Community manager Help need it

[Monika869]

Can a Community Manager Please Help Me? 🙏🏻

I honestly don’t know where else to turn.

For over two weeks, I have been trying to get someone at Airbnb to properly review my appeal and the documents I have submitted. Instead, my cases keep being closed, I have to start over from the beginning, and no one seems to be looking at the evidence.

I feel completely silenced. Every time I contact support, I explain my situation, upload all of my documents again, wait for a response, and then the case is closed without resolving the problem. Meanwhile, my listing remains unavailable, I am losing bookings every day, and there seems to be no way to speak to someone who has the authority to investigate the issue properly.

My case is not a standard duplicate listing. It is an address ownership dispute. I have official documentation proving my right to manage the property, along with other supporting evidence, but I cannot get my case in front of a team that can actually review it.

Has anyone managed to get a closed case reopened by a supervisor? Is there a department that deals specifically with Trust & Safety, Legal, or Property Ownership/Address Disputes?

I am not looking for special treatment. I am simply asking for someone to review my evidence fairly instead of relying on an automated decision.

If a Community Manager sees this, I would be incredibly grateful if you could help escalate my case to the appropriate team. I have all the documentation ready and am happy to provide anything else that is needed.

Thank you to anyone who has taken the time to read this or offer advice. It would mean a great deal to me.

[Helen3]

Hello @Monika869 

so you don't lose bookings if you're not doing so already I would suggest listing on other STR platforms. 

it's not clear from your post - what do you mean by an ownership dispute ? Have you bought the property from another host who had their listing taken down because of poor ratings or other issues? 

your profile shows a live listing - is this the one you're referring to? 

[Monika869]

Thank you Helen3 for your message!

Thankfully, it’s all sorted now after two very stressful weeks.

The issue wasn’t an ownership dispute as such. We made the mistake of renting the property to a company, and during their tenancy they listed our house on Airbnb themselves. Unfortunately, there were a lot of problems with how it was managed.

When the tenancy ended, we took back possession of our property and created our own Airbnb listing so we could manage it ourselves. Airbnb’s system initially flagged it because the property had previously been associated with the former tenant’s account, but after providing proof of ownership and the tenancy documents, the issue was finally resolved.

If anyone else finds themselves in a similar situation, don’t give up. Keep providing the evidence, be patient, and keep asking for your case to be reviewed. It was stressful, but in the end it was resolved.

Good luck to anyone going through something similar

[Monika869]

It was my other listing .