Listing is being suspended and removed without enough review of appeal request

[Yong253]

Airbnb sent me email yesterday with title “Your listing has been permanently suspended”. 

Looks like Airbnb suddenly detected my previous tenant’s listing that contained pictures of my house. The listing was not accessible anymore at the time. 

Basically, My tenant used the house for Airbnb from 2023/01 to 2023/08. On 2023/08 we had terminated the lease. After that I and my cohost renovated the house and started a brand new listing which gets nearly all 5 star previews. 

Airbnb confused and thought my current listing is closely related to the previous listing by my former tenant and decided to remove my current listing. Airbnb support could not understand the matter and refused to reactivate my listing.

[Ng47]

Can you guide where to debate and negotiate and talk thing down ? 

I cannot seem to get their email or their specialist to discuss

thanks 

[Yong253]

Keep reading on this thread. basically reply to their email.

[Yong253]

If that was the case (the previous listing is permanently suspended), say someone bought the house, would not he/she be able to list the house ever? (this is very similar to my current case) 

[Yong253 · Accepted solution]

For my case, to be fair, Airbnb finally reactivated my listing yesterday, about 10 days after my appeal.

I called many times in the beginning 2 days. But that did not actually work, as the case is handled by a specialized team who gets little information from the support team who answers the phone.

I think what helps in my case is a well written explanation email with supporting documents including lease contract, management contract that basically prove my listing is not related to the other listing and I simply cannot use the other listing.

My suggestion for hosts who encounter similar issues is to provide all your supporting documents and explanations in writing in the initial appeal. And wait.

[Frances3408]

@Yong253. Yong, great news! Just a thought but have you uploaded all new photos now? If you know what the old ones were, try to avoid similar.

I suspect Airbnb has employed an AI bot in an attempt to get to the bottom of duplicate/illegal listings.

I posted here in Host Circle that earlier in the year AIrbnb said it had culled 100,000 listings worldwide which it also had many culls in the previous year so its going to be an ongoing thing. If you arent reading HC regularly you are missing out on the latest intel 😉

[Yong253]

Frances, Yes, I did. My former tenant has also removed his listing with my pictures. Otherwise it could still be a problem.

[Mourad87]

How did you manage to send them an e-mail if I may ask. I only seem to be able to contact help center through chat or phone. 
I also would like to send a full report on my situation but I’m limited to a word count and my appeal. 

[Yong253]

Yes, that is something Airbnb should improve. 
my appeal got denied initially, and the support told me that I can reply to the denial email and they can see that.

the email was 

reply@email-support.airbnb.com

Otherwise I think you could send pictures and screenshots of key documents in your appeal.

[Rufina6]

Please who do you write to? How do you know who to write to? By email or Airbnb inbox? Every attempt to write on Airbnb support they immediately close it and state that my case is being handled by a specialized team whoever the specialized team is have never reached out to me and they would always say to avoid confusion this case is closed and we will continue to help you in the other open  thread or case. I’m not sure what case they keep referring to. Same thing when I call and I have called like 20 times already as my listings were suspended without any notifications or explanation of reason why they were suspended. Since I didn’t get any notification or communication I am at dead end on who to communicate to. I’ve sent lots of information etc and to no avail. 
I am a superhost with almost 5 stars and great reviews. Airbnb really really disappointed me. This has been going on now for over 2 weeks. No answers or explanations. Very very frustrating. I’m rethinking Airbnb. I’m just better off renting my house. This is ridiculousness at the highest level!

[Yong253]

Yes, similar to my experience, please see my reply to the previous post. You will needed to reply to the denial email. Calling Airbnb support does not help much as long as you have one open ticket.

[Joelle43]

Hello @Zheng49 

Strangely enough, there are two French hosts that have posted today to say that they have had their duplicate listings delisted so maybe there is a new crackdown on the behalf of Airbnb?

[Zheng49]

Yea that looks like the case. The ban wave must have just started yesterday. 

[We-Host2]

This has happened to us as well. We lost two listings today. Both had previous issues, but are unlisted, we unlisted them prior to the issues happening. The issues happened during the reservations that were occurring after the listing was unlisted. Then because our new listing is unde our company account Airbnb has permanently suspended it… very frustrating. Both listings have 4.84 star ratings! 

[We-Host2]

And the old listings have 4.83 star rating! 

[Yong253]

That is pretty good. I suggest you to provide enough supporting documents and explain clearly in your initial appeal.