HELP! Listing shows “Suspended” on my side, Airbnb sees it “Active” — stuck for 3 days

[Diana2977]

Hey everyone,

I’m honestly out of ideas and hoping someone here has seen this before.

A few weeks ago I temporarily deleted my listing while doing some interior and flooring updates. Once everything was done, I reactivated it, but right after that it got suspended.

I called Airbnb Support and they told me it looks active on their end. But on my side, it still shows as suspended. Then one of their senior reps called me (she was super nice) and even confirmed that when she logs into my account, it also shows as suspended, even though her system shows it as active. She asked me to send photos, which I did right away, but it’s now been three days and I haven’t heard back.

There’s still an open case about it, but no one is replying. Meanwhile, my listing is basically hidden and I’m losing bookings and income every day.

Has anyone else dealt with this kind of glitch before? Is there anything I can do to force Airbnb to refresh or re-sync the listing? This has been so frustrating because Support keeps saying it’s fine, but it’s clearly not.

Thanks in advance for any advice.

[Joan2709]

@Diana2977 

Check the status of your listing in preferences:

Listing Editor

Tap the cog icon top right

Listing Status

BTW...it's better to just block your calendar rather than unlist for a variety of reasons.

[Diana2977]

Hi, thank you for your reply, in the preferences, it shows as suspended. Please see screenshot below. In my listing tab, it also shows as suspended. 
Support says they see it as active, however a supervisor did acknowledge that this is a bug but i have not yet gotten an answer. My property is still suspended and i can not find it in search.

[Joan2709]

@Diana2977 

UPDATE

Listing appears active?

[Shelley159]

I agree @Joan2709 - the listing with that photo is active for me too.

[Diana2977]

Yes still shows as suspended. A senior supervisor told me this is a bug but my case has been pending for 3-4 days now. Please see my response above.

[Joan2709]

@Diana2977 

You listing shows "active" to both myself and @Shelley159?

This is the listing ID:

https://www.airbnb.com/rooms/1524854671875586938

I was able to book a stay and the calendar is open.

Are you sure you don't have duplicate listings? 

Try logging off your account and logging back in using your email address (not your phone number).

[Shelley159]

@Diana2977 I did a private mode search for 6 guests in Santurce and found this listing, so definitely active.

It just wasn't ranking well for me. Perhaps I'm not using a keyword your guests would use - you should do a private mode search and check (to see it as active and also to check where it ranks and whether you should lower the price, etc.).

[Diana2977]

Thank you so much,
so what do you think is the issue? Why does it say Suspended on my end? 
It still says suspended on my end, what could the reason be?

[Shelley159]

Hi @Diana2977 

I haven't seen this exact problem here before, and I can't think of any reason other than those that @Joan2709 has mentioned:

1) Could it be that there was a duplicate listing (i.e. one is suspended and one is active?), although - from what I've seen posted on this forum - Airbnb seems to deal more harshly with duplicates. In case there is a duplicate, delete the suspended version of the listing.

2) Does it solve the issue when you log out of your account on all devices, clear the cache, and log back in?