Suspension

[Marcus457]

My account was suspended. I was never notified by Airbnb and I have no idea why. I have called Airbnb and talked to the Superhost team. They told me that they could not tell me why I was suspended. There was a special team handling the case and they would get in touch with me. Four days later and I haven’t heard from them. I have called multiple times. I literally have no idea what is going on or why this has been done. Does anyone know a way to circumvent the gate keepers and talk to someone who has an idea about why this happened. I’ve been an Airbnb host for years and never had a single problem . I am completely clueless but they’re putting me out of business. Any help would be appreciated thanks

[Heidi717]

Looks like this suspension was just lifted somehow, but I have not spoken to any live person with airbnb.  Unfortunately, perhaps it takes me speaking out on the site before I was able to get some action.  I appreciate the platform and the opportunities I have had as a super host on it; however, I was caught off guard with this surprise suspension and lack of communication with management when the reasons were unjust.

[Emiel1]

@Heidi717 

Good to see the suspension of your listings has been reverted.

Please note:

Instead of declining a booking request you can also ask a guest to withdraw the booking request, especially when the guest wants somethng which you do not offer or do not allow (like bringing pets)

[Justine347]

I have been with Airbnb for a year and have hosted around 35 guests, ALL of whom have rated me 5 Stars.

On 4/15/22 my account was suspended because I allegedly sent an email with sexualized content to a former guest.  It was a silly email, juvenile and misspelled ("someday we can have wine dine then 69??

can we have sex somday if i can just make you fell better").   Even the former guest, who reached out to me,  immediately recognized that the email did not come from me and blocked it.   I responded to all of Airbnb's notices wrt  this suspension, explaining that my computer had been hacked about a week before this email went out.  It now appears that some of my replies went to my travel side and not my hosting side. 

I have had no fewer than 7 extensive telephone conferences with "Support."  Some of these agents could not see my responses, none of these agents could tell me how long my account is suspended, and none of these conversations have produced a response from the "specialized" team that they all promised would get back to me within, at most,  a few days.   

I have been unable to do business for three weeks now and am at the end of my rope.  PLEASE HELP ME!!

[Freddie42]

Hey there, looks like posting on here may be the only way to get your listing back to active!   

Same story...  guest complained because the yard guy showed up to cut the grass.  He made 2 passes in the front yard before she came running out of the gate telling him that he had to leave and come back the next day (Which he gladly did!)... THIS, turned into a safety complaint.  The only reason I suspected a complaint was filed was because the listing went suspended and she sent a message after checkout saying that she felt violated.  I immediately refunded her entire stay (only a 2 night booking and in the grand scheme of things... not worth the drama).   

8 days later...... same old song & dance from customer service.   Escalation department can't speak with you, will send an email and follow up.... No Email (pretty sure this is a made up department).  

I have since updated my listings to include the following language in the house rules section for disclosure purposes. 

INTERACTION WITH SERVICE PROFESSIONALS - In order to keep our properties in great shape for all guests, we work with licensed / bonded / contracted professionals such as Pool Service (Weekly), Lawn Maintenance (Weekly), Pest control (Bi-weekly). These professional will be visiting the property, possibly during your stay, all of which service the outside / exteriors only. If you are unconformable with this please do not book here.

Lets see how long reactivation takes... 

[Gillian166]

@Freddie42  oh dear, i hadn't even thought about this, will also add something like this to our listing. 

[Joe-and-Jen0]

I have just had my listing suspended for an apparent violation, it started when I reported a guest for not complying with our rules. Guest made a reservation for (1) person and showed up with two people. the second guest that was not on the reservation was a young child. We have a no child policy. I brought this to the quests attention and and told her that it is done, just enjoy your stay, there are no worries.

I received an email from the guest on Sunday saying that they left Saturday afternoon and could she get a refund?? I told her no, that I had offer to let you stay and you were the one who went around the reservation and tried to sneak in a child.

  Next thing I know when I logged on is my listing is suspended, I called air bnb and they told me they do not know why the account is suspend and referred to a different team.  I am supposed to have received and email but so far nothing.  I am a superhost and have all positive reviews.   I cannot figure out why AIRBNB would not notify me of a potential suspension. Why would they treat a reliable super host in this way.  The gentleman I spoke to couldn't advise me further she said he would leave a message for someone to contact me.  If anyone has any tips how to handle this I would appreciate some feed back or advice.  So Frustrating.

[Gillian166]

@Joe-and-Jen0  beyond frustrating, RIDICULOUS! are they trying to drive us to other platforms with this nonsense? even reading about your situation makes me want to have a back up platform. 

[Mike-And-Jane0]

@Catherine-Powell After a period of reduction in Superhost suspensions it seems to have started again. Is Airbnb ever going to get its act together?

@Joe-and-Jen0 Perhaps it is time to list on a different platform?

[Emilie]

@Joe-and-Jen0 Sorry to hear about this experience! I've raised this for you with the team so they can follow-up, if I get more info I'll let you know as well. 

I hope everything gets resolved shortly, 

Emilie

[Charmaine1]

Ditto…..

I list 20 properties of which I manage all and own several. 
I too have been a continuous Superhost for 8 years. 
ALL MY 20 listings were abruptly suspended. 
 1)No phone call prior to taking this drastic action 

2) As the host I was clueless as to why this happened 

3) No guest had complained or notified me of anything untoward 

4) Trying to get an answer from Airbnb futile. 
Days passed with bo reply or I do forthcoming from Airbnb. 
5) Something VERY SERIOUS must have happened for Airbnb to have taken this draconian step. I finally got an answer from someone who could only say ‘someone had entered the property’. 
6) This put me into a frantic panic. Had a previous guest managed to copy keys and enter one of my apartments they had previously booked? 
7) I put the entire building security on high alert and we scanned cameras to try and establish what had happened. Nothing.
The last thing I wanted was for my existing guests to be at risk. 
😎 Now comes the best part…..

After days of waiting I got an answer. 
IT WAS AN ERROR ON AIRBNB PART !!!! 
A guest had told them I entered their apartment at night!! 
Airbnb I’m stunned. 
Do you believe guests and shut down your hosts business before even making that phone call? 
This has got to be the quickest and surest way to sever any loyalty with partners. It’s analogous to being thrown into jail before even having the court case! 
9) The guest who made the complaint clearly knows the Airbnb ‘weak spot’. Say your safety was compromised  and Airbnb go into overdrive. What had happened was that this guest had arrived with 5 people to sleep over when 3 were booked. Security cameras picked up on this when they checked into apartment building. I called guest to ask her for 2 additional guests to leave. They did not. Instead they checked out the next morning having stolen several of our items. 
10) I’ve been trying to figure out how this action by Airbnb serves them in any way. During the days my cake der was blocked all my existing repeat guests were phoning to ask why they could not book on the website. 
I directed them to Booking com. 
11) Now Airbnb you seem to think you’re ‘punishing hosts by blocking their calendars. 
Really dumb. All I did was disconnect the Airbnb iCal from Booking com and that website was able to gain all the bookings Airbnb would have got. 
Airbnb talk about shooting yourself in the foot!

Catherine I would love to hear from you please 

[Syed104]

my account has been suspended.  my wife account was suspended due to argument with a guest who stayed for 32 days and guest only paid for 30 days .  i was co host.  after this i opened up an airbnb account as host .   after 3 months airbnb suspended my account citing reason that my account was affiliated with another account which was suspended.     I am property owner and using same address which was used by my wife.   it has been 15 days but airbnb has not activated my account. they emailed me that  using this language that " at this point in time they cannot activate my account and that  guests cannot see my listing "         .  is here any solution to this problem 

[Mike-And-Jane0]

@Syed104 you need to sort out the original suspension of your wife's account I am afraid. 

[Kalawati-Homes0]

I have been an Airbnb host since 6 long years with a rating of above 4.8 out of atleast a 1000 reservations. I have multiple listings in Himalayan state of Himachal Pradesh and perhaps I am among the top 5 revenue grossers for Airbnb in the region.

I have been a multi year superhost. Till yesterday I believed that Airbnb valued my association with them. We have always given top priority to airbnb guests and have grown our business based on this association. Today to ensure my association with airbnb in have a team of 10 staff from poor backgrounds dependent on my business. 

Yet, just yesterday(thursday) Lucy from airbnb safety team sent me a message at 12:05 am local time. Saying that they have recieved a report of some uncomfortable or unsafe situation during the reservation. Hence they have limited my account access and suspended all of my 6 listings.

First of all what could be more cryptic and unprofessional than saying "the reservation". In context, we have hosted atleast 20 reservation on Airbnb in the last 10 days across 6 different listings.

So, as per my belief any reasonable person who has been assigned such critical tasks by Airbnb must be able to define what "the reservation" means. But no Lucy didn't bother to do that. Instead at 6 am local time before I could wake up and see her cryptic message, Lucy said that she won't be able to reply to this matter till Saturday. Since, she only works Saturday to Thursday that too at timings when here everyone in my region is sleeping. Assigning Lucy to such matters during the final hours of her weekly shift just shows how much Airbnb values its top rated hosts. While we are stuck in a limbo feeling stress and anxiety about our future. Trying to call airbnb who have no answers why our listing was suspended. Till now I haven't received an answer except one message sending us links to irrelevant articles and asking me if the issue was resolved.

I now took to this community forum and discovered endless lists of hosts like me. Facing the same harassment by Airbnb safety team. Yet Airbnb is still clueless about all this I feel. We should really give more priority to smaller and local platforms because Airbnb has grown bigger than it can fathom.

One of the Airbnb guests who just checked out today said to me that he had a memorable stay beyond expectations and everything in the house was warm and thoughtfully done. 99.5% of our guests love our listings. Our last 8 10 reviews have been back to back 5 stars. Airbnb certainly has different priority than having dedicated hosts on its platform. 

Vijyendra Singh Thakur 

Airbnb Host