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

[Mike-And-Jane0]

@Marcus457 basically until @Catherine-Powell persuades her colleagues that the suspension of long term superhosts prior to any reasonable investigation is just unfair (and arguably a cruel and unusual punishment   under the constitution) there is nothing that can be done. You could try a Twitter approach but I doubt it will have any effect.

You are not alone (sadly) but that is little comfort. Superhosts report unjust suspension on the CC every few days I am afraid.

[Emiel1]

@Marcus457 

Your account is still active, but your listings are suspended.

As you can read in this community this strange behaviour of Airbnb also happened to some other hosts. It is very concerning how (super)hosts are treated.

[Marcus457]

You would think they would at least tell me why it was suspended.

[Branka-and-Silvia0]

@Marcus457  they deserve 1* for communication

What about your future reservations? Are they canceled or not?

Every single day some superhost posts here about being suspended without any explanation why and for how long.  We all stop trying to find any logic or sense in this business practice because there is no one.

[Sandra210]

I have just had my listing suspended for an apparent violation, it started when I reported a guest for not complying with our rules and abusing our property. 

I entered the property to change some towels (11 night stay) and was horrified at 

the condition of our annex so i left the guests a note to please abide by the property rules and keep it clean and tidy ensure the re-cycling isnt mixed with food waste the heating isnt left on full while they are out and lights left on, the coasters are used on the table instead of wine / glass ring stains left.  The entire apartment smelled of food waste and there was lots of it.  The place looked like a bomb had hit it so feeling upset I rang air bnb and made a request they contacted the guests (two men here for work purposes) and asked them to comply with the rules.  Next thing I know when I logged on is my listing is suspended, I called air bnb and they told me the notes said the guest complained i entered without permission so its been referred to the safety team.  I am supposed to have received and email but so far nothing.  I have 301 reviews have *4.82 and have been hosting since 2012 I was one of the first in our area to have a listing.  I simply cannot get my head around why air bnb would treat a reliable super host in this way.  The lady I spoke to couldnt advise me further she said she 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.  thanks for reading.  

[Anonymous]

@Sandra210   Just curious, did you have an explicit arrangement with your guests to enter the property during their stay? 

[Sandra210]

Hi Andrew,

When checking in for a longer stay I always tell the guest I will be going in at the midway point I will go in to change towels etc I dont do this on short stays but as they were staying 11 nights I mentioned it at check out but didnt think to let them know on the day, it seems for this I am being severely punished.  

They checked out this morning wine stains on the two rugs splashes on one and a large (looks like glass full) on the other left very dirty too.  I think they have been smoking in there

too as there are a couple of buts we have found and a used ashtray under the table.

[Sandra210]

supposed to say check in not check out lol sorry typo

[Anonymous]

@Sandra210  I think it's not enough to mention it at check-in. You'd need to have a paper trail, with the messenger showing a record of correspondence where you gave the guest appropriate notice the day before entering the privately rented space, and confirmed the time that you'd be there. Otherwise, they'd understandably feel violated - especially if they were also contacted by Airbnb. About that: I would never suggest asking Airbnb to contact the guests on your behalf, as you have no assurance that their communication will represent you accurately. 

[Sandra210]

Hi Andrew thanks for the advice and yes I agree with you now in retrospect.

However how violated to I feel ?  they treated the space with no respect, anyone 

with an ounce of decency would have let me know they had spilt wine on the rugs 

at the time of doing so in order that the damage would be limited instead we have

a situtation where high quality rugs may be throw away.

[Sandra210]

I did get re-instated after 5 days and have a claim against the guest, they have today sent me an email saying they are paying some of my claim but have deducted £20 cleaning fee I normally charge from the external specialist cleaner I employed costing me £70 to attempt to get lots of wine stains out of my rugs that had been spilled by the said guest.  The £20 paid prior as part of my fee was for laundry cleaning shower kitchen floors, toilet, hand basin and so on not for the abnormal specialist cleaning of the rugs that cost me £70 I really am disgusted with air bnb.  Has anyone else had this ?  when looking up cleaning there is a bit in there that says the cleaning fee is not for abnormal events only the usual clean.

[Kristin1300]

It is happening to me right now! I have no idea what is going on and no one will tell me, in fact, I was told today that the lady can see my report, but can not tell me or she will get in trouble!

This "elite team" is ridiculous, why are we not allowed to contact them directly and why are we not allowed to know what is going on with our own accounts?

I am horrified by what is happening to me 😭

[Marcus457]

I do not even have any idea why they suspended it.

[Kristin1300]

 me either!!