Urgent Support Needed – Listing Incorrectly Removed as “Duplicate”

[Ana33886]

Hello everyone,

I am reaching out as a long-standing Superhost of over 8 years who is currently facing a very urgent and distressing situation.

Our listing “Lvl 63 Sunset Skyline • Luxe 3BR • Parking • CBD” (ID: 1494078926203491205) in Melbourne has been removed on the grounds of being a “duplicate.” This decision is incorrect and has already resulted in severe financial losses of thousands of dollars each week.

Here are the key facts:

• We acquired and only obtained legal access to this apartment on 15 August 2025. Any previous activity is unrelated to us.

• Airbnb only provided us with a listing ID and title of the supposed “duplicate.” Since it is not our listing, we have no way to access details (host, description, photos, address) to properly respond or defend our case.

• According to Airbnb’s own Duplicate Listing Policy (Help Article 3566), removal applies if the same host relists the same property. This does not apply to us.

• We have submitted evidence in our previous appeal (legal documents showing we acquired only from 15th August, ID, etc.) showing this is a legitimate and unique listing.

Despite this, our appeal was closed with no further explanation or evidence provided.

As a Superhost who has proudly referred guests and new hosts to Airbnb over many years, this experience has left us feeling unfairly treated, unsupported, and unable to recommend Airbnb with confidence.

What we urgently need now is for this case to be escalated to the Trust & Safety team at the highest level, with transparency provided about the listing Airbnb claims is duplicated, so that a fair manual review can take place.

I kindly ask for guidance from the Community Managers here, as well as support from fellow hosts who may have faced similar situations. This listing represents a significant investment, and each day it remains blocked we face major losses.

Thank you in advance for any help or escalation you can provide.

[Joelle43]

Hello @Ana33886 

Yet another poor host falling fowl of the AI driven system that removes a duplicate listing even if it is under new ownership.  I am afraid Ana this is not the first time that we have seen similar posts and I'm including one of them for you to read through:

https://community.withairbnb.com/t5/Ask-about-your-listing/Listing-Removed-Despite-New-Ownership-Nee...

There are new hosts buying properties that have been listed on Airbnb in the past that are suffering the same fate even if the reviews have been very good so that just doesn't make sense but it does show that the AI is not fully functional and that a human has to oversee the possible removal from the platform if it suspects a duplicate listing in the case of new ownership.

I'm tagging some CC managers so that they can relay this problem to the competent department as quickly as possible to avoid any major financial losses.  @Bhumika @Rebecca 

Hang in there and I hope a solution is found soon🙏
Joëlle

[Ana33886]

Thank you so much for your kind words and for taking the time to share this helpful information. We really appreciate your support and the clarity you’ve given us around what might be happening.

Yes, we completely agree with you — based also on the other post you shared, it feels very unfair. Our listing is clearly not a duplicate, and yet we are facing the same difficulties. We truly hope, with the kind support of the Community Managers, that this case can be escalated properly so we can reach a fair solution as soon as possible.

This is extremely important for us, as every day the listing remains blocked means significant financial losses for a property that is entirely legitimate and newly under our care. We are very grateful for your encouragement and for tagging the right people who can hopefully help us resolve this quickly.

[Joan2709]

@Ana33886 

Yes...Airbnb's AI system for identifying duplicate listings simply suspends the listing without determining if the new listing is a legit new owner. A HUMAN should make decisions AFTER reviewing the documentation supplied by the new owner. That is not happening. The AI continues to suspend listings that it shouldn't. Just because there are two listings with the same address does NOT mean the new owner/listing is trying to circumvent Airbnb policies. This is why AI should not be allowed to suspend the listing without a final review from a HUMAN.

@Rebecca @Bhumika would you forward this to the appropriate team at Airbnb? This continues to happen and is contrary to Airbnb's own written Circumvention Policy. This policy is only supposed to suspend listings that have had previous bad reviews or listing suspensions and with the same Host trying to circumvent that. This policy should NOT apply to legit new Hosts who purchase the property and create a new listing and are NOT affiliated with the previous Host/Owner.

Circumvention Policy

https://www.airbnb.com/help/article/3566

[Helen3]

Hi @Ana33886 

I would focus on attracting bookings through the other platforms you use and direct booking while you try and resolve your issues with Airbnb.

[Emilie]

Thank you Joelle, Joan and Helen for assisting and supporting Ana. 🙂

@Ana33886 I'm really sorry to hear you've been working your working through a challenging situation; I will send you a direct message shortly to follow-up. You can access it by clicking on your profile picture in the top right corner, and going into your Messages.