Suspended with reason or evidence

Wowa0
Level 1
New York, NY

Suspended with reason or evidence

My guest called Airbnb saying that I didn’t disclose my security camera on my listing, which is not true. It is in clear writing in the description of my listing.  When my guest did this, You would think that the Support ambassador who owns the case would look at the description on my listing to verify whether or not it was disclosed. It seems that they did not because my account has been suspended. When I realized it was suspended, I called Airbnb right away to see what was going on. I was told that a supervisor or the person who owns the case would call me back within 24 hours. More than 24 hours has passed and I still have not received a call. In the meantime, I’ve called Airbnb several times to see if there was any one that I could speak with to have it unsuspended. Every Support ambassador, I spoke with told me that someone would call me back within a few hours, except for one ambassador said within 24hrs.  They open up threads and then close the thread without resolving my issue. Not one person has called me back as they continually say they will.  I simply want to be able to speak with the individual who owns my case so we can iron this out and have my listing put back. The proof is on my listing, I don’t know why it’s taking so long and why I’m continually being pushed around by Airbnb. Can anyone help me? Please. 

3 Replies 3
Mike-And-Jane0
Level 10
England, United Kingdom

@Wowa0 If it is an internal camera these are no longer allowed by Airbnb - Even if disclosed.

The camera is focused on my door entrance to enforce my rule that only people on the reservation stay at my home.  I charge $50 for extra guests. The guests tampered with my camera, directed it towards the ceiling so that they could have people not on the reservation stay over and avoid the $50 extra guest fee. I have the footage to prove this, and have emailed it in. How is it fair that my guest breaks the rules, and I’m punished. The guest only complained when an airbnb support ambassador told them they cannot tamper with my property and that there is a charge in doing so. How else can an host enforce that guests abide by the rules? None of my previous guests have ever had an issue with the camera because they were honest. @Mike-And-Jane0 if this is the case as you mention, then why did the owner of the case not communicate with me, why do support ambassadors continue to tell me that I will receive a call back and I receive nothing. No explanation on how to resolve this. It’s baffling that Airbnb support continues to promise me a resolution and does not follow through. I’m discouraged as I’m trying to communicate with the support team that should protect hosts from guests who break the rules, but I continually get ignored. I’ve hosted for more than a decade and this has never been an issue, as my previous guests have always respected the rules and informed me of last minute extra guests. 

Mike-And-Jane0
Level 10
England, United Kingdom

@Wowa0 I am only guessing- Airbnb has a method whereby they assume guilt and then, some days/weeks later, maybe investigate to find out if you are really guilty. BUT if the camera is inside or even outside but filming inside the doorway then you need to either remove it (switching off is not good enough) or leave Airbnb.