Listing was unlisted with zero communication

[Alexander1253]

Hi, posting here to see if anyone can provide any help with an issue of my property being unlisted without be given any reason why. The only information I've been able to gather is that possibly a neighbor sent a video about guests at my property. Of course they would not share said video with me, or even detail what it was of.  When I asked the guests about it, they sent me photos that they had taken of themselves which do not show any party, and they were clearly there to enjoy the mountain. They suspect the neighbor was racist or xenophobic and didn't like that they spoke Spanish while they were outside. 

Airbnb customer support is completely unhelpful in this matter and keep referring to the safety team who is "investigating". 

I've been a super host for years, have multiple listings, and have always held Airbnb in high regard, but this experience is changing my view. 

Also, how are hosts supposed to control the actions of guests? If I tell guests the house sleeps 8 and then they invite a friend over, does that constitute a party? Why is it the host that is punished when we obviously would not allow parties as it is against the rules of the platform and would be a surefire way to get your listing canceled. Someone who strives for super host and continues to get that would obviously not jeopardize their listing/income.

It's really frustrating to have this happen

[Helen3]

Hi @Alexander1253 

sorry to hear this .

If you host remotely then you can see whether guests are meeting your house rules in terms of whether they bring in people not on the booking  and partying  by installing CCTV.

did neighbours complain your guests were partying? What's your relationship like with your neighbours? Do they have your number in case of any concerns? 

[Alexander1253]

@Helen3 

I haven't wanted to install CCTV as I think it's nice to have privacy. I have given the neighbors my number but they've never used it. They've usually been friendly to us.

[Helen3]

If you don't want to install CCTV it's going to be difficult to know if guests bring visitors not on the booking/party/break any house rules against late night noise /disapprove any false claims from neighbours 

most decent guests don't have any issues with outdoor CCTV.

[Alexander1253]

True, but I guess I thought that was the guests responsibility to follow the rules, not mine to try and remotely enforce the rules.  I don't feel like I have much recourse if a guest breaks the rules.

My main concern at the moment is getting the listing back up and going. Is there anyway to get information about that? Airbnb has provided basically none, and no timeline or anything, so I'm just in the dark about it. I don't even fully know what the issue is/was, so I don't even know what I should be trying to prevent or do to solve the issue. 

[Elspeth24]

HI there,

We have been suspended since last night and no reason or email sent or given. We live beside property so know if stuff goes on. W e suspect a strange guest has done this. We have ten , 5star ratings  and great reviews and only been doing this since june .Help.

[Helen3]

No it's our job as the host and business owners to ensure our guests follow the rules and don't upset our local communities @Alexander1253 

all you can do is call airbnb back regularly to try and find out.

[Alexander1253]

Could you give some examples of how to ensure that when operating remotely?

Installing cameras could be one way to find out if something is happening, but if a reservation shows up with an extra guest that I see on my camera, what is the process for talking with them about it? Do I say "hey send that person home or else I'll call the cops" or "...send that person home I'll report you to airbnb" or is there a way for me to report it with Airbnb before/without communicating with the guest.  Am I going to have to worry about getting a 1-star review afterwards?