My listing is suspended and no one knows why

[Leon3339]

Dear all,

I urgently need help with my Airbnb listing, which has been closed/suspended for over 24 hours. Despite reaching out to Airbnb multiple times, I haven't received any assistance. Each time I contact them, I'm told that my issue needs to be escalated to another team, but nothing happens, and I've been waiting for hours. When I try to follow up via chat, the conversation is closed because there's an ongoing issue.

To make matters worse, our account was suspended without any prior notice. We discovered this only when our listing disappeared from all booking platforms, as we have linked calendars. This means we've been blocked not only on Airbnb but across all platforms, without any notification! Is this really how a professional service should operate?

Currently, we have guests in one of our properties, and we recently asked them to adhere to our house rules (no loud music, no playing outside in the early morning hours, no parties, etc.). We suspect that this suspension may be related to their behavior. However, no one has contacted us to hear our side of the story or to clarify what's happening.

Has anyone else experienced something similar, or does anyone know how to escalate this issue to the right people at Airbnb?

Thank you in advance for your help!

[Joelle43]

Hello @Leon3339 and I am so sorry to read about your situation.  There are countless posts on here that tell the same story - the host warns the guests that they have broken the house rules and they get their listings suspended as a result.  Yet, Airbnb's policy is clear - no parties and guests should respect the hosts house rules.

If you make a search here on the CC, (type in listing suspended) you'll read about other hosts going through the same thing.  It would seem that it takes at least 5 days for the "specialised team" to get back to the host whilst they investigate.  Investigate what?  No idea as no-one at CS seems able to tell the host why their listing(s) is suspended but more often than not, it's because the guest has made a false allegation and the guests word is gold and no-one contacts the host to get their version of the matter.

I can imagine how desperate you must be feeling and just hope that your listings are reinstated quickly but keep calling CS and use the chat in our message thread.  

Keep us posted and I'm sure you'll have other hosts posting here that are in the same situation;

Joëlle

[Leon3339]

Thank you very much, Joëlle! That's exactly what I was thinking and how we feel right now—I believe you "hit the nail on the head." I’ll definitely keep you all updated.

Thanks again!

[Joan2709]

Hi @Leon3339 

This is Airbnb's procedure when a guest makes a complaint; suspend first while they investigate. No matter if the guest is fabricating their complaint as retaliation and no notification to the Host. 

With your synced calendars...can you turn off Instant Book (if using) on the other platform(s) and unsync the calendar(s) so at least the listing is open on the other platform(s)?