As a customer, this seems out of line.

As someone who has worked in customer service, and observed customer service workers at my company, it seems completely reasonable, especially when dealing with entitled people like the OP and his roommate (from other comments).

That's how Airbnb agents are trained. It's exactly the kind of phrase used in the famous "How I Got Banned for Life from AirBnB" post:

> Additionally, we consider this matter closed and will no longer reply to any inquiries regarding your account.

Source: https://medium.com/@jacksoncunningham/digital-exile-how-i-go...