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

When Paul Drews tells Airbnb that he has COVID-19, it locks his account. Now the company won’t unlock it. Is there a way to get his account back?

  • By Wire Service
  • Sunday, January 24, 2021 1:30am
  • Life

Q: I had a reservation through Airbnb for a three-day stay at a property in Washington, D.C., this past June. Before the stay, I contracted the COVID-19 virus and was unable to travel. In addition, two of my travel companions were in their early 80s and also unable to travel because they were in a high-risk group.

I contacted Airbnb and explained the circumstances. Fortunately, this fell under their extenuating circumstances policy. Airbnb allowed me to cancel the reservation and issued a $1,687 credit to be used during a future stay. It also told me that they would be temporarily locking my account reservation ability due to my positive COVID test.

In early August, I decided I wanted to go visit my sons in Arizona and tried to book a stay using my travel credit. I discovered my account was still locked, and I’m unable to make any reservations.

I tried calling Airbnb, but you can’t get through unless you have a current reservation. The automated system directs you to its online chat customer service agents for assistance.

It’s been three weeks since I contacted Airbnb. I have six open case requests with the online customer service department and one open case with their Twitter help support. All of the customer service reps tell me the same thing: “Please be patient, your call has been escalated for special handling.” My case has apparently been escalated to Airbnb’s Trust and Safety department.

The issue, however, is no one ever gets back to me. I’ve made zero progress. I just want Airbnb to open my account up so I can use my credit. The company is effectively holding my money hostage. Please help if you can.

— Paul Drews, Stillwater, Minnesota

A: It’s understandable that Airbnb would lock your account after you told it you had COVID-19. But the company should have helped you unlock your account instead of making you open seven new customer support cases.

Airbnb says it will “restrict” your account if you have COVID-19 “to help reduce the spread of infection.” Again, that makes sense. What makes less sense is how you get off the blacklist. Your Airbnb account stays restricted until Airbnb receives “valid confirmation that you’re able to travel again” — in other words, a clean bill of health.

That doesn’t make sense. Most people recover from COVID-19 in two weeks or less, so locking — I mean, restricting — your account for no more than 14 days seems reasonable. If someone like you calls months after cancellation and tries to book a rental, common sense should prevail. Unfortunately, it did not in your case.

Writing to Airbnb was a good idea. Writing to it repeatedly, maybe not. I’d recommend forwarding your correspondence to an executive at Airbnb. I publish the names, numbers and email addresses of key Airbnb managers on my consumer advocacy site at www.elliott.org/company-contacts/airbnb-customer-service-contacts.

I contacted Airbnb on your behalf. It unlocked your account.

Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit organization that helps consumers resolve their problems. Contact him at elliott.org/help or chris@elliott.org.

Talk to us

> Give us your news tips.

> Send us a letter to the editor.

> More Herald contact information.

More in Life

Snohomish County Dahlia Society members Doug Symonds and Alysia Obina on Monday, March 3, 2025 in Lake Stevens, Washington. (Olivia Vanni / The Herald)
How to grow for show: 10 tips for prize-winning dahlias

Snohomish County Dahlia Society members share how they tend to their gardens for the best blooms.

What’s Up columnist Andrea Brown with a selection of black and white glossy promotional photos on Wednesday, June 18, 2025 in Everett, Washington. (Olivia Vanni / The Herald)
Free celeb photos! Dig into The Herald’s Hollywood time capsule

John Wayne, Travolta, Golden Girls and hundreds more B&W glossies are up for grabs at August pop-up.

The 2025 Audi A3 premium compact sedan (Provided by Audi).
2025 Audi A3 upgradesdesign and performance

The premium compact sedan looks sportier, acts that way, too.

Edmonds announces summer concert lineup

The Edmonds Arts Commission is hosting 20 shows from July 8 to Aug. 24, featuring a range of music styles from across the Puget Sound region.

Big Bend Photo Provided By Ford Media
2025 Ford Bronco Sport Big Bend Increases Off-Road Capability

Mountain Loop Highway Was No Match For Bronco

Cascadia College Earth and Environmental Sciences Professor Midori Sakura looks in the surrounding trees for wildlife at the North Creek Wetlands on Wednesday, June 4, 2025 in Bothell, Washington. (Olivia Vanni / The Herald)
Cascadia College ecology students teach about the importance of wetlands

To wrap up the term, students took family and friends on a guided tour of the North Creek wetlands.

Mustang Convertible Photo Provided By Ford Media Center
Ford’s 2024 Ford Mustang Convertible Revives The Past

Iconic Sports Car Re-Introduced To Wow Masses

Kim Crane talks about a handful of origami items on display inside her showroom on Monday, Feb. 17, 2025, in Snohomish, Washington. (Olivia Vanni / The Herald)
Crease is the word: Origami fans flock to online paper store

Kim’s Crane in Snohomish has been supplying paper crafters with paper, books and kits since 1995.

The 2025 Nissan Murano midsize SUV has two rows of seats and a five-passenger capacity. (Photo provided by Nissan)
2025 Nissan Murano is a whole new machine

A total redesign introduces the fourth generation of this elegant midsize SUV.

A woman flips through a book at the Good Cheer Thrift Store in Langley. (Olivia Vanni / The Herald)
Pop some tags at Good Cheer Thrift Store in Langley

$20 buys an outfit, a unicycle — or a little Macklemore magic. Sales support the food bank.

The Mukilteo Boulevard Homer on Monday, May 12, 2025 in Everett, Washington. (Olivia Vanni / The Herald)
‘Homer Hedge’: A Simpsons meme takes root in Everett — D’oh!

Homer has been lurking in the bushes on West Mukilteo Boulevard since 2023. Stop by for a selfie.

Two visitors comb the beach at Kayak Point Regional County Park on Friday, June 14, 2024, in Tulalip, Washington. (Ryan Berry / The Herald)
Nate Nehring and WSU Beach Watchers to host beach cleanup at Kayak Point

Children and families are especially encouraged to attend the event at Kayak Point Regional County Park.

Support local journalism

If you value local news, make a gift now to support the trusted journalism you get in The Daily Herald. Donations processed in this system are not tax deductible.