Delisted - Long term Superhost

[Penny369]

For several years without incident or complaint we have occasionally hosted small weddings and family celebrations for residential guests at our 5-star AA listed property. We have a lovely riverside location and a small marquee and we are fully insured to do this.

Despite having a strong policy (which is printed in our listing details) regarding noise and outside lighting at night, even insisting on only hand-played non-electronic music, and that all events stop before dark, a person at Airbnb called 'Jay' peremptorily delisted our property for a month under a regulation to do with 'party houses' claiming :

"We have determined they contain advertisement or promotion of unauthorised party or party-friendly space(s)."

This arbitrary behaviour, after years of being a Super host, is extraordinary. We have never held an 'unauthorised party' and would have no benefit from doing so.

This decision was sent to us by e.mail at 08.26 

We wrote to complain immediately - which took a few minutes

At 08.57 Jay wrote back

"We have decided to uphold our original decision and we consider this decision final."

Clearly there is no 'we', this is one person making the decisions.

Apparently it is possible to re-list under Traditional Hospitality - which seems contradictory - but we have no idea how to do this and this option was not put forward to us first.

When we tried to complain about this, we spoke to another Airbnb employee on the telephone and they said they would refer us on to a 'dedicated team' and that they would call me on my mobile. When I checked the e.mail thread several hours later the case was listed as 'closed'. No-one had called on the mobile. We wonder if the case was simply referred back to 'Jay'.

Is anyone else going through this experience? Its definitely a first for us with Airbnb, until now the Customer Service was excellent.

[Helen3]

To be honest I wouldn't bother with the letter. @Penny369 it won't make any difference. 

I've already flagged with Nick one of the admins for you so hopefully he can help you get a response . 

I seem to recollect last year they did ask hosts to remove the word 'party' from their listings.

likely if you remove the word party you will get a temporary ban for  a couple of weeks

im sure your listed on other platforms so hopefully will still be getting inquiries.

[Penny369]

Hello Helen

Thank you very much for doing this. 
I think it is probably due to your kind efforts that we did get someone from Trust & Safety to respond to us.

We still dont have a category we fit into. There really should be some differentiation between town and country houses in the first categorisation of Property Type.

You are right about removing the word 'party' last year. We did this, but I put the old copy/text and photos back when lockdown regulations were easing. I didn't realise that Airbnb were going to keep the 'group' ban going perpetually. I can understand them banning 'house parties' and of course, there is an option to do this on any listing, but groups - such as small weddings, corporate off-sites and birthday parties (often for 70ths, 80th etc.) is a completely different thing.

Throwing the baby out with the bath water, it seems to us ...

Anyway, we are so grateful for your kind intervention.

Do let us know if you are in the area as you are so close in Bristol. Come and have a coffee by the river when we are allowed. Not long now!

Kind regards

Penny - Housekeeper

[Penny369]

Hello Dominque

Its a pretty crazy situation isn't it!

Whoever is delisting people is just searching for certain words and not the context in which these words appear. 

We just get automated responses back.

Its a real shame that Airbnb's Customer Service, which used to be brilliant, is unable to get through to the so-called 'Trust & Safety' Department. That is where the problem is.

If you do manage to contact a human being, please do let us know. If we do - I will let you know.

Best wishes

Penny

[Mary996]

@Tara-Bunch 

Can you help @Penny369 

With much love Mary xxxxxxxxxxxx

[Penny369]

So many thanks Mary.

Its been awful for us and our staff.

We were just recovering from COVID-impacted revenue ... now this.

Your kind response is very much appreciated.

Penny xx

[Dominique738]

@Penny369  Any updates? Did you manage to get in contact with the correct department? 

[Penny369]

Hello Dominique

Thank you for asking. Yes, someone from Trust & Safety did contact me. Someone very polite who didnt sound like the first robotic response!

They advised us to relist under a difference heading under 'Property Type', as maybe Boutique or B&B. However, the main house doesn't have the attributes of a Reception and other 'hotel' qualities like shared common spaces, most guests want to be private within their own group, nor do most guests (because they have a very large kitchen) want us to cook breakfast....

So I am asking them to create a listing 'Farmhouse' . Which is what we are - ratified by DEFRA. A lot of farmers need to diversify and the ability to host small celebrations and host corporate groups (in our case teaching rural skills) is an important alternative source of income.

I do realise this won't apply to you, sorry to go on a bit, but I just thought I would answer in full.

So the problem surrounding 'Houses' still isn't solved as there aren't enough alternatives or any differentiation between town and country houses in the first main category of how to list your property (This is under the heading Property Type)  And, it is the first categorisation which determines if you can host groups having form of celebration (such as weddings) or joint event (such as off-site corporate training). The second categorisation (which does include a type of property called Farm Stay is merely descriptive, not determinative.

We aren't there yet, Dominique and remain delisted at a crucial time.

Thank you again.

Penny - Houseke

[Dominique738]

@Penny369 - Just a quick note to let you know that my listing has now been reinstated. I would just advise to keep on sending emails to the initial email you were sent from Airbnb. 

I had that same email a few times from community support stating 'we have decided to uphold our original decision and we consider the decision final.' - it was a different advisor/name every time. 

I don't know if it was the persistent emails every day or if I managed to get through to the right person who actually read through my description properly but something definitely worked. So don't give up and I hope it works out for you.

Take care and lots of love xx

[Penny369]

Thats great news Dominque

Thank you for letting me know

Best wishes

Penny