Assistance Required Regarding Suspended Account

[Mahmush0]

 I am an Airbnb host from Izmir, Turkey. Unfortunately, my account was suspended last week, and I have been unable to determine the reason for this suspension. I have reviewed the Insights section on the app, which indicates that everything is in good standing. However, I am unable to change my listing status from “Suspended” to “Online” The platform advises me to contact customer service or a community manager, but I am unable to send a message by app or website as it asks me to retry repeatedly.

 Could anyone kindly let me know the possible reason/s for the suspension and provide guidance on when my account could be reactivated?

For context, I have been on holiday since Christmas, and during that time, my property was managed by a co-host. I hope there are no serious issues preventing me from continuing as a host. I called the hotline but thet have still been replying me by app which no sense.

[Patricia2526]

Hi @Mahmush0 

If your Airbnb listing is suspended, the first step is to check your email. Airbnb usually sends a notification explaining why the suspension happened,

[Joelle43]

Really sorry to hear about you being suspended @Mahmush0.  Can your co-host shed any light on the matter?  Did they experience any issues with a guest maybe who complained to Airbnb about something serious?  Cameras?  Someone entering the listing without permission? 

The possible causes for suspension are many and as you weren't there it makes it even harder to say but as @Patricia2526 rightly says, Airbnb usually notify the host that a suspension is possible if a host has received two recent negative reviews.  Is this the case?  What were the reviews like during your absence?

[Ignacio493]

I ve been suspended for a monthm they told me they d contact me in 48h and they dont reply at all. They close my tickets constantly and i spoke to 5 managers that only apologise and told me i d be contacted "soon". Over a month and nothing. I had to open account on vrbo. Agoda. And booking. If they dont fix it just no other possibility...

[Joelle43]

A whole month with no explanation @Ignacio493 😱 Wow that is a really long time to have to wait to find out why you are suspended.  I noticed that you created a post on the subject a few days ago but haven't had any replies.

@Rebecca - Hello Rebecca, do you have any idea what advice we can give to fellow hosts during these suspensions that for some hosts seem to come out of the blue?  How come no-one gets back to them?  Surely this isn't right?

[Ignacio493]

If you contact support they have NO IDEA AT ALL. They say its active on their end ... And they dont know anything . You send the screenshot and they ll say they d pass the info to the other team and thats it. I called them over 15 times in these 28 days. They have no clue. I also spoke to 6 managers and they only apologise and say the team will contact me "soon". Some of them made promises of less than 48h and of course...it didn't happen.

I open accounts with other platforms but airbnb doesn't even let me import the good reviews that i had and the superhost status. 

[Rebecca]

Hello @Joelle43, thank you so much for the tag here. A month is a very long time with no explanation. 

@Ignacio493 - I'm truly sorry to hear that your listing is suspended and that you haven't been able to get the support you need during this time. 

I've sent you a direct message with some more information and hopefully you'll hear from support soon. Ensure that your email address and other contact details are up-to-date. 😊

[Joelle43]

Amazing @Rebecca 🤗