Q: I’ve been an Airbnb user for nearly a decade, with over 40 stays and positive reviews. Recently, Airbnb abruptly removed my account, citing a vague “possible violation” of its Terms of Service.

I appealed, but the company doubled down, banning me for life without explanation. I’m baffled. What could I have done to warrant this? All I want is my account reinstated. Can you help me?

— Kevin Donovan, Reno, Nev.

A: Airbnb owes you — and all of its customers — transparency. Terminating an account without a clear explanation isn’t just poor customer service; it undermines trust.

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Airbnb’s Terms of Service require users to follow its rules. If your account truly violated its policies, the company should have detailed the specific offense, provided evidence and offered a me

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