Hello Community!
Just want to give a quick update and share my experience with everyone. Firstly they finally removed the suspension on my listing this morning! Hooray! My listing had been suspended for 72 hours, as our calendar was quite full for Jan, we didn't technically suffer a lot of financial lose, but definitely very stressful 3 days for us.
Also want to give a big shout out to @Sophia, who had helped me to raise the attention to the case manager, thank you so much Sophia!
Here comes the full story:
We reported a party and unregistered of a stay on 5/Jan, we noticed the situation through our ring camera. We phoned Airbnb and the guest immediately to inform the situation. Airbnb reached out to the guest and informed him about his violation of my house rule and about the party. The guest lied to us about asking the unregistered visit to leave immediately, but they didn't leave until 2 hours later.
They checked out on 6/Jan and left a message saying"thank you for all your kindness" and the flat wasn't damaged so we let it go.
In the morning of 7/Jan, we noticed the listing was unlisted and the error shows "internal" please reach out to customer support for more info. We didn't get any warning/message/email to explain the reason why our listing got suspended. On the same night we received a phone call from safety and security team saying that our listing was suspended because there was an ongoing investigation of my listing but the Ambassador didn't share any info about the report/timeline of the investigation and didn't need any info from our side. At first we thought it was the report we made about the party so we told her that we don't want to continue with that report anymore as now the guests had checked out so everything was ok. The Ambassador still insists to work on the report as they took any report seriously and couldn't share any other info with us currently. We can just wait for reply from Trust and Safety team.
On the 8th/Jan, we made more than 50 calls and sent multiple messages through different channel to Airbnb support but all we got was that we need to wait for the reply from the safety and trust team. We didn't have any info about what was going on. Same night we received another call from our case manager, she told us there was no update but somehow she mentioned they dropped the report we filed about the party, but someone reported that they felt uncomfortable during their stay so the Airbnb safety team is still investigating. As we read through many post and chat on community center, we immediately realized it was a false accusation and retaliation from the guest that we reported the party and 99% sure it was about the ring camera we have at the main entrance. We clearly mentioned it both on the listing description and safety/property that we have a ring camera, the location, and where it's facing. We don't have any recording device within the flat. We then wrote a very long message to explain we don;t have any recording devices within the flat and listed out all the potential devices that could be considered as a recording device (our NUKI smartlock device set). Even though the case manager didn't request any info from our side. We still share all the info with them.
On the 9/Jan there was still no update but we felt like there was nothing we can do, so we just waited for the case manager to reach out. We got a call same night 11 pm and she told us there was still no update about the situation. At 3 am, we finally got an update saying that we should update our description to " We have installed an exterior ring doorbell system with a camera facing the main entrance of the flat (outside the flat), the device will record only when it detects motion and will save the recordings for 7 days, no camera or recording system inside the flat", our previous version was "We have installed an exterior ring doorbell system with a camera facing the main entrance of the flat (outside the flat), no camera or recording system inside the flat" they added "the device will record only when it detects motion and will save the recordings for 7 days". We immediately updated our description and the case manager said all was ok now.
The suspension was removed on 10/Jan morning.
All in all, compared to many of the other hosts who had the same experience, our case was solved in 72 hours and no big financial damage, so we felt quite grateful. As we believed the guest who reported us didn't have any evidence to support his accusation hence the case was solved somehow fast compared to 10 days/1 month waiting. But still, guilty until proven innocent is not a fair system and we suffered a lot of mental stress.
I hope none of you will need to go through all of this and all the best to every hosts!
