly been escalated to the “Trust and Safety” office.

The difficulty, having said that, is no 1 at any time gets again to me. I’ve manufactured zero progress. I just want Airbnb to open up my account up so I can use my credit score. The corporation is successfully keeping my income hostage. Make sure you assistance if you can.

— Paul Drews, Stillwater, Minnesota

Solution: It is easy to understand that Airbnb would lock your account just after you explained to it you had COVID-19. But the firm should really have aided you unlock your account instead of producing you open seven new consumer aid cases.

Airbnb states it will “restrict” your account if you have COVID-19 “to help lower the distribute of infection.” Again, that will make sense. What tends to make a lot less perception is how you get off the blacklist. Your Airbnb account stays restricted right until Airbnb receives “valid affirmation that you’re in a position to travel again” — in other phrases, a clear monthly bill of health and fitness.

That doesn’t make sense. Most individuals get better from COVID-19 in two weeks or much less, so locking — I indicate, restricting — your account for no much more than 14 days appears acceptable. If someone like you calls months immediately after cancellation and attempts to e-book a rental, common sense should really prevail. Unfortunately, it did not in your case.