Good evening Sir*Madam,**I am sorry to bother you with my email. *We are Superhosts from Bruges, Belgium, with a desperate request. I hope you are willing to read our story as we really need your help. **We have been with Airbnb for * years now, hosting a guesthouse in Bruges, and have been Superhosts since the beginning, with more than *** excellent reviews. We never had major problems, and if there were, Airbnb was always very happy to help, we always got the help we needed. **Mid december, we had a group of tourists staying in our house. The guesthouse is connected to our private quarters with a hatch in our ceiling (their bedroom floor). The hatch lead towards our hallway and our house, but is always locked, to give our guests their privacy. **The guests arrived in the middle of the night after a visit to the Christmas market in Bruges, drunk, and a few hours after their arrival, they (or one of them) urinated on the hatch, which is in the corner of the room (I suppose still drunk). This caused a massive leak of urine in our private quarters, the sound of the water pouring down woke us up. *We got up, called Airbnb asking what to do, because these guests were invading our privacy, they said to go in and collect evidence (with our smartphones, filming the damage and taking pictures). Thus we did. We knocked on the hatch, while getting urinated on (my wife * months pregnant at the time), they mumbled we could come in, we opened the hatch and asked what happened. We took pictures and movies of the damage, as requested by Airbnb. **I even wrote a post in the Community online, asking other hosts what to do. They told me to file a damage claim, which we did. We won the case quite rapidly, and got transferred around **** euros to cover for the damage, which was severe. *After that, our account was put on 'inactive' because the guests filed a complaint. We had no idea what it was, it must have something to do with us entering the room, but this was clearly a case of them invading our privacy instead of vice versa, and besides that, it was a massive leak, so clearly a case of force majeure, and Airbnb told us to go in and take pictures, which we did. We had no other option than to knock on the hatch and the guests themselves gave us permission to come in. **Yet, somehow, the revenge of a guest against a host who filed a damage complaint, is taken more seriously than a Superhost who has been with airbnb for * years. They say we breached their privacy while they were invading ours and Airbnb told us to go in. We even had the courtesy to knock and wait for their approval... *We are very sad about this, as shortly after, Airbnb decided to cancel all of our reservations. *When we called, our cell phones did not get through, when we called with a different phone number (not connected to our account), the calls got through, but they told us our account manager was not available. **Could you please help us to get unbanned from Airbnb so we can continue our thriving business with you, we don't want any more problems, we never have and never will, we only filed a complaint about severe damage in our house, and got punished for it, we don't understand why this is happening to us. **We are good people who respect others' privacy and our guests, we have a baby on the way and a business to keep up, bills and morgages to pay off, we are in serious problems if Airbnb bans us for life, we don't think we deserved this. **Thank you for any help you could offer us,*Best regards,
GetHuman-csargues did not yet indicate what AirBnB should do to make this right.