Guest Said Property is Unsafe and Air Bnb has Suspended Account with No Evidence

[Amanda1429]

Hello, 

I am having a really hard time with Air Bnb right now and could use other hosts support, advice, tips, etc. I have been a host since 2018 in San Diego. We have a duplex property (front house and back house).

 Recently, a guest stayed in the front house. They messaged me of the house smelling like gas and that they used the fireplace. I said, did you turn the gas off? They did not. However, they had to turn the gas on to start the fireplace. I have clear labels next to the fireplace that state which direction to turn the gas on/off. 

The guest left our home asked for a refund, then messaged Air Bnb that our home was unsafe. Air Bnb messaged me and said they suspended both listings. I instantly read the guests reviews and saw that other hosts had said they asked for unreasonable refunds. 

I immediately responded to Air Bnb's message with photos showing the labels and photos testing the carbon monoxide showing that it works. I also brought my general contractor to inspect the property with me. 

I called Air Bnb and was on hold for one hour only to be disconnected. I messaged Air Bnb daily for three days and never heard back. Meanwhile, BOTH of my listings are suspended not allowing guests to book. Which now we are losing revenue. 

Finally, Air Bnb responded after 5 days from their initial response asking me to 

1. Hire an electrician for an exposed wire 
2. Hire a gas professional 
3. Have the City of SD come to the house 

Air Bnb asked for Invoices and statements from these professionals. 

I responded right away and asked for photos from Air Bnb of the exact location they are referring to... I toured the property and inspected everything with our licensed GC, but we cannot find any exposed wires. The gas was caused by the guest not turning off the fire place. 

We obviously would like to ensure our property is safe, but Air Bnb is not giving us any details and I think this is a guest asking for a full refund. 

Air Bnb has not responded. Can anyone please give me advice?? I am beyond frustrated by the situation and Air Bnb is treating me as a host! 

[Helen3]

Oh dear it's always a good idea to check guest reviews that they leave for hosts as well as their own reviews on booking so you can ask Airbnb to cancel if you're uncomfortable @Amanda1429 

reading them only when there's a problem as you've found out is shutting the door after the horse has bolted.

Airbnb have this ridiculous policy of not following their own T&C and suspending hosts on the day so of guests following 'safety complaints' 

@Sophia can you help

[Paula]

Hello @Amanda1429, I'm sorry to hear about this situation. I wanted to let you know that I have forwarded your case to the relevant team for review. Since our Community Center is not a formal branch of the Support Team, they will be contacting you directly.

Thank you so much, @Helen3, for keeping us in the loop.

[Mike-And-Jane0]

@Amanda1429 Do you leave reviews for your guests? I looked at the last 5 people who stayed with you and it appears you do not.