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

[Stephanie1933]

@Bhumika thank you for replying but not being able to give a timeline is incredibly unfair. A way to ruin someones business. 

[Bhumika]

Hello @Stephanie1933 ,

As mentioned earlier in the thread below, we had escalated your case. I hope, by now you would have received some communication and that your issue has been resolved. 

We're happy to announce the Month of Celebration!

Can’t find what you’re searching for? start a conversation

[Mike-And-Jane0]

@Stephanie1933 ddi you ever get a reason or apology as to why your listing was suspended?

[Stephanie1933]

@Mike-And-Jane0 after 7 days I got an automative message giving me suggestions to improve my listing so I won't get any parties or events... nothing to do with me at all! Frustrating. 

[Mike-And-Jane0]

@Stephanie1933 that explains it then - There was a rash of suspensions in the past when Airbnb suspended any listing where the word party was used in its description. You may still be falling foul of this as you say 'EVENTS: Strictly no events, parties or gatherings, unless by prior arrangement.' Which does imply you may allow parties. As a minimum I would remove the parties bit.

[Adam201]

@Katie please can you help me het my listing back up and running?

Just like 'pizzagate' i have had my listing suspended for 30 days and all my future bookings cancelled -yes ALL future bookings CANCELLED due to one word that has been in the description for years.

I have called customer support 4 times today and they tell me the issue has been escalated as an 'urgent' issue but cannot tell me what urgent actually means and no one reading this outside of AirBnB will be surprised to hear that i have been deafened with the silence in AirBnB's responce.

Please be the exception to the norm.

TIA

Adam

[Adam201]

 Hi all,

@Nick @Liv @Quincy @Katie @Lizzie 

In desperation I'm having to use blunderbus tactics - is there anyone at AirBnB that can help me please?

@Admin7 @Admin6 @Admin5 @Admin4 @Admin3 @Admin2 @Admin1 @Brian 

Please help, after 11 hours of constant trying since 07:17 GMT this morning AirBnB has made my day hell, all I get from CS is 'have a nice day' PLEASE can somebody HELP NOW.

Thank you.

Adam

[Mark116]

@Adam201  did you try them on twitter and facebook?  Some say this is faster.  Also send a message via the platform so your side is in writing.  Good luck keep us posted.

[Adam201]

Update - reinstated at 22:22 this evening! 

Not much of an apology- see below:-

“We added a note to your account so our representatives know that you’re aware of our policies.

If similar listing content is flagged in the future, we may take further action on your account, up to and including removing your account from the Airbnb community.”

Thats reassuring!

[Adam201]

It’s like being released on remand! 

[Mike-And-Jane0]

@Dominique738 Have you had the same result as @Adam201 ?

[Dominique738]

@Mike-And-Jane0No it hasn't been resolved yet. I haven't had any email responses as of yet. I have phoned customer support and dm'd them on twitter and they have put notes on my account. They keep saying I need to wait for the correct department to get in contact with me - how long that will be god knows. 

It's so frustrating - someone was about to book a long weekend break in December and by the time they wanted to book my listing wasn't visible - so I'm losing out on bookings. I've been a super host for 4 years and this is how they treat their hosts - not acceptable! 

[Adam201]

@Mike-And-Jane0 

Hi, I'm sure you have done the same, but I phoned them every 2 - 3 hours yesterday to demand an update, which was pretty useless, but made it clear how stressful it was and that I was on the verge of panic attacks (true - my partner had to sit me down as I was pacing around the kitchen).

I also bombarded lots of contacts on this forum and sent e-mails to Theo Lomas - theolomas@gmail.com (got that from LinkedIn - Head of Public Policy and Government Relations (Northern Europe) ) and tried guessing Catherine Powells e-mail address in a random attempt at getting somewhere.

I don't know which method (if any) had any affect, but got there in the end. 

I'm now in the process of un-blocking dates I held for 7x cancelled bookings and e-mailing them with updates so I can release the dates once that have got their refunds back in their account.

So, although happier today than this time yesterday, still very busy sorting out AirBnB's manure.

Good luck

[Quincy]

Hi there @Adam201, thanks for the tag. I've passed this on to the team just now! 

[Stephanie1933]

@Quincy 

I also need your help!

I wouldn't normally do this but I don't know what else to do... On Monday 12 December 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.