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Justin Brog was abruptly banned from Airbnb and all his upcoming reservations canceled, accused of falsifying his Airbnb account identity, though he claimed innocence. His appeals were quickly denied. It turned out someone had created a fake Airbnb account impersonating Brog, likely triggering Airbnb’s automated security systems to deactivate his real account. After contact from our advocacy team questioning the ban, Airbnb reinstated Brog upon realizing their mistake. But with largely automated customer service, could false bans of Airbnb accounts happen more easily? The system seems prone to abuse or error without sufficient human oversight.

The secret of disabled Airbnb accounts: Is it sabotage?

May 20, 2024February 5, 2024 by Christopher Elliott

Why is Justin Brog banned from Airbnb? He’s been a model guest and receives excellent reviews from Airbnb hosts, so there’s no reason Airbnb would disable his account.

Todd Brown's mattress order arrives in pieces from Amerisleep. After waiting months, he just wants a refund. Is that allowed?

His bed arrived in pieces. Can he get a refund from Amerisleep?

January 19, 2024February 21, 2023 by Christopher Elliott

Todd Brown’s mattress order arrives in pieces from Amerisleep. After waiting months, he just wants a refund. Is that allowed?

Travelers are fed up with solicitations.

Review this! Travelers fed up with solicitations

December 15, 2023January 15, 2018 by Christopher Elliott

Is it my imagination, or are travel companies getting pushier?

The come-ons include repeated invitations to return to a hotel or restaurant, high-pressure pitches to “like” a company’s Facebook account and urgent requests for positive online reviews. As summer vacations fade into memory, the aggressiveness has never been more obvious.

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