Unknown person listing my house and airbnb refuse to remove it

[John8881]

Hi,

It is a disgrace and dishonor behind this company, that  now has a score if 1.3 on Trustpilot (18000+ reviews).

I have contacted airbnb via email, their contact form and phone, just to receive a conversation in bad English with an individual that did not understand my very simple questions and suggestions. 

So i had to ask the police for assistance in removing the listing of my house, which someone has listed.

This house is my private property and i do not rent it to anyone.

Still. It is listed. Causing guests to be scammed. Causing me to have unknown and angry visitors.

Why are Airbnb still in for this?

[Shelley159]

Hi @John8881 

In case you haven't tried this option, here's how to report a listing:

Report a listing - Airbnb Help Center

[John8881]

Thank you. I have reported this and also spoke to your support you via phone.

The problem is: Someone (may be the previously owner of the house) is still listing my house as if it was for rent. But it is not for rent.

The person who put up the missing is not contactable. I can confirm i bought the house in January.

The solution to this problem is simple: remove the house from the listing.

However, your support has so far failed.

Kind regards.

[John8881]

*The person who put up the listing (autocorrect error)

[Shelley159]

Hi @John8881 

Those of us who reply here don't work for Airbnb, we're just hosts and guests, so all we can do is try to help you think of ideas to solve the problem.

So far it seems you've contacted Airbnb support, and you've also used the direct link to report the specific listing for removal. Let's see if others have more suggestions.

[John8881]

Yes, thank you very much.

I also had to do a police report.

I did receive an email just minutes ago, where they wrote:

"Are you able to confirm if the Guests are still on your property?"

Which to me means they still have a hard time understanding my problem. I see no point in answering their delusion. Maybe i am not clear about the situation, but do not know how explain it in a better way than i just did.

Thank you 

[Joelle43]

Hello @John8881 

Just to be clear, @Shelley159 is not part of Airbnb's customer support but a host, like me and as a community forum we contribute to the best of our ability to help fellow hosts or other people in need of some help, all for free of course.

This issue must be addressed as this can only result in people getting scammed and certainly not good publicity for Airbnb and a major hassle for you if you end up having people turn up on your door. 

I will tag some Community Managers here to alert them of your situation but they will only see your thread tomorrow I'm afraid.

@Bhumika @Rebecca @Elisa @Quincy 

[John8881]

Hello Joelle43.

I do understand that. Thank you for understanding.

I tried the other contact ways before, but without result, so tried here now.

Well, it might be the wrong forum for it, so i think i just have leave it here. 

Thank you for your time.

Kind regards 

[Joelle43]

Hello @John8881 

I feel this is too important to give up just yet but a little more patience is needed I'm afraid.

Have you tried contacting Airbnb via Instagram or Messenger?  Definitely worth a try John🤗

[John8881]

Thank you. I am not in a hurry, but think this may be the wrong forum for this issue.

I do not use Instagram, but may try messenger later, thanks for the tip.

I think it is a bit sad that the support i have been in contact with do not understand my problem, neither over phone or mail. So the odds may be bad on Messenger aswell..

1 someone is listing my house at if it was for rent (may be the previous owner). The house is Not for rent.

2 i bought the house in January and have the papers for it.

3 the person who lists the house is not contactable.

4 solution: remove my house from the listing. I can confirm the ownership.

The consequences may obviously be troublesome, as you wrote, Joelle43. And the solution would benefit all. Probably even the one who put up the listing in the first place, as she may not have access to her email or something.

How can i improve the description of the problem? Is it really unclear?

Kind regards 

[John8881]

I wrote this to airbnb 'support' yesterday:

"Hello.

I will try to describe my problem again:

1 Someone is listing my house as if it was for rent (may be the previous owner). The house is Not for rent.

2 I bought the house in January and have the legal documents for it.

3 The person who lists the house is not contactable (we have tried).

4 Solution to the problem: Remove my house from the listing. I can confirm the ownership.

Can you help me with that or do I have to continue with legal consequences, which I'd rather not.

To clearify: Your question about whether or not someone is at my property right now is irrelevant, that is not a part of the current situation.

Here is the infringing link: (*removed*)

Kind regards,

..."

Here is the support's reply today:

"We understand that you'd like us to remove the listing in the Airbnb platform. However, we have to authenticate the owner of the account and have an approval from them as well to proceed with the process.

You can report the property in the Airbnb platform. There is an option for reporting ad or profile to remove it from the platform.

To know more about reporting a profile, you can follow this guide:

1. Once, you are on the listing page

2. Scroll down until you found the Host profile, where it says "Meet your Host"

3. Under the Host description click on "Show more"

4. It would route you to the Host profile

5. Scroll down at the very bottom and there's an option on reporting a profile

Once, the profile has been reported the listing would be investigated and removed in the Airbnb platform.

Kind regards,

Airbnb Support

Visit Help Center

Contact Airbnb"

My answer:

"Hello,

I Have Reported it to you already. Twice.

The person who wrote the listing also do not answer.

How can you still not understand the situation?"

As far as i can see this is at least true incompetence in action from their support.

[Shelley159]

Hi @John8881 

As a guest, one has access to the host's phone number. I assume you wouldn't want to waste your money by making a booking (unless it's an absolute last resort), but next time a guest shows up at your property, you can both look at the phone number and hopefully get hold of the host.

The phone number can be found just below the Message button on a reservation.

[John8881]

Thanks for the advice.

The host is missing. I have been in contact with authorities here in Sweden and her family left Sweden or she may even be dead. According to records her husband left Sweden. That is what they can see.

The authorities here have also not been able to reach her.

[Shelley159]

@John8881 you should include the above information in your message to Airbnb support, if you haven't done so yet.

[John8881]

Thanks. They Are Informed.