My account has been suspended and I dont know the reason

[Rafael1338]

I am a superhost, working hard to provide to customers the best stay of their lifes.

I have two current customers and one customer gave me a call saying Airbnb contacted her telling her she has to leave and she was freaked scared thinking it was a scam or something like that.

She called me and I didnt see anything wrong at first and I told her she was fine with me. After looking my bookings, I realized all my dates were closed and it was a small notice in red saying my account was suspended.

I called to Airbnb trying to find out what was going on and nobody gave me an answer, the only thing they said, it was urgent because I had customers in my house but nothing. My account has been cancelled apparently yesterday, and I just found out by my guest something was wrong and until now, I havent heard anything from Airbnb. I called them 3 times already and it was always the same answer, they dont know what is wrong and a different department is taking care of it.

I dont know what to say to my customer and I dont know what to do anymore.

Im 12 years in the military, I have never been in any type of problem in my life and I have a Security Clearance, so I am pretty sure the problem is not with me. I just want to resolve it.

[Enri1804]

I’m sorry @Rafael1338 this seems highly unreasonable of Airbnb. At minimum the company should be required to tell you the facts of what happened. As a host, this is FRIGHTENING, especially considering you have guests in the listings right now. I can only suggest what I’ve read from other hosts: contact Airbnb on Twitter, make some noise, and contact @Catherine-Powell to get an answer. 

[Rafael1338]

I appreciate your help.

[Elaine701]

This is the precisely what highly respectable Airbnb hosts fear. Doing a good business, satisfied guests, bookings back to back... 

Then poof! It all comes to an abrupt end, everybody loses, and nobody knows why.

Be careful not to become too dependent on Airbnb. 

[Lenore22]

Yes, it's terrifying.

[Rafael1338]

I have my job in the military but I am not going to lye that Airbnb was being a super help as an extra income.

Anyways, I am very upset with everything. It sounds the company doesnt care. I didnt receive anything for two days and the worst is finding out my account has been suspended by a guest. What they are going to think of me? That I am doing something illegal? I had two guests and one left yesterday, the other one is dealing with a bunch of stressors in her life and she doesnt want to move again and of course, I understand her and I will not kick her out, specially I dont even know what is going on.

[Kate867]

@Rafael1338   This is terrible!  Having read some of your reviews I can only assume that it is due to lack of locks and/or privacy violation even though the reviews are nice and your guests have been seemingly understanding of the inevitable issues that sometimes occur in home share.  Presumably a somewhat disgruntled guest has made a complaint and Airbnb with their usual ‘act now and investigate later’ have suspended you.  I have absolutely no doubt that your listing will be reinstated and hopefully sooner rather than later.  Personally I think that Airbnb should be responsible for paying the Host for cancelled bookings when a Host is found ‘not guilty’ under these circumstances.. it may make them investigate immediately rather than kick the complaint back and forth between departments.

[Rafael1338]

Locks are prohibited in the city where I have my house. The city hall asked me to remove it. The locks we can use it is bathrooms locks. Anyways, in the description says I dont have locks in the rooms. Anyways, I have no idea what is happening and nobody from Airbnb sounds to care about this situation. The minimum they should do is at least send me a message so I understand what is going on.

Two days and still nothing.

[Wendy1409]

I'm so sorry you're dealing with this, what a nightmare.  I don't know how to address the slow response time of AirBnB, but in the interim, I would get a copy of the fire hazard regulations for your city, and invest in some type of locking safes or wall- installed units with locks, that guests can store their valuables in when they're there.  Take pictures of the unit, and the lockable safe/boxes once they're installed. That way when AirBnB does get back to you, you can better advocate for yourself if it's a security reason they suspended you for.  

I hope everything works out, it looks like your guests were all happy campers and you've gone out of your way to accommodate them (driving your guests to the airport- you rock! You're the kind of host AirBnB needs more of!).

[Jenny]

Hi @Rafael1338, I'm so sorry to hear about this. 

I've sent the details over to Support and asked if they can help.

Jenny