Travel Solutions: I've been banned by Airbnb, but no one will tell me why

platform.

“Removal means that your account will no longer be accessible, and you won’t be able to create another one,” it said. “We want to assure you that we reviewed your case thoroughly before reaching this conclusion. As such, we won’t be able to offer you additional support on this matter at this time.”

I don’t understand why I’m banned. I last booked with Airbnb in September for my husband and his friend in Las Vegas. Airbnb canceled the first booking for that trip because the host said she was no longer accepting guests.

Airbnb found me another accommodation at a hotel, and after two days of staying there, they realized that the listing wasn’t legitimate (someone had booked the hotel rooms months before then and posted them on Airbnb as rentals). I don’t see why I would get banned for that.

Airbnb has deactivated my account for no good reason. Can you help? — Solange Reyner, Kirkland, Washington

A: You should not get banned for any of this.

So what’s going on here? Lately, many Airbnb bannings I’ve come across have happened because a background check revealed a criminal record. But you say neither you, nor your husband, nor his friend, have any criminal record.

In its Terms of Service, Airbnb says it may terminate your account for violating its terms or policies; violating applicable laws; or if “we reasonably believe termination is necessary to protect Airbnb, its members or third parties.” Also, if your account has been inactive for more than two years, Airbnb may pull the plug.

When you rent a home or apartment through Airbnb, always look for a property with a positive rating and read the reviews carefully. If you see a host canceled last minute in a review, you might want to skip that property. I am certain that the illegal rental you booked in Vegas had no reviews — that’s also a problem.

I asked Airbnb about your account termination. In response to my inquiry, the company reactivated your account. I asked the company what you had done to deserve being blacklisted, and a representative said, “For privacy reasons, we are not able to share more than that at this point.”