Suspended account

[Donna14]

Dear Airbnb Community, we have been Superhosts since 2018 and our home is rated 4.93 with 300+ reviews. On Dec 6, our account was suspended. A disgruntled guest had just left a negative review that Airbnb was however willing to remove. No one from Airbnb alerted us to the suspension nor provided us with a reason for the suspension.  We have called and messaged Airbnb every day and Airbnb support says that they are sorry and will “escalate” the matter, however the days go by and the matter remains unresolved. Airbnb has removed the listing, preventing others from booking the home. This represents missed rental opportunities and hence missed fees for Airbnb. Meanwhile, Airbnb support continues to close out the case. Who can we contact to find out what is going on? Your help is very much appreciated. - Donna

[Alicia753]

HI @Donna14 dealing with a suspension from Airbnb, especially after a situation involving a negative review, can be challenging and stressful. I hope these recommendations below can help. 

-Gather all relevant information and documentation related to the negative review and its removal, your interactions with Airbnb, and any other pertinent details regarding your listing and hosting activities. This will help you present a clear and structured case to Airbnb.

-If your initial inquiries do not yield results, consider submitting a formal appeal. Clearly state your case, including any misunderstandings or discrepancies, and explain how the suspension has affected your business.

-Ask for a clear and detailed explanation regarding the suspension. This will help you understand their perspective and the specific issues that need to be addressed.

-Continue calling and messaging Airbnb. It's crucial to be persistent but also polite and professional in your communications.