My listings have been suspended - 12 years with Airbnb and 1393 reviews so, literally, thousands of people hosted.

[Maggie411]

Hi Everyone. I’ve been unceremoniously suspended this week. No calls or emails from Airbnb. People in superhost support have been sympathetic but can’t help as it’s with a “specialist team”. Has this happened to anyone else? I despair.

Still no contact from them at all, six days later. I have called superhost support four times and gleaned it’s because a woman who booked a couple of weeks ago said she didn’t feel safe in her review and wouldn’t stay again. In fact, she didn’t stay or even come in my house (I’m a live-in host) as at the last minute she informed me that “plans have changed” and her relatives would be staying instead. Stupidly, I went ahead with the booking. Warning to everyone: never go ahead with third party bookings, even last minute changes.
The reaction of Airbnb is astounding.

[Helen-X0]

Maggie, I am sorry to hear about your experience. We have had the same situation, the guest wanted to leave earlier, so she made a false report saying her daughter was unsafe. It has been two weeks but we have never been reached by a SPECIALIZED TEAM. You take care. 

[Bhumika]

Hi @Maggie411 @Helen-X0, Did you happen to hear back from the Support team or received any update since the time you posted?

[Mike-And-Jane0]

@Maggie411 I am not surprised you were/are suspended. Entering a guests space during their stay is a big offence and it is very clear that no host should do so. I have copied the relevant guests review below

Maggie was a great host, giving local recommendation. The area was easy to find and close to the city centre (8 minute drive). There was bus stops and a train station nearby as well. Also not too far from bath for day trips! Our issue with the stay is that there was no lock on the bedroom door. The first time we went out we had a feeling someone went in so the second time we left a sock in a particular position on the floor behind the door. When we came in the sock was on the bed. Maggie had emptied the bin and gave us new glasses, however we didn’t appreciate what felt like an invasion of privacy (especially since bags had been moved, zips were not the way we left them). We didn’t feel safe to leave our belongings in the house since anyone could walk in. We asked Maggie about the lock on the door and she said she didn’t need them since she’s a super host (this does not align with prior experiences in host’s houses). We probably wouldn’t stay here again.

[Maggie411]

Hi and thanks for printing the full review. I am so upset about this I will reply fully.

This person didn’t enter my house at all. I’ve never met her or spoken to her or hosted her. The day before the booking, she messaged to say plans had changed and other people would be staying. I felt it too late to cancel even though it was then actually a third party booking. In fact, she lives locally (and gave 3 stars for location!). I asked for their names and contact numbers and that they must read the listing so there would be no surprises.

Locks on the bedroom doors are not listed in the amenities. Clearly, they hadn’t read the listing details but even so, on arrival they could have said this wasn’t acceptable for them and chosen alternative accommodation. I would have refunded rather than have unhappy guests.

We aren’t required to put locks on doors. Where I’m staying in Liverpool just now (also with a superhost) there is no lock on the door, nor in many places I’ve stayed around the world. (I didn’t say it was not required for superhosts! I’ve never spoken to the woman.)

I’ve been a host for over 12 years. The rooms I let are in my own house and I always change the glasses, fill up the water bottle,  take out rubbish and remove any crockery. This service is often mentioned in reviews and is appreciated. I am sensitive and don’t touch people’s belongings, as may happen in a hotel. It’s not like a self-contained unit where one would leave guests to their own devices.

When I went to say goodbye to the three people who stayed (after their second night) the father said he believed it was a requirement of Airbnb for their to be locks on the doors, that his son (of 19) hadn’t felt safe to stay so had gone somewhere else. He also said his son suffered with anxiety because of ADHD. I said I was sorry his son was upset and that in future it might be best for him to make bookings from his own account and thereby check the accommodation was suitable for his son.

I believe the person who made the booking had not intended to stay, but had manipulated the system so it was difficult for me to cancel.  I think she feels bad that the young man had an uncomfortable experience and has lashed out.

Interestingly, a couple of my regular guests stayed the same weekend and left a glowing review. 

Unfortunately, this has cost me hundreds in lost bookings and affected me badly. We all get guests that don’t work out perfectly from time to time. I’ve hosted thousands of people and it is bound to happen. The draconian way Airbnb has handled this is beyond belief, with no communication whatsoever and a blanket, undefined ban. 

If you’ve read this far, you’re nuts! Have a lovely day and thanks for those who have understood and given support.

[Mike-And-Jane0]

@Maggie411 I think you have missed my point. If you really must enter a guest's room the you must agree this up front with the guest.

[Helen744]

@Maggie411 although it is nice to change water etcetera it is an invasion of privacy nevertheless. Locks on doors are a moot point as it can be a fire and safety issue, but guests being able to lock their doors should be a thing , in my opinion.At the end of the day , they are travelling , often with valuables and do require privacy. So if it is your habit to enter a room then let the guest know beforehand and stick to a time. Also if the booked guest did not stay then ask for their review to be removed as they are not actually allowed to review... H

[Fred13]

This is a conflict of styles, where one is assuming an implied  policy of Airbnb is that the host could never walk into a room or place they own while guests are staying, even for the kindest of reason or innocence, while it is rented. Granted it is a risque move, and best to be on the 'safe' side to not do so, but in many cases it is not a violation of privacy but of miscommunication.

Secondly, the whole hysterical subject of third party booking shouldn't be so, for the real issue is to keep in mind that the risk with a 'third party' also applies to added guests, meaning they are usually guests that have not read the description of the listing, and there lies the risk with them. We deal with them all the time, but spell things out to all when they walk pass the door, for that is necessary with all guess regardless how they gained the right of entry.

Thirdly, this suspension issue on the part of Airbnb definitely merits closer examination, it could be a very unfortunate event, especially when it could happen so unexpectedly and applied for the silliest of host contentions. In this case was because the son suffers from ADHD, which we do not have a blessed clue what the heck that is.  And then such suspension is decided by who knows who at Airbnb's side. And for how long is another matter. Maybe their CS personnel have  psychiatric degrees or maybe not, we certainly do not.  The right of not feeling safe or uncomfortable is a tricky standard and could be abused too easily that it is why laws are never written so broadly because then they can be applied too capriciously. This reality also could make bookings via Airbnb nowadays too chancy and that is not a plus to the brand. Example: we notice that since our bookings are 50% direct and roughly 50% via Airbnb, those of the former we approach a lot more relax than those via Airbnb, when anything may happen and not everything is within our control. No, we are not so worried about past reviews of anyone and more reliant on our ability to address any issue concerning our place on a case by case basis, on the spot.

/off podium, leaving my two cents on the adjoining table.