Airbnb decides to suspend my listing based on 1 complaint from guest

[Romain683]

Dear Airbnb Community,

I need to bring attention to any hosts/potential hosts what recently happened to me.

By way of short intro, I am a user of Airbnb since several years, on both sides (traveller and host) with excellent reviews and comments.

Lastly we welcomed travellers (who were new on Airbnb) who started from day 1 to make numerous complaints though staying in my property. At the end of their stay they made allegations and false claims about cameras existing inside and outside the property. True, the only camera is outside my property and complies with Airbnb policy.

Still, Airbnb took side with these travellers and decided to suspend my listing without any notice or communication justifying their decision.

These last days I came across a new instance with these same travelers who acted exactly the same with others hosts!

As a host I am extremely disappointed by Airbnb - how can travelers who behave badly, get bad reviews (violating Airbnb policy) are allowed to use this platform swindling hosts and, in the meantime, I as a host am excluded from Airbnb with my listing removed??

Can someone from Airbnb explain publicly here how such thing is possible?

[Guy991]

Hello @Romain683 ,

Yes, but everything you’re saying has already been discussed here.

First, please check an older post of mine about what to do when a guest checks in and then decides they do not want to stay. That clearly applies to your situation, since the guest started complaining on day one. In my opinion, that is where your mistake began.

If you are in the right and the guest cannot prove there was an interior camera, Airbnb may reinstate your listing if you persist.

However, if you did have a camera inside the property — and I hope not — that is a serious violation. Interior cameras are strictly forbidden and Airbnb treats guest privacy as one of its most important principles.

That said, I have almost accepted guests like this myself, people who end up contaminating the platform by destroying the trust that holds it together.

With Instant Booking turned off, carefully screening your guests, and trusting your instincts, these kinds of guests should not even make it to your door.

They usually end up with hosts who do not care, because the guests do not either.

[Joan2709]

@Romain683 

This is Airbnb's policy anytime a guest claims there are "hidden cameras" at the property. The listing is suspended until the investigation is complete (usually 10 business days). You cannot contact the Specialized Team handling it, but they may ask you for documentation or information.

What were this guest's previous reviews like? 

I hope you have left (or will leave) an honest review of this guest. Don't miss the 14day cutoff to leave a review and warn other Hosts. Be careful about mentioning the camera allegations though in your review, as future guests may be put off by that. You may wait until your listing suspension is lifted (but before the cutoff) and say something like:

"[Guest's Name] stayed with us for [X nights], and unfortunately, the experience was not positive. Throughout the stay, the guest consistently expressed dissatisfaction, despite our prompt and courteous efforts to address their concerns. The guest also made claims about the property that were not true and subsequently proven false by Airbnb.

We always strive to provide a comfortable and welcoming environment for our guests, but this guest’s communication style made hosting unusually difficult. We cannot recommend this guest to other Hosts and we would not Host again"