Hi everyone! I’m asking anyone on this platform for your honest advice on this matter, anyone been through this horror story of mine . Two weeks ago I approved a guest for a weekend stay thinking she was visiting relatives. To my surprise after giving her a chance of booking with me and approving her stay, a review came in of 1 star from another host later that day. I immediately messaged the guest and informed her about her bad review that was just posted and I would like to think she will turn that around and treat my home as if it were her own. Well she threw a party the first night which a few of my neighbors contacted me via airbnb platform and said they heard loud cars out front and loud music. I then contacted airbnb that following morning and found out that their policy changed and before airbnb can cancel the reservation the host(me) now has to send a respectful warning to the guest about her wrongdoing. Therefore I did, and she ignored the rules and my warning for the second time (keep in mind I had already warned her prior to her first night stay after I was able to see her bad review) a review that was not made public yet until later that day. Otherwise I would’ve never allowed her to stay. She decided to have another house gathering of over 50 people the 2nd night ( something I brought up to airbnb the first night ). At this point I even called the police because airbnb was not getting back to me in the middle of the night when I messaged them directly. The police came out and did get some of the uninvited guests out but mentioned I would need to speak to airbnb directly about removing the guests from my home. I was grateful for the police to show up and for the neighbors to inform me of what was going on. I also have surveillance cameras and shared everything with airbnb the first night and second night. But it wasn’t until 2 days later after speaking with at least 15 reps that I was able to finally get a phone call from Ruben in the safety department , that her reservation would finally be canceled. Thank God those guests left . Sadly my house was turned upside down, smoke cigarette, weed smell and burnt marks on my dining table and pool table, scratches on my hard wood floors along with all of my 30 white towels completely destroyed. Even my smoke detectors went missing. Cleaning lasted about 3-4 days. Washing everything drapery, rugs, couches, pillows you name it. Airbnnn told me go ahead and submit the claim damages if guest doesn’t respond that they would help. So now I just got hit with a message from Ash that my listing has been suspended for the 30 days due to :
“Violating the Community Disturbance policy”
This is what they said
“so we’ve paused your listing for 30 days. If you relist this property during the pause period we may remove your account from the Airbnb platform.
We want everyone in the Airbnb community, including your neighbors, to feel supported and comfortable. If we receive a similar report in the future and find that your listing doesn’t follow our Community Standards and policies, we may take additional action, including removing your account from the Airbnb
I’ve asked Ash to call me at my number and he hasn’t. He said no point in calling me since the case has been closed. I’ve been asking different reps to help me and nobody is able to contact me from that so called “internal” department .
I have had nothing but great reviews on my listing and no issues prior to this guest.
And now I feel like I’m being punished for a guest that fell through the cracks and caused this unfortunate situation.
My listing states no large gatherings allowed, no more than 10 people allowed. I have no idea how my listing is not compliant. Yet no representative can explain to me where on my listing am I doing wrong.
This is very frustrating not having my questions or concerns answered , it’s like I have no voice. That Guest supposedly got kicked of airbnb platform but so did I 😞 When all I did was open my beautiful home to her.
I need answers !!! This is so frustrating
