On the 27th Airbnb suspended my account to investigate a report made that my house is "unsafe". I had accepted a booking for 2 adults and 2 children for Aug25-Aug 27. In the early hours of of Aug 26 my external camera (which I declare in all my advertising) alarmed, being an unusual hour I reviewed the alarm and saw that I now had 4 adults and 4 children staying in the house. My house limit is 6. I contacted Airbnb and the stay was cancelled. I spoke with the chap representing Airbnb about any retaliatory review etc. The 2 male guests became very aggressive and abusive on having to leave the property, the one disappearing and then reappearing with a picture of a pulled apart electric wire, telling me his young daughter had been electrocuted the night before. I told him not to damage anything else in the house, he did, he pulled the bottom part of the stair bannister from the wall. When they had left and locked the property they refused to give me the keys. I had to call the police. They told my neighbours to the property that I have cameras overlooking the pool !!! They left me an unsurprising 1 star review in which they say the police told them that the police receive a lot of complaints and have had to attend my property many times before....which is thankfully untrue. Anyway they eventually left and we got on with things. On the 27th I received a notification that I was under investigation for having an "unsafe house" and how seriously Airbnb took such allegations. I put in a complaint about the threatening behaviour and intimidation. I sent Airbnb on Aug 28 camera footage in support of this, along with pictures of their damages: I then had to send the security camera footage again on Sep 2 as Airbnb said there was no sound (I checked the original e-mail- there is sound and I double checked the email I sent on the 2nd). Have heard absolutely nothing more about the "unsafe house" issue in all this time. I have asked for information regarding the steps taken in an investigation and the time frames tied to it.....the name of the "team" dealing with it, as of this morning escalated apparently .....but still no answer or requested information.
On Sep 8-10 I had a booking for 4 adults and a baby that Airbnb said would not be cancelled. Sure enough it wasn't cancelled and they left me a 4 star review. I really thought common sense would now prevail....but no! Today on Sep 13 I am still suspended because of the "steps" needed to be taken in this ongoing investigation. No one will tell me what the steps are. I am completely gobsmacked by the fact that Airbnb knowingly let a group of 4 adults and a baby take a trip to a suspended "unsafe" house,???? We feel completely let down by Airbnb and unprotected on their platform. The 1 star review is still there, I still have no resolution and just get fobbed off from the call centre or passed around for a bit. I today still have not received the link to claim for the damages. Airbnb said I have to contact the guest myself which considering they said they have our safety to the fore and the fact that the guest was abusive and threatening is not acceptable.
Eighteen days later my calendar is still blocked. How do I get any common sense from Airbnb?
