Suspended for Weeks Now with No Answers - Seeking Help Navigating Airbnb’s Review Process

[Sam8424]

I’m at my wit’s end. Overnight, all three of my listings were suspended without clear explanation. Airbnb’s notice mentioned sexual content, but I’m not sure exactly what triggered it; I can only assume it was a few blurry photos of a guest in a bikini that could have been mistaken for nudity but many other listings have those in my area (Joshua Tree). 

I’ve been a Superhost since 2017 (eight years now!) with a 4.9 average across my properties. They usually run at very high occupancy, and this sudden suspension is costing me and my partner a small fortune. I’ve deleted every ambiguous image, read the Content Policy front to back, and reached out to support multiple times (calls, emails, messages, etc) yet I’m still stuck in limbo with no real response. Furthermore, one of my listings is partially owned by a partner of mine, and she is being penalized as well even though she had nothing to do with the flagged listing.

Ive read that some of you have faced similar suspensions, which is why I’m coming here for advice. What finally pushed Airbnb to lift the freeze on your listings? Did you find a certain email subject line or a particular escalation channel that actually worked? And how did you handle collateral suspensions on listings that had nothing to do with the original issue?

I’d really appreciate any advice, scripts, or strategies - heck, even just a bit of commiseration right now. Thanks so much for reading.

[Joan2709]

@Sam8424 

Commiseration for sure...

This is how Airbnb handles guest complaints...it's all listings get suspended. Sometimes Hosts don't even know their account is suspended until they try to log-in to their accounts.

It usually takes 10 business days for the "Specialized Team" to respond. You are not able to contact them. You said, weeks? You just have to wait. I'm sorry. 

[Sam8424]

Thanks for this Joan. Do we know / is there any high likelihood that it will be suspended indefinitely? if I can be fairly sure that it'll come back online, I can go about my regular business and wait it out but I just fear that because its so opaque, it could just stay this way and I get lost in the crowd as it were...indefinitely. I know its not really a question anyone can answer but do we know whether there are reports of this and whether it is common for suspended hosts to just get forgotten about?

[Joan2709]

@Sam8424 

It is not common for listings suspension to go on indefinitely. Airbnb normally does 1 of 3 things and they will notify you what that will be:

1. Permanent suspension

2. Lift the suspension with warnings and reinstate the listings

2. Dismiss the supension as without merit and reinstate the listings

[Shelley159]

Hi @Sam8424 

Do you mean there were blurry photos of a guest in a bikini that were part of the photos in your listing?

If so, I would guess the complaint may have been related to how the photos were obtained. You say you've removed them, but Airbnb may want to review previously uploaded photos to see whether any of them could have come from security cameras placed in violation of the rules, or undisclosed cameras. Perhaps they will review all of the listings' cameras in the same way. As @Joan2709 has said, if this is manually done by a team it will take some time.

Here are the camera guidelines:

Use and disclosure of security cameras, recording devices, noise decibel monitors, and smart home de...

[Sam8424]

Thanks Shelley. No, sorry for the confusion. This was a photoshoot I arranged with a professional photographer. I have one of those shipping container pools with windows (Side note, I do not recommend a pool made out of steel - think rust). One of the photos was of the model swimming past the windows underwater - and that shot is a bit blurry. I have no cameras anywhere near the pool. I have one pointed at the driveway which is pretty far away and can't see the pool. My other properties are similar - no camera except at the driveway. 

[Helen3]

Are you sure it's the photo they are talking about rather than any communication with a guest . @Sam8424 

in your original post you mention a photos of a guest in a bikini then later on you said it was a model - which as it ? 

If it was photos that have been on the listing for some time that would be unlikely to be the cause . 

Presuming you don't rely solely on Airbnb as the main marketing channel for your STR business I would focus on 

marketing on your listings through the other channels you use while you wait for Airbnb to make a decision.

[Sam8424]

Thanks Helen. Yeah my first message wasn't clear - didn't mean guest. it was a paid photoshoot because I needed a photo refresh. The photos had been up for less than a month. I am sure that must have been it. But I will never know. The listings just got restored. 

[Shelley159]

@Sam8424 have the listings been restored? I can see 3 bookable listings on your profile, are they all back?

[Sam8424]

So my worst fears did not come to true. Yes they just restored my listings! (with a "note" on my account). Thank you all for the help and support. I am glad I could get some guidance from you all.