My listing suddenly unlisted..

[Cynthia1284]

My listing was suddenly unlisted without any communication and no one seems to be able to tell me why.  I've spoken to three people and they only say that they will escalate my concern to another team. 

[Alicia753]

Hi @Cynthia1284 it's concerning to hear about your Airbnb listing being suddenly unlisted. Here are some steps you can take to address this issue:

-Begin by checking your email (including the spam/junk folder) and Airbnb inbox for any communications from Airbnb. Sometimes notices about listing changes or issues are sent there.

-Ensure that your listing complies with all of Airbnb's hosting policies. Sometimes listings are unlisted for non-compliance with rules regarding safety, accuracy, or other community standards.

-Verify that your personal information and payment details are up-to-date, as issues with these can also lead to listings being taken down.

-Reach out to Airbnb's customer support. You can do this via the Airbnb app or website. Look for the 'Help Center' or 'Contact Us' options.

-Be prepared to provide details about your listing and any relevant communications you might have received. Hope this helps! 

[Helen3]

Hi @Alicia753 

It's not any of those issues. If you read this forum you will see hundreds of hosts complaining that Airbnb suspends their listing with no notice or explanation.

this normally happens when a guest makes a false safety report

Airbnb break their own T&C by allowing the guests to complain directly to them without approaching the host first. They suspend the hosts listing and refuse to communicate as to why or allow the host to provide their side of the story.

@Cynthia1284 says she has already contacted Airbnb about this three times @Alicia753 so why advise her to 'reach out to customer support'

do you actually read the posts you're responding to - or are you you just using Chat GBT or similar to respond? 

[Cynthia1255]

You nailed it!  False safety report!

And, still I wait. No email saying why. I just happened to notice my listing is unlisted after the last guest.

This guest and family were not from America, so I gave them the benefit of the doubt of not knowing how to operate the basics. He said there was no cold water in the bathroom, after he admittedly stripped the cold water knob by turning it in both directions. There is an entire 2nd full bath available to them on the same level of the house as part of their reservation. I informed him that I’d contact the plumber.  He said he smelled gas and when co-host arrived in 20 minutes, he asked how to use the stove. He had turned the knob half way, of course you smell gas! He complained that the “heater” was causing the house to be too hot and was adamant that he was too hot. Easy fix, adjust the thermostat to the central a/c heating (not a heater). Walked him through it. Finally, he said his nephew locked a door and he still hasn’t taken a shower (16 hours later!). After I dispatched my co-host, he said a family member opened the door without issue.

Since Airbnb has not said who made the safety report, I am guessing it’s him simply because it felt like he didn’t want to pay upon arrival. To add to my bewilderment, the guest gave me a 5 star review thanking me for being responsive, etc. 

It seems like templated language from the Safety team as Airbnb says they may cancel all of bookings, pull my site, etc. I’ll hear from them in 72 hours. Listing is not viewable so I’m losing booking opportunities. 

In that same communication, the Safety person asked if I had any safety issues reported previously. I immediately responded No and shared the entire experience again - of course all as an email response.  

I don’t understand why I am not privy to the details of the report. Can guests or anyone just make anonymous and frivolous complaints? How does Airbnb investigate the complaints or do the guests win by default as the “customer”?  What’s the usual outcome for the host? Will I lose my chances for super host, too? 

I don’t know what to think and the wait and silence is deafening and quite concerning. I’ve invested to make our home a home to our guests, as we all have. And now this. 

[Cynthia1255]

I've spoken to Safety representative as mentioned already. I haven't heard anything since. All actions mentioned here have been taken. I have not heard anything from the safety rep since I responded to the single question: was a safety issue ever reported to me?

[Helen3]

Yes I appreciate you're doing all you can @Cynthia1284 and how frustrating it is when you're being told to take actions you've already taken.

unfortunately from the experience of other hosts who've been in your situation Airbnb will contact you and if it's a safety complaint will let your listings go live again after a few weeks.

in the meantime I would focus on promoting your listings through the other STR channels you use to generate income.

I do hope Airbnb lets your listings go live soon.

[Alicia753]

Hi @Helen3 if that is a safety report, Hosts need to contact Airbnb CS and be routed to their Trust and Safety team, why? Because restrictions due to safety reports from guests can only be resolved by that specific team, the resolutions team confirmed they are not allowed to communicate/provide additional info about this restriction. 

They don't proactively reach out to Hosts about what documentation they need to lift the restriction. I am currently resolving the same case a safety report from a guest with Airbnb, so it's not from ChatGPT. It's up to @Cynthia1284 if she'll follow my recommendations. As for me, it is working. 

[Helen3]

The point is the host said she had already contacted Airbnb three times about the issue @Alicia753 so it comes across as a little patronising for you to suggest she contacts them when she's already done so without any help being forthcoming. 

You say you are in the same situation as @Cynthia1284 yet your three listings are still live on your profile (not suspended) so it doesn't appear that you are.

You maybe dealing with an issue around a safety complaint where Airbnb are giving you a chance to provide evidence/share your side of the story.  From your profile you haven't had all your listing suspended and had Airbnb refusing to communicate with you about the issues that led to the suspension.

[Alicia753]

@Helen3Yes, I understand and am well aware that @Cynthia1284 contacted Airbnb multiple times. The reason why I'm suggesting she needs to contact Airbnb again is because she needs to be routed to a specific team for further assistance where they escalated her concern. 

The resolutions team will keep on saying the same thing that they can't help, and when I contacted Airbnb about this they confirmed that there are restrictions where the resolutions team needs cannot help or assist. Additional info about this, if a host comes across a safety report from a guest, Airbnb will restrict the listing owner's account, resulting in the listing being suspended or hidden from the platform. 

Lastly, you're correct, my other listings are active not just the first 3 showing on my profile. I rest my case. Thanks! 

[Mshari0]

Same issue with zero response from Airbnb Support 

[Jason2389]

@Cynthia1284 Other than what's suggested in this thread you might also want to check if you have by-laws that you need to follow.

I'm not sure where you're located, but in Toronto, there are very strict guidelines and if you don't comply, your listing can be unlisted.

For example, in Toronto, we must file for a short-term registration yearly. If you forget to pay, they'll unlist you. Also have to file for a MAT (Municipal Accommodation Tax) every quarter and if you don't do that, I believe the same thing.