airbnb suspended

Answered!
Cari782
Level 2
Merrillville, IN

airbnb suspended

I am a super host and my property has been suspended with no notification or explanation given to me. i have been calling and inboxing for 4 days now with absolutely no response.  I’m at a loss in what to do? 

1 Best Answer
Catherine-Powell
Administrator
Administrator
Malibu, CA

Thank you @Mike-And-Jane0 for bringing Cari's post to my attention.

 

Hi @Cari782,

 

Thank you for your feedback. I understand why this is frustrating and realize that we can do better. I asked our teams to review your case, and they have confirmed that there was no error after their investigation and your listing should be back up.

 

Best,

Catherine

View Best Answer in original post

86 Replies 86

Hello

I am also superhost and my account also got suspended without clear explanation or answer.

I don’t know what to do. I can’t even defend myself as I don’t know what have I done wrongly.

No one is telling me or explaining what has happened 

Marilyn458
Level 2
McDonough, GA

Good Morning,

 

My listings have been suspended. I've call several time only to be informed that someone will be reaching out to me. I have yet to hear from the Case Manager. Can someone please let me know how and when my accounts will be back active! 

Dina704
Level 2
Dubai, United Arab Emirates

@Catherine-Powell Can you help me please? I have the exact same issue and can't reach anyone in airbnb, complaint number is 2020057722724

 

Catherine-Powell
Administrator
Administrator
Malibu, CA

Hi @Dina704,

Thank you for sharing this. I'm so sorry about the trouble you've been having. The team said they were in touch with you and your account has been reinstated. Please let me know if you need more support.

Many thanks,
Catherine

Dina704
Level 2
Dubai, United Arab Emirates

Hi Catherine,

 

Thank you so much for your support, really appreciate it, yes the problem is solved now. Suddenly another support ambassador intervened and was very professional. She solved the issue overnight. I really think Airbnb should quickly implement escalation routes and empower call center agents more. Also they shouldn't suspend anyone's listing without prior notification and clear rationale. Only mentioning this to you incase you have access to internal teams and can share the feedback.

 

Thanks a lot for your help again! 

Pat235
Level 2
Nashville, TN

Reach out to Catherine Powell @capow14 on twitter.  She is in charge of global hosting    I’m so sorry this happened to you… happened to me in June.  I never did find out what happened to my outrageous guest.  I’ve been told airbnb has many untrained personnel and they automatically suspend you.  I had an

open booking several weeks later which went  unrented.   Stick with Catherine she’ll help you! Airbnb actually reimbursed me for that lost revenue. 

I will NEVER call ABNB about a problem again. They suspend your account and NEVER tell you that it has happened or why. They did un-suspend my account after a few days of my hourly calls. But no reason was ever given, and the "investigation" continued for WEEKS. In the end my guest was permanently removed from the platform over a misunderstanding and is not allowed to book on ABNB ever again after years of bookings and good reviews.. I was not able to talk to the "management" about that either. It is Kafkaesque. No transparency. The amount of money they take from bookings is not insignificant, and being a super host is meaningless in this context. I am so disappointed in the "process." The worst thing is that as a host the suspension "policies" are unknown, and there is no solution to problems that are handled in this manner. I don't have any useful info after the weeks long "investigation" that is helpful in dealing with the problem which in my case involved a confusion by my guest over their departure date. All I can offer is to communicate with guests before their checkout if they can check in and out themselves. ABNB never offered access to any policy that gives guidance for either hosts or guests regarding "community standards.". All the cheery messages from them are useless. It is terribly unsatisfactory.

Same issue here.  I went on my calendar to update it and it shows suspended.  I have all 5 star reviews, I always reply to guests.  I have no idea why.  I did chat and called and they couldn't tell me why.  They said they have a team working on it but couldn't give me any reason.  Super frustrating.  I think we should be able to know why.

Same. I am freaked out.

David9149
Level 2
Strongsville, OH

Hello. I have an urgent request. My account is suspended do to a criminal record, I checked the record and there are only misdemeanors on the account. Speeding, no seat belt, etc. I need this resolved asap please help!

David9149
Level 2
Strongsville, OH

Hello?

Same with me! They don’t care about hosts anymore! They figured they have enough of them! I am donr with them . Ludting using facebook sites, vrbo, tripAdvisor , and somr other companies . I am getting out of here! No one will disrespect me like this! I am bringing them money and they act as they do favor to me ! No way! 

Marcus479
Level 2
Torrance, CA

Being suspended for no reason, Emilie can you please help? 

Roxie12
Level 2
Panama City Beach, FL

Please help to get Trust team attention regarding my suspension with no explanation, updates, timelin

Zachary172
Level 2
Coronado, CA

I am having this same issue as well now.  @Cari782 What did you do when you contacted the better business bureau?  

I honestly would just like some feedback from Airbnb.  All I get is we can’t answer any questions but we can have our team will reach out to you.  I have no clue what exactly is going on with it.  I just know I can’t get any new bookings and I have people asking me why they can’t book now.  I too only found out by going to my calendar.

@Emilie or @Catherine-Powell if you can help I would greatly appreciate it.  I depend on this income.  

Thank you,

 

Zac 

Emilie
Community Manager
Community Manager
London, United Kingdom

@Zachary172 I mentioned somewhere else I nudged the team for you on this one, and it looks like everything has now been resolved! Your listings are active again, I hope everything is now in order but give us a shout if there's anything else you need help with. 🙂

 

Thanks, 

 

Emilie

 

Vous ne trouvez pas ce que vous cherchez ? Cliquez ici pour Cliquez ici pour démarrer une conversation!

Can't find what you're looking for? Click here to start a conversation!

Kelsey262
Level 2
Atlanta, GA

Hi @Emilie this situation has happened to four of the listings I cohost and manage as well. Is there any way you can help us? Thank you!!

Emilie
Community Manager
Community Manager
London, United Kingdom

Hey @Kelsey262,

I've replied to you somewhere else just now but popping it here as well just in case - can you confirm you've reached out to the Support team about it please, and if so what did they say? I'll try to nudge them on your behalf so someone can follow-up with you as soon as possible. 🙏

Thanks,

Emilie

 

Vous ne trouvez pas ce que vous cherchez ? Cliquez ici pour Cliquez ici pour démarrer une conversation!

Can't find what you're looking for? Click here to start a conversation!

Kelsey262
Level 2
Atlanta, GA

I am still on the phone with them. They read the same talking points. There are no answers being given to us.

Yes, you should read some of the text communications I had with them. I was really mad and really got frustrated with the same BS over and over.

Explore Resource Center articles

Making your home ready for guests
Tips from Airbnb plus hosts: How to add thoughtful touches
Supporting guests during their stay