I use Airbnb all the time. I’m travelling in Europe right now using it for most of the places my gf and I stay. This story is concerning as we’ve had stays that are not great but had friends that have had horrific stays and the possibility of being banned from the service without appeal is unacceptable. My main concern is that sometimes we book an Airbnb because the difference in cost between hotel and home stays is enormous in some areas, it is literally the only option for us.
A very worrying story and I really hope Airbnb staff see this. Totally agree change is necessary to stop these situations occurring.