
ju.wei
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@AirbnbThailand @Airbnb @AirbnbHelp 我谨此正式投诉 Airbnb 公司近期对我账户的不当处罚。
我在 Airbnb 平台上经营合法的住宿业务(订单号:HMY9JFC8DW)。在办理入住时,我依法要求外国旅客出示护照并登记。然而,Airbnb 员工 Mosripa 却认定这是违规操作,单方面取消订单,并要求我承担 6,490 泰铢的取消费用,同时屏蔽了我的房源。
我要郑重说明:这并非我的个人要求,而是泰国法律的强制性规定:
《酒店法 B.E. 2547(2004)》第35条
《移民法 B.E. 2522(1979)》第38条
根据上述法律,泰国所有住宿提供者必须在旅客入住时核查并记录护照信息,并按规定向移民局报送。
更重要的是,Airbnb 自身在泰国官方网站也明确规定:
“泰国的房东必须在每次接待外国客人时通知泰国政府。点击以下链接添加每位客人的详细信息,并在政府登记住宿。”
我完全遵守了泰国法律与 Airbnb 平台规则,但却因此受到 Airbnb 的处罚。这不仅与法律相冲突,还使平台房东面临法律风险,严重损害了我们的合法权益。
此外,本案的事实非常明确:
客人携带了 2 只猫到店,但拒绝出示护照。
无法依法办理入住后,客人 自己取消订单。
Airbnb 却错误地认定是房东取消订单,并处罚我。
涉事订单为 7 晚住宿,并适用 严格退订政策(Strict Cancellation Policy),客人单方面取消后,房费应全额保留给房东。
我已在 超过24小时之前提交投诉,却至今没有任何有效反馈。与此形成鲜明对比的是,Airbnb 在 扣罚款和关闭案件 时的速度极快。这种不对等的处理方式严重损害了房东的信任。
投诉请求
立即撤销对我账户的 6,490 泰铢罚款及订单取消记录;
Airbnb 应以书面形式确认:在泰国境内,房东因依法查验并上报房客护照信息(TM30 系统)不应受到处罚;
Airbnb 应尽快修正泰国员工培训与平台政策,确保与泰国法律及 Airbnb 自身规定保持一致;
恢复房源正常展示;
按照严格退订政策,将该订单的 7 天房费 正确结算至我账户。
后续措施
如 Airbnb 未能在合理期限内妥善处理此事,我将保留通过司法途径起诉,并联合其他房东共同向相关监管机构投诉的权利。
此致
敬礼
Wei
English Formal Complaint Letter
Dear Airbnb Team,
I am writing to formally lodge a complaint against Airbnb’s recent wrongful action on my account.
I operate a legitimate accommodation business on Airbnb (Reservation ID: HMY9JFC8DW). In compliance with Thai law, I required foreign guests to present their passports at check-in. However, Airbnb staff member Mosripa wrongly determined this was a violation, unilaterally canceled the reservation, imposed a THB 6,490 penalty on me, and suspended my listing.
This is not my personal requirement, but a legal obligation under Thai law:
Hotel Act B.E. 2547 (2004), Section 35
Immigration Act B.E. 2522 (1979), Section 38
According to these laws, all accommodation providers in Thailand must verify and record passport information upon check-in and report it to the Immigration Bureau.
Even Airbnb’s own official Thailand website clearly states:
“Hosts in Thailand are required to notify the Thai government every time they host a foreign guest. Click the following link to add guest details and register the stay with the government.”
I fully complied with both Thai law and Airbnb’s policy, yet I was penalized for doing so. This not only contradicts the law but also exposes hosts to legal risks, seriously harming our rights.
The facts of this case are clear:
The guests arrived with 2 cats but refused to present passports.
As check-in could not be completed legally, the guests canceled the reservation themselves.
Airbnb incorrectly recorded this as a host cancellation and penalized me.
The booking was for 7 nights under the Strict Cancellation Policy, and in such cases, the full payout should remain with the host.
I submitted this complaint over 24 hours ago, yet there has been no meaningful response. In contrast, Airbnb acts very quickly when deducting penalties or closing cases. This imbalance is unreasonable and undermines host trust.
Requests
Immediately revoke the THB 6,490 penalty and the cancellation record on my account;
Provide written confirmation that in Thailand, hosts will not be penalized for complying with the law by verifying and reporting guest passport details (TM30 system);
Revise staff training and platform policies in Thailand to align with both Thai law and Airbnb’s own requirements;
Reinstate my listing to normal visibility;
Correctly process and release the 7 nights’ payout according to the Strict Cancellation Policy.
Next Steps
If Airbnb fails to resolve this matter promptly, I reserve the right to pursue legal action and to escalate this issue to the relevant regulatory authorities, jointly with other hosts if necessary.
中文

@Airbnb In Thailand, hosts are legally required to verify & report guest passports (TM30) – Airbnb’s own rules say the same.
I complied, yet I was fined THB 6,490, my booking canceled & my listing suspended. The booking was 7 nights under Strict Policy, which should not have been refunded.
My complaint has been pending for over 24 hours with no response, but Airbnb was very quick to deduct money & close the case.
Request: Cancel penalty, reinstate listing, release 7 nights’ payout!
English

Sometimes, people create fake social media accounts designed to look like Airbnb's. These accounts can be used to try to obtain personal information. If you encounter an account that looks like Airbnb's, but asks for confidential information, be cautious and DM @AirbnbHelp
English

@Airbnb In Thailand, hosts are legally required to verify & report guest passports (TM30) – Airbnb’s own rules say the same.
I complied, yet I was fined THB 6,490, my booking canceled & my listing suspended. The booking was 7 nights under Strict Policy, which should not have been refunded.
My complaint has been pending for over 24 hours with no response, but Airbnb was very quick to deduct money & close the case.
Request: Cancel penalty, reinstate listing, release 7 nights’ payout!
English

@Airbnb In Thailand, hosts are legally required to verify & report guest passports (TM30) – Airbnb’s own rules say the same.
I complied, yet I was fined THB 6,490, my booking canceled & my listing suspended. The booking was 7 nights under Strict Policy, which should not have been refunded.
My complaint has been pending for over 24 hours with no response, but Airbnb was very quick to deduct money & close the case.
Request: Cancel penalty, reinstate listing, release 7 nights’ payout!
English

This woman was surprised to discover that the Airbnb she booked on her Italian vacation was her father's childhood home notthebee.com/t0d13
English

@Airbnb In Thailand, hosts are legally required to verify & report guest passports (TM30) – Airbnb’s own rules say the same.
I complied, yet I was fined THB 6,490, my booking canceled & my listing suspended. The booking was 7 nights under Strict Policy, which should not have been refunded.
My complaint has been pending for over 24 hours with no response, but Airbnb was very quick to deduct money & close the case.
Request: Cancel penalty, reinstate listing, release 7 nights’ payout!
English

@Customers_web Hi Mark,
The issue has not been resolved. Airbnb has already deducted money from me, which is unlawful.
I need this matter addressed urgently and the penalty reversed.
Thank you,
Wei
English

@airbnb 1. This was NOT canceled by me – Airbnb canceled it.
2. Airbnb is violating Thai law by penalizing me for asking guests to show passports.
3. Passport checks are required in Thailand under the Hotel Act & Immigration Act, and in fact, in almost every country. Airbnb should not pretend to be unaware of this.
Punishing hosts for following the law is unacceptable.
English

1. This was NOT canceled by me – Airbnb canceled it.
2. Airbnb is violating Thai law by penalizing me for asking guests to show passports.
3. Passport checks are required in Thailand under the Hotel Act & Immigration Act, and in fact, in almost every country. Airbnb should not pretend to be unaware of this.
Punishing hosts for following the law is unacceptable.
English

1. This was NOT canceled by me – Airbnb canceled it.
2. Airbnb is violating Thai law by penalizing me for asking guests to show passports.
3. Passport checks are required in Thailand under the Hotel Act & Immigration Act, and in fact, in almost every country. Airbnb should not pretend to be unaware of this.
Punishing hosts for following the law is unacceptable.
English












