Super Host vs. Listing Suspended

Answered!
Sue1797
Level 3
California, United States

Super Host vs. Listing Suspended

I was reviewing my calendar to check on my six month's out settings.  I discovered that my listing had been suspended!  

There was NO CONTACT from Airbnb and NO information at all!  How could I be a Super Host with many compliments one minute and then have my listing suspended the next?

The last renter had brought an extra guest, against my rules and above the maximum number listed on the Airbnb website.  I asked her to pay the extra guest fee.  Did she complain???

No one in the host support center, including the support people's supervisor,  can access my account now because it's locked.  No one will chat with me, no one will call me.

One topic in the help center says that my current reservations will still happen, but another help topic says that all future reservations will be cancelled.  I have a new reservation two days from now.  Do I get the cabin ready for them?  Are they being told that they may not come and their money will be refunded?? 

I have always praised Airbnb for the positive vibes, especially when compared to their competitor.  I have put lots of extra love and energy into each guest's stay.

And now this..........

Top Answer
Sue1797
Level 3
California, United States

Colleen253, thank you so much!  At least it's a little comforting.

So they won't even tell me if my next guest will be cancelled or not?

54 Replies 54
Isaias22
Level 2
Miami, FL

So two days ago I woke up with the news that my 4 yr old listing, with 140 reviews at 4.93 stars has been suspended. At this moment I do not have a concrete reason as to why it is suspended. I do have an idea, my previous guests broke my shower knob, and I submitted the claim because they didn’t want to pay. As soon as I involved Airbnb with the claim my account got suspended. I have reached out to  Airbnb and they have told me i need to wait for the famous email. Day 2 and no email. I know for a fact that my suspension is not more than 30 days. Any advice ? Thank you 

I’m suspended too but have no idea how long for. How do you know you’re suspension is not for 30 days?

In the link to suspension info they provide it says “ if you click the link for the appeal form and the form doesn’t come out , that means your suspension is less than 30 days “ that’s a relief and I still have the bookings for March. At this point I am just waiting for the email 

Ohh I’ve not had any suspension link or email? The only reason I knew I had account problems was from a guest who couldn’t find me online. So I’ve not got a link? Do you know how I find it? I’ve had absolutely nothing from Airbnb..

@Isaias22  Actually your entire profile is gone, rather than just your listings suspended. When clicking on your profile, it goes to the main Airbnb page. It should be possible to still see your profile, and thumbnails of your listings there (albeit with no photo).  It appears that Airbnb has deleted your hosting account entirely, which is odd as your profile photo and Superhost badge here on the forum are still active.

Garance0
Level 2
Crest, France

I know they will tell you they don’t know and it’s another department that deals with this but still call support as much as you can do they can realize how disruptive this is. And maybe we should start a petition. So many of us have dealt with similar situation since last year: there is clearly a disfunction in how Airbnb is handling visitors complains: they need more people on it so they can treat them the same day!!

Yes! That’s exactly what they say when I call them everyday! It’s impossible to get any info out of them.. it seems lots of hosts are being targeted. A petition would be good

Hey how did your situation resolve? 

The same thing just happened to me.!  I have had these listings for several years, and am a super host.

Airbnb doesn't tell me the reason WHY one of my listings is suspended. Very frustrating.  

Really sorry to hear that you're going through this too. Unfortunately you won't find out why you've been suspended. It took me 9 days to be reinstated and even then they refused to tell me why! So so so frustrating! I spent 9 days trying to get information from Airbnb and got nothing back...