Airbnb Unlisted My Home - Please help

[Kenny312]

I never thought I’d be in this situation but here I am.

My wife and I decided to convert our personal home into an Airbnb while staying with our firstborn daughter in the NICU. In just five months, we achieved Superhost status with all 5-star reviews. We’ve put in so much effort to create a welcoming and safe space for guests, which makes this situation all the more frustrating.

A few days ago I was informed that my listing was under investigation due to a guest complaint about video surveillance. This was confusing because we are completely transparent about our security setup. We have only three ADT outdoor security cameras: one on the front doorbell, one above the garage, and one facing the backyard. Nothing inside, nothing hidden, and strictly for safety purposes.

I fully cooperated with Airbnb and provided proof, even showing live camera views via my phone to confirm that these were the only cameras on the property. The representative I spoke with thanked me for providing this information and I was hopeful the issue would be resolved quickly.

Then two days later without warning my home was unlisted. Since then it’s been stuck in pending investigation status. Despite multiple messages I’ve received no responses. Every time I call I get the same response that someone will reach out to me but no one ever does.

This is devastating. We put everything into this home, maxing out credit cards, borrowing money, and investing our time and energy to make it successful. We’ve followed every rule, provided excellent hospitality, and done nothing to jeopardize our standing. Now with no explanation our livelihood is on hold. I don’t know what else to do at this point and I’m desperate for answers.

If anyone has experienced something similar or has any advice I’d greatly appreciate it.

[Rebecca]

Hello @Kenny312 👋

I'm really sorry to hear about your daughter having to spend so much time in a NICU. I'm also sorry to hear that your listing was suspended. 

I wondered if you had any further updates from Airbnb about this? 

[Kenny312 · Accepted solution]

Hi @Rebecca ,

I really appreciate your kind words, they really do  mean a lot. Thankfully, the issue has been resolved, and Airbnb has relisted my listing. It was definitely a frustrating experience, but I’m glad it’s finally sorted out. Thanks again for checking in!

Best,
Kenny

[Helen3]

Hello @Kenny312 

Sorry to hear of your experience.Relying on one marketing channel for your business is a high risk strategy.  Fortunately Airbnb is one of many channels you have available to market your STR business.

Hopefully you are doing this already but if not list of all relevant STR platforms. Set up your own direct marketing channels and research and developing a marketing strategy to promote direct bookings.

Look at third party marketing to attract guests you've identified as your target market.

[Kenny312]

Hi @Helen3 
Thank you for this advice. I am also on other STR platforms but prefer to have Air BnB as my top choice strictly based on their customer support. The rest are more backups to fill in days that do not get booked through the Air BnB platform.
Best,

Kenny

[Helen3]

Appreciate that but if Airbnb has decided to remove you from the platform there is little that you can do to get reinstated. @Kenny312 

It would be very unusual for them to remove you just because of a guest complaint about CCTV. Do you know what led to the guest making this complaint?

Airbnb are unfortunately not transparent and their is no abitratation process for disputing them banning you.