I have been a host for over 7 years and recently I have had more interaction with Airbnb customer services, safety team and community support than usual. This is because sometimes the guest goes to Airbnb to report a problem or make a complaint rather than approach their hosts. I usually talk to my guests so things are resolved quickly but there are some that go around the host for genuine and dubious reasons to get a refund.
I have had 3 such incidents in 2021 and every time it happens I get an email from Airbnb to tell me someone has reported something but for privacy reasons they cannot discuss it. I am required to provide any information that could aid resolve the complaint and until the listing/account will be suspended until this is investigated. I would ask for more information about the complaint and it would be denied because of privacy policy. I would ask which listing and/or guest name, again information is denied due to privacy policy. So how am I suppose to answer the complaint if I don't know anything about it?
Regardless of what I have said each time, it seems to have fallen on deaf ears and the outcome is the same. I will get a reply back saying based on the evidence Airbnb has received you are in breach of standard regarding whatever it is they are passionate about that day and that a note of this incident has been made on my file. They also tell you that if this happens again they will de-active my listing or account and remove me from the platform. They provide links to the policy they are referring to.
So if a guest were to make a complaint whether it is genuine or not, you as a host are guilty in the first instance, your account is suspended or you are threatened with suspension so you may suffer financial loss and you are accused for failing to meet standard even if you tell them there is no issue and it has been dealt with if there was.
My gripe is that there is a total lack of transparency. I understand privacy policy to protect personal information which I agree should not be disclosed but the details of a complaint does not fall under privacy. A complaint has been made and you are accused of something but you are not given any information but are expected to deal with it. Why does Airbnb think this is a productive way of working with their hosts??
There needs to be a process whereby the Airbnb agent dealing with the case is held accountable if an unfair or unjustified decision is made. It does not instil trust or faith in the person making the decision on an outcome if they are not able to provide the reason behind their decision. They hide behind this privacy policy and threaten suspension or deactivation of your account all the time regardless.
