Has anyone else had Airbnb remove your home from their platform for 30 days And no one will call you or explain to you anything? I’ve had super host for three years! Help

Judith373
Level 2
Dixon, IL

Has anyone else had Airbnb remove your home from their platform for 30 days And no one will call you or explain to you anything? I’ve had super host for three years! Help

Hi, I’ve never been part of the community in a group. I had something happen very unusual and I am deeply disturbed and very confused and wondering if it’s happened to anyone else or any other host and hostesses know of anybody this is happened to. I wake up in the middle of the night to see that Airbnb has sent me a message from a woman named Eve. She states that I’ve been banned for 30 days and I should remove from my description that my house is open and spacious and perfect for events. It’s been like that for three years. I’m 65 it’s 100-year-old house it’s called “grandmas house” And an event at grandmas house is A family birthday party or a family get together after a memorial or a luncheon. There has never been a party and I’ve never invited anyone to have a party it’s not allowed. A family event is different than a party. But I was told I violated terms in service because of  that one sentence! To make the dagger Sinking deeper this person, Eve, she canceled my booking. A family come in tomorrow for a week! Left them high and dry! I’m horrified I would never do that to a guest I’m heartbroken I don’t know what to do. I made an appeal for help and Eve came back on and said I reevaluated And my decision stands and this is closed! I hope somebody read this and can help me or talk to me about this. They just cost me a lot of money. I love my gas I love Airbnb and I’m horrified that they have this power to squash someone and not give you a reason. She also said if I try to relist the house at any time in the 30 days I will be removed from the platform forever! When I go to my listing it says it’s in sleep mode reactivate your listing. I’ve been trying to figure out what’s going on. Is there more to the story is there something you’re not telling me. I have one neighbor on the block that’s a racist does not like people of color staying at the Airbnb. We called Airbnb and Complained but Airbnb spoke with me they were on top of it they were kind and compassionate and they ruled in my favor. I’m wondering if the same neighbor has done the same thing but it went to a different person because I have had Latino people and I’ve had a husband and wife mixed race is just in the past couple weeks.  If my neighbors are slandering my Airbnb you’re making false accusations against my guess or me I think Airbnb should be honest and forthright and tell me because I will take legal action. You cannot slander someone, you can’t turn in somebody’s business because you’re a racist and hurt that business and cause that business owner money and not have some recourse I just need to know what’s going on. No one will call me back this is been a day and a half of a nightmare ! I hope somebody beats us and have some information. Thank you in advance for anybody that considers this and read it and can you point me in the right direction or give me a phone number for someone I can call from Airbnb. They must have a legal team. Judith

15 Replies 15
Lisa723
Level 10
Quilcene, WA

@Judith373 unfortunately you are far from the first host to have this Kafkaesque experience. If you watch this forum you will see it happens regularly. In general, there seems to be nothing you can do except wait. They will not tell you the source of the complaint, but it sounds like your guess about your neighbor is reasonable. Hopefully after the 30-day suspension you will be relisted; other hosts have been permanently delisted with no explanation or recourse.

Thank you so much Lisa for responding. This is also disturbing. I thought Airbnb had our backs. I removed the sentence they told me was the violation . I did that immediately, to no avail. It’s very disturbing that no one will call me and I can’t speak to someone. Do you know how to get a number for them? I’d like to talk to their legal team.thank you! Judi

I can see other peoples super host badges. In this thread I don’t see a super host badge on my icon picture. I’ve been a super host for almost 3 years straight. I’m wondering now if Airbnb also removed my super host status and didn’t tell me. Can you see your badge next to my icon photo or is it missing? I take great pride in being a super host. The least Airbnb could do for us is Put us in contact with a real person.

Sharon1014
Level 10
Sellicks Beach, Australia

@Judith373   Sorry to hear this happened to you and to your guests.  While it may have been a complaint from a neighbour, it may also be Airbnb's current dislike of the "perfect for events" line in your description.  Airbnb is busy trying to undo it's party house image due to the multiple shooting at Halloween this time last year.  Airbnb is going public in a few weeks (floating on the stock exchange) so they are being quite religious about keeping their image squeaky clean and mitigating anything that looks like a potential risk.  They've auto cancelled all single night bookings for either the Friday or Saturday this coming weekend.  Hosts didn't get a say in that.

 

Just remove the "perfect for events" line from your description, then call them back and ask for a supervisor.  If it was a neighbour or a previous guest complaining, they won't tell you, so don't waste your breath going down that rabbit hole.  Just do what you can to offset any hint of "events" at your place.   Good luck.

Thank you Sharon! I remove the sentence that they said caused the violation. My description has been the same for three years and I’ve been a super host for three years. I found it to be extreme especially since they canceled my gas and left no recourse for these people. Pretty brutal. It’s going to be a hit financially for me as well. I guess we’re not in control of anything. Somebody can make a decision with the press of a button, poof, your gone! 

I hope my first response came through I seem to be having a problem responding to those of you that have been so kind as to respond and give me your advice. Thank you, Judi

Sharon1014
Level 10
Sellicks Beach, Australia

@Judith373   Just curious, who cancelled your gas?  Airbnb don't have latitude over utility connections (to my knowledge).   Just wondering why you think Airbnb cancelled your gas?

Hi Sharon,  airbnb canceled my guest. They were coming in two days I got that notice in the middle of the night from Airbnb that I was banned for 30 days I went and looked at my calendar and lo and behold my reservation was gone. I couldn’t even get his phone number or anything because they had removed all that because they removed the reservation. I messaged him through the inbox because we had messaged back-and-forth a couple times and that was still there. They were disturbed about it as well he didn’t know what was going on. And their money deposit had been refunded to his credit card. He was very thankful that I had contacted him. He still wanted to come for the week and the house is ready. I don’t know if Airbnb contacted him again or what they said but he sent a message that they had a family situation come up and they were going to have to postpone their trip to another time. He would look for grandma‘s house when they decided to rebook. I let them know that I would have never canceled their booking With no notice. I would never do that to anyone and I am shocked that Airbnb did that to me and my guest. This is what has me so disturbed. It feels like what Airbnb is doing to me seems Aggressive and over the top. Why would you discipline a super host it’s done nothing wrong? Is this how they treat five star hostesses With a super host status for three years straight? It just feels off somethings not right. I really need to speak to someone so they can explain to me in person what is happening. Apparently Airbnb can cancel our bookings! They would penalize us for doing what they just did to our own guests. Did they have a change in management or something? Or different people running Airbnb now? Thanks for reaching out and messaging me, Judi

Sharon1014
Level 10
Sellicks Beach, Australia

@Judith373   Ah, gas = typo, you meant guest.  Judith, Airbnb is not the hosts' friend.  The company is in full on self preservation mode, your listing just became collateral damage in its latest "throw hosts under the bus" brain fart leading up to the IPO (parties and events = bad bad bad PR), that's all.  Hopefully it can get sorted out in a phone call.

Emiel1
Level 10
Leeuwarden, The Netherlands

@Judith373 

Just remove the sentence about "events" and wait for 30 days to relist again. The new policy not allowing / preventing parties is probably the reason of the temporary deactivation of your listing. It is a waste of time to go into a discussion about the issue with the current Airbnb CS.

Hi Emiel, Thank you so much for your advice and for responding. It helps me to feel better. I feel so betrayed by Airbnb. Pretty harsh for one sentence that’s been in my description for three years especially since I am a super host and have been for nearly three years. Brutal. Does anybody have any way to call Airbnb does anyone have phone numbers? I would love to speak to a supervisor or their legal team. Thank you so much! Judi

Lisa723
Level 10
Quilcene, WA

@Judith373 No, nobody has a number for the “trust and safety” team. Personally, while I think you were right to remove the “offending” term from your description to appease CS, I do not believe it was the cause of the suspension. I think the rep just landed on it to try to rationalize the action after someone made a complaint. As others have said, you are not going to get anywhere arguing with CS about it. You could try public shaming on Facebook and Twitter, or you could just consider yourself fortunate that it’s only a 30-day suspension and ride it out. In your shoes my main concern would be the neighbor and what may happen if complaints continue. Any way you can make peace with this person?

Hi Lisa, Thanks for the advice and for responding. My family home has been in this neighborhood longer than anyone else. I grew up in this house. The neighbors next-door are the newest people on the block. I think they’re very angry about having an Airbnb next to them. Even though it’s not rented six/seven months out of the year.  This is my family home and we still use it for family get together’s and when family comes to town. I grew up in this house.  We have always been great neighbors with everyone.  These people are unfriendly and shady. I’m not a racist and I don’t discriminate against anyone.  Several times my guests have been Hispanic, black or mixed families, that’s when they call in a complaint. They did it once before but Airbnb contacted me immediately we spoke about it, I let them know that there was nothing wrong with my guests, the complaint was uncalled for. (The gas vehicle has broken down and he’s Hispanic men were fixing it in the driveway with music playing while they worked on it. That’s why they called and complained. My guess I’ve never gone on their property I’ve never bothered them I’ve never paid any attention to . I have never had a bad experience with guests. They’ve been asked to contact me if they ever have an issue. I live across the river which is less than five minutes away. If anything was ever happening I could be there in a heartbeat. Plus I have two daughters that live within blocks of the Airbnb. The neighbors never contact me, they’re shady.  My son-in-law is the city attorney. He’s a partner in a very large reputable law firm. I’ve had a conversation with a couple other attorneys in my family I have nieces and nephews that are attorneys. It’s  illegal to slander and defamate somebody and/or their business. Especially if you cost that person a loss of income with your slander. I will reach out to them again and make some sort of peace if I can. If it’s not possible,  I’ll take legal action. Hopefully a letter from an attorney will solve the situationI. I  have a great Airbnb and everyone loves it! Other people in the neighborhood have rented it for their families when they come to town. I am going to put a 6 foot fence between the properties so the wife cannot be watching my guests come and go.  These are young people!  The wife went to school with two of my daughters. They say this girl has never been friendly.  She has never been friendly when my 98 yr old mother was still alive and living there. The husband was always friendly and he even helped me move something in the house one time. I think it’s her,  I think she badgers her husband to death to complain. Just a feeling I get. I did remove the wordage from my description immediately in case that is the case and I’m overthinking this. Another woman responded that Airbnb did the same thing to her because she has a pizza oven in her description and she says it’s great for pizza parties. They removed her listing for using the word “party”. It sounds like she eventually got in contact with a real person from Airbnb and they worked it out. This just doesn’t make sense to me, it seems awful aggressive and over the top. They could simply ask the host and hostesses to rephrase their descriptions. Why hit them with a horrible disciplinary action? Canceling my guest reservation Without speaking to me or the guest make me physically ill. He was just as confused as I was. I didn’t even have his contact information anymore because Airbnb removed everything that we had texted and I could go back to that thread and communicate with him. He said it just disappeared and his money was refunded to him. I really need to speak to someone. I always help you believe that Airbnb stands by their host and hostess is first and foremost. Thanks for giving me your input it feels like it’s more than just a sentence in my description as well. Thanks Judi

@Judith373 OK, after reading the other thread I'm no longer convinced that it wasn't just the listing wording. It seems too preposterous even for Airbnb, but the same thing happening to (at least) two hosts in the same timeframe seems like more than coincidence.

 

By the way, I recommend regularly downloading your reservations (in CSV format) so you are not dependent on Airbnb for guest contact information in a case like this.