@Gayle148
You can try tagging Head of Hosting @Catherine-Powell , but I don't think any of us know how to speak to the Wizard.
The problem is, I see stories like yours on this CC pretty much every day and no answers from Airbnb about what is clearly a serious and frequent problem (who knows how many other hosts this has happened to who have not posted about it here).
Airbnb's Trust and Safety department (or whatever it's called these days) has a policy of 'guilty until proven innocent' when it comes to hosts. So, if a guest claims there are hidden or undisclosed cameras, the host gets suspended. If the guest claims there was a gas leak, the host gets suspended. It's then up to the host to prove the non-existence of something. Even more annoyingly, sometimes the host is suspended and told they need to fix an issue, but Airbnb won't tell them what the issue is!
Then there are the hosts who are suspended for something the GUEST did, e.g. the guests had a party or flooded the listing and the host gets suspended instead, plus has their damage claim refused. So, they are getting penalised for something the guest did but, at the same time, told they are not getting reimbursed because apparently the guest did not do it?? What the???
Meanwhile, you can't get hold of a logical person to speak to, if you can speak to anyone at all. Or, they call you at 3 or 4 am, or they don't call you full stop.
I would like to see Airbnb compensate the host for loss of earnings and other associated costs EVERY time Trust and Safety suspends a listing erroneously.
So, for example, guest claims there was a gas leak, gets refund and host's listing is suspended even though the host says there is no gas supply. Host hires gas engineer to visit property and issue report that there is no gas supply. Airbnb pays host for lying guest's full reservation, any other reservations that have been lost due to the suspension and for whatever the average amount of bookings that host normally receives in that time period, plus the cost of the gas engineer.
Of course, that's never ever going to happen. I am just day dreaming here, but wouldn't it be wonderful if Airbnb had to pay for their own mistakes? I'm sure they'd be less gung-ho about these suspensions.