How We Were Banned From Airbnb (UPDATED)

How We Were Banned From Airbnb

I’ve always wanted to be banned from something. Kicked out of a bar for participating in a drunken dust up, or driven to the edge of a small western town by the Sheriff and told to never show my face in those parts again. Or else.

This could be because of all the great forced and unforced exiles throughout history. I think of Victor Hugo and Napoleon on their islands, or Nabokov in his hotel and there is always this opulence to their defiance — a protest and a point being made against a government, an ideology, but all couched in this luxurious righteousness.

In my mind, this exile is the result of long perceived injustices. There is always one last straw, one line that can’t be crossed that gets crossed.

But never once in my life did I think that I would be banned from an app.

It’s almost as cool as getting a cut above your eye not by jumping between rooftops chasing down criminals or defending a friend from a bully but from something innocuous like touch football.

My wife and I were not banned from just any old app. We were banned from a very popular app that is looked at as a darling of the sharing economy.

One that since it was founded has changed the way we travel and experience a city or place. An app we were considering (at the time) to be the foundation of our upcoming trip around the world.

Of course I’m talking about Airbnb.

See, we had recently sold our house and 70–80% of our possessions and said farewell to Minneapolis and it’s beautiful winters, where we had lived for 14 years.

The idea was that we would travel slowly around the globe, staying for extended periods in different countries so we could learn about culture and food and customs and really become engrained in neighborhoods previously inaccessible to casual travelers. And we would do this by using airbnb.

We already had a history of using the site. A great one in fact. Before getting exiled, we had successfully logged 13 stays in 5 countries and received very favorable reviews from all the homeowners we encountered. One homeowner in Seattle was amazed that we took the time to set her clocks to daylight savings time. Yes we are those people.

The words used by these homeowners to describe us as guests ranged from “amazing” and “polite” to “extremely polite and educated, really quiet and great to talk to”. In Louisville after a conversation with the owner, he described our interaction as “one of the best conversations…that I have ever had in the Pearl”.

And we are polite and quiet. We are what they say. We like to leave things in a better place than we found them. We are conscientious to a fault. We even stack plates when we dine at a restaurant to make it easier for the staff to clear. It’s almost a sickness.

The review system on airbnb is flawed like any review system online, but we began to believe that we wouldn’t have a negative interaction with a homeowner — we were homeowners ourselves! Look at all these positive reviews of us!

So it came as a surprise when received notice that the owner of the property we just visited in Cleveland was charging us $1,000 in damages for forcing entry house, and by doing so destroyed his lock and door.

What really happened is that we couldn’t get into the house using the key provided as somebody had thrown deadbolt from the inside and our key only worked on the bottom lock.

So I sent a few texts to the people in the house and shouted through some open windows and rang the doorbell before we were let in by one of the housemates. He assessed the situation and determined what we already knew — the key doesn’t work for the deadbolt. It was decided we would not use the door again.

We retired to our room and in the morning checked out as planned and left through the front door.

Now we became homeowners for the first time when we were 22 and 24 respectively, and have bought, remodeled and sold two more homes since then. We know how personal a home is, and we know how to care for one. That’s why we are so careful when we are invited as guests into another person’s home. It’s as close to a sacred space as we can imagine.

The homeowner in his opening statement said that he was willing to negotiate and would settle for a couple hundred bucks, which is way more than a broken deadbolt is worth.

He was clearly just looking for money, and knew how to work Airbnb. Sadly we were not so experienced, but were about to get a crash course on how they arbitrate between two parties.

I’ll save you some time. They hold up their hands, shrug and say: you guys work it out.

The owner submitted more of his investigations into the situation. He claimed to have reviewed messages between me and other housemates and interviewed the other guest staying there who said we were “paranoid” and disobeyed the house rules.

He also claimed to review the “home security surveillance system”, but they failed to reveal anything. Nobody else was able to see these tapes, and given the state of the house, I’m doubtful they even existed. If they did, they would have revealed no more than me retreating a foot into the air when almost stepping on half a mouse near the garage.

Airbnb customer service was reviewing our case and had told us that if we didn’t reach some sort of consensus with the owner, we were risking having our account put on hold. Since we were on our way to our next stop on our road trip, this was alarming and we asked for more details.

But once Airbnb found out that we were not going to negotiate and pay any of the fee, I received a notification that our booking for the very next night was cancelled and our money had been refunded.

I couldn’t log into my account. We were formally exiled from Airbnb.

We moved through the next few days in a ragged haze while making other plans for our immediate roadtrip needs while thinking about the rest of our round the world travels.

Does this mean we are relegated to using hotels again? That likely meant no kitchen and eating every meal out. This means no laundry. This means we had to stay in urban centers within easy reach of restaurants. This means our budget is shot to shit.

Could we travel full time & pay exponentially more per night for food and lodging?

Fast forward 2.5 years. We’ve traveled to 26 countries since being exiled from Airbnb. We’ve stayed on olive farms in the hills of Croatia and apartments in the middle of urban centers. We've camped under the stars in the Sahara and slept at a camel ranch in Israel. All of these places were found on sites with policies that actually consider the renter as an important part of their business foundation. Which is to say none of them were found on Airbnb.

The truly ironic aspect of all of this is that we are now expert (ahem) house sitters where we care for peoples homes AND pets.

We don’t consider ourselves Airbnb exiles anymore, because let’s be honest, we would never go back. Writing this won’t change the homeowner centric policy of Airbnb, and it won’t change their shitty customer service.

But the temptation is still there. We still get their emails despite trying to opt out numerous times. I’ve deleted the app from my phone, but am reminded of our exile every time there is an article about their greatness, or a friend posts pictures of their amazing kitchen in Oaxaca. It’s enough to make us briefly consider trying to get back in.

Let’s be honest. The Airbnb interface is great. Their stock is enormous. It would be easy.

But their guilty until proven innocent stance on a platform that doesn’t allow you to properly defend yourself against unfounded and slanderous charges keeps us from trying too hard.


I was bored and maybe a little drunk one night when I started to do a little bit of internet sleuthing about the person who erroneously charged us with the damage to the house in Cleveland. What WAS that guy up to these days? Jail time no doubt.

Turns out he doesn’t live there anymore and wasn’t the homeowner. The homeowner was a dentist in Dallas who used the property as an investment and recently sold it. He likely didn’t even know it was being parsed out on Airbnb. Should I contact him? Bah I thought. Water under the bridge. Who the hell cares anymore?

So instead of digging up dead bodies, I decided to revive a corpse and contacted Airbnb to see if we can finally be admitted back to the site. I mean, it’s been over three years of being trusted with more than a rental for a few nights. I mean, FFS, people give us their cars and their cats and their homes and their volunteer routes and library cards and even in one instance, access to their social security numbers and immigration and naturalization documentation (yes this actually happened).

So I sent a message to Airbnb.

Actual message to Airbnb resolution center w/vague & confusing reference to house sitting.

Actual message to Airbnb resolution center w/vague & confusing reference to house sitting.

What was their response you may wonder?

Airbnb support communication.png

Looking back on this now, it’s a little bit like those old movies where people suspect their phones are bugged and so demand a secure line or (gasp) a pay phone that is more anonymous. Super curious, I "ran* to my email and found a message that simply said: “your account was suspended in error”. See below.

Account suspended in error. No apology. Just a magic wand waving.

Account suspended in error. No apology. Just a magic wand waving.

Could it be that easy? Are we accepted back into the Airbnb Kingdom?

A few weeks later I found myself in Los Angeles on a house sit Baba, the King of Cats, and getting an email from Airbnb offering me $25 off my next “experience”! So I did a little digging on the site and found a wonderful bike tour of the Arts District. It was perfect. I signed up, paid the balance and went on the tour without breaking anything or getting kicked off the site. I must have been having a good day.

But now we are in the thick of planning our next steps for 2019. We have a load of good travel lined up so started to do some research and save our favorites on Airbnb. I contacted a few hosts in Lisbon and they were able to communicate back with me. We are really back in!

Or are we?


Of course I gave them the benefit of the doubt. I tried a friends tiny home in Minneapolis, which i strongly encourage you to rent out if you are in the area. I tried from my phone. I tried new and updated credit cards. Nothing.

So I went to Twitter and sent the Airbnb support a direct message. They said they would look into it. That was three days ago.

I told them I’ve moved on. There are other sites out there that want our money and reward us with free nights when we use them consistently. Sites we’ve been using for over three years now.

But it was fun imagining that we were back on the site again, even if only for a minute or two.