I've been an AirBNB customer for years. I used to...

I've been an AirBNB customer for years. I used to love it so much I recommended it to everyone I knew, and would even tell employees who were travelling to prefer AirBNB over traditional hotels.

The most recent trip with AirBnB was last month. Another great stay, another great review from the host (but I forgot to review b/c of other stuff at work).

So, why is this NOT a five-star review? A couple weeks ago I've started doing some research into password security, and determined that my AirBNB password wasn't very secure. Today I logged into my AirBNB account to update my password....and got a message that my account was permanently suspended and that they have the right to not tell me why.

Figuring this must be a mistake, I try to ask them why in the app...and it makes me jump through hoops with my ID...then tells me "we'll get back to you." This isn't very good customer service, so I toss them a call...."we'll get back to you."

Quite frankly, this is the worst possible excuse for 'customer service' I've ever seen, up to the extent that I not only can no longer recommend AirBNB to any employees or friends...but as an individual in charge of travel decisions at my organization...I am now forced to ban all employees from using AirBNB for all future work-related travel indefinitely (as I have no way of reliably believing their trips would actually be secure, unlike with a hotel where they can't just cancel things without telling anybody why).

On the bright side, unlike you...here's me telling you why.