This is a tough read, because someone's livelihood and in some part happiness combine with their AirBnB business, and losing it is painful.

The hell of it is that there are many circumstances in which the customer would not be allowed to know why the cancellation.

I'm most familiar with Bank Secrecy Act rules; some of which definitely apply to AirBnB.

So, for instance, an algorithm flags the house as a likely money laundering location. AirBnB response: notify FinCEN, Thai authorities, turn off customer account without explanation. In the US even telling your employees down the line why the account was canceled might lead to fines and jail time for the compliance folks. I am not making this up, or exaggerating. That's just how it is.

Or, perhaps a repeat customer is the target. Same stuff. Or, perhaps the owner is a small time pornographer / drug dealer / etc in Thailand, and Thai authorities notify the bank, which notifies AirBnB's bank.. Of all the employees contacted, only the CTO would know, but even he might be told "flagged, don't ask." And, that will be all. No matter how much he might care that a good customer stay happy and with the company, getting rid of them is infinitely better than being deposed over a BSA violation and information leakage.