unjustified Immediate listing suspension without warning

[Adam201]

Hi, 

This morning at 07:17 GMT i received an e-mail stating that my listing was being suspended for 30 days following a violation.

The violation was the discovery of the word 'parties' in the 8th paragraph of the description, which has not changed for a out 8 years! For this, all my future bookings have been cancelled. Guests started to e-mail me from 07:24 this morning. 7 hours, 3 long phone calls, 3 unanswered e-mails to a special e-mail address that was given to me by customer support  and several apologetic messages to guest later, I am no further forward. 

This is VERY VERY stressful and I feel that my integrity has been trashed.

I understand that some people have breached COVID rules that have caused some negative press for AirBnB, but to suspend with no warning and a black hole as a means of reply is simply unacceptable.

Has anyone else had the same experience? If so, how did you resolve it?

So much for super host status!

Kind regards,

Adam

[Dominique738]

Hi Adam, 

The exact same thing has happened to me today.

My listing has a karaoke machine, and I wrote in the description "It also has led lights to create that ultimate karaoke party night"  In no way was this encouraging out of control parties or "events." I've had that same description for the past few years.  I've even put in the house rules "No house parties allowed"

I've message back customer support but have yet to get a reply. 

Hopefully someone will be able to sort this out for both of us. 

[Quincy]

Hi there @Dominique738, so sorry to hear about this. Just letting you know that I am also passing this on to the team. 

[Quincy]

Hi again @Dominique738, I can see that my colleague Nick has already passed this on to the team for you. 

[Mike-And-Jane0]

@Dominique738 @Adam201 

@Catherine-Powell Two more classic examples of the Airbnb 'suspend first and then do not engage' policy that is so damaging to the poor host involved. I am sure you will not reply to this posting but it is stories like these that will, rightly, drive people away from Airbnb.

We drive through Draycott-in-the-clay regularly and I can assure you it is not a big party destination!

[Adam201]

Thank you for your support @Mike-And-Jane0 

It's been a very stressful day and its good to know I'm not alone in my dilemma. 

We state in Paragraph 2 (6 paragraphs above the offending 'P' word) that excess guests will be asked to leave immediately.

Just like @Dominique738 we have tried to comply in every way, but are treated as an inconvenience to AIrBnB, very sad, I have supported and defended AirBnB through the pandemic, praising their stance and refund policy, but all that good will has been wiped away with this ill thought out procedure.

What a shame @Catherine-Powell 

[Elena87]

@Adam201 

There were a few cases discussed recently just like yours, here is the link to pizzagate below 

https://community.withairbnb.com/t5/Help/Suspension-policy/td-p/1360860

[Mark116]

@Catherine-Powell 

This is something that should be easy for Airbnb to fix.  All you need to do is create a 2 step protocol for listings that are suspended, not what appears to be an automated procedure.  A more senior person would review the reasoning/evidence behind any suspension and presumably, listings that simply have the word 'party' in them, or another example, listings that get suspended for 'undisclosed camera's when the cameras ARE disclosed, would not be suspended.  The fact that these fairly easy oversight processes don't appear to exist is more evidence of how Airbnb 'values' the host community.

[Stephanie1933]

@Catherine-Powell 

Hi Catherine,

I need your help! Or the help of admin staff. Following on from what @Adam9 has been saying...

I wouldn't normally do this but I don't know what else to do... On Monday I received an automative message saying my listing was being delisted (I am a Superhost with fantastic ratings of 4.99).  No proper reason was given. They wouldn't message me back or ring me so I could clarify what was happening. I tried 7 times to get hold of someone and after 3 days a lovely lady called Nova from the Safety Team looked at my listing and could see no violation and if there was something it was my guest not me!

I was told my case was being accelerated due to the fact I am not in violation of any Airbnb rules. But I haven't had any communication with the specialist team regarding my case at all. 
I am finding this whole situation incredibly stressful. Right now we are in Summer (I live in New Zealand) and I can't get any more bookings due to my house being delisted unfairly. Please help get this sorted for me. I am at my wits end 😞 

My house is called Sevenoaks Hideaway - Family Friendly near Airport. Christchurch, New Zealand. 

Stephanie Cowden 

[Mike-And-Jane0]

@Stephanie1933 sadly it appears that @Catherine-Powell doesn't have the power to stop these Superhost suspensions.

I am particularly concerned for you in that the property doesn't appear at all on your profile. It is usually greyed out when people are suspended. Can I suggest you check in your account that it is still listed.

[Stephanie1933]

@Mike-And-Jane0 thank you for your reply. 

Yes, they have unlisted my property without a conversation or reply to my messages. It is so upsetting - I haven't done anything wrong. Superhost with 76 5* reviews! Not how I would think a Superhost should be treated. 

[Emilie]

Hi @Stephanie1933, 

I'm so sorry your listing has been delisted and you haven't been able to get the help you need urgently. I will escalate your case internally to nudge the team, and someone will be in touch soon to follow-up if they haven't already been. 

Thanks, 

Emilie

[Stephanie1933]

@Emilie thank you! I really appreciate your help. Steph

[Stephanie1933]

@Emilie I still have not heard from anyone regarding my case. This is Day 6 of my listing being unlisted with no explanation or contact from The Safety Team. It is Summer here and the busiest time of year and I can't get bookings for January. It is very stressful!

I have tried numerous times to get help but the same message is sent that I have already contacted them and they close the case.  I am so disappointed that this is how Superhosts are treated.

I actually feel like I am being treated like a criminal - guilty until proven innocent but I haven't even been told of my 'crime'. To suspend someones listing with no communication is incredibly unfair and unjust. I don't know what to do next it is so so stressful. 

[Bhumika]

Hello @Stephanie1933 ,

Just came across this! Your issue has already been highlighted to the concerned team. While we cannot say much about the timeline,  please rest assured if you have not received any communication yet, you will receive it soon. 

We're happy to announce the Month of Celebration!

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