suspended account guest request for refund

[Julie4116]

Hi Everyone,

Would love some advice as I am at  a loss with the lack of support from Airbnb.

I have recently had an issue with guests and contacted airbnb support for advice on how best to deal with it. Firstly I had the bot asking questions, which turned to an advisor who quickly informed me they needed to speak to a specialist and someone would contact me soon.

That was around 10 days ago  and have heard nothing form Airbnb support.

The guests departed, have now made a claim for a refund and today I see my account is suspended, I did not receive any advice this was happening my daughter noticed that my listing isnt showing up, so I checked and it says account suspended.

 As far as I am concerned I have not done anything incorrectly, am a superhost have been hosting since 2018 and used Airbnb before that  to travel.

It is my understanding that part of being a superhost you are entitled to enhanced  support but I have been unable to find any help.

Th guest in question flouted the house rules, paid little attention to our house information, damaged and broke several items and were verbally abusive and even swore at me.

Airbnb have earnt a significant amount from fees for my hosting efforts this year to date considering we could not open until late May, I would like to know what exactly they go towards as clearly help for hosts is not included.

Can anyone offer me some advice on how to be able to speak to someone and get some information on actually what is going on, it seems I am deemed guilty until proven innocent?

I have several friends in this area several of whom have more than one listing it is very concerning as  hosts to feel so vulnerable.

I am in Italy  which is where my listing is based.

btw I wrote a direct message to @Catherine-Powell and am also waiting for any response from her as head of global hosting.

Thank you in advance 

Julie

[Mike-And-Jane0]

@Julie4116 Do let us know if you hear from @Catherine-Powell as it will be a first if you do. Your experience is frightening and I hope will be resolved soon. Perhaps try via Twitter as Airbnb don't like dirty washing aired in public.

[Julie4116]

Hi  Thank you for your reply...its awful that we are not receiving support @Catherine-Powel. I wonder what she actually does as head of global support for hosts? I now have access to the review the guests have written, which gives me some insight into how to handle my response to their request for a refund. I don't hold much hope for any support in the resolution centre from I read, isn't a resolution centre supposed to be impartial?

The guests are claiming they didnt have the full information for my listing, they are referring to things in the house manual but refer to them as rules which isnt correct. The crazy part is that  my cancellation policy allows guests to cancel for free up to 7 days before check in, so having received this  detail they could simple have done this. Due to an issue with their payment the original reservation was cancelled , they had to re book 8 days before arrival and hence well after receiving the manual! so what they claim is completely untrue.

 The bottom line is our home was not suitable for the guest requirements, indeed a home hosting place were they needed to show some respect and care to the hosts home was simply  a wrong option for these people.

[Sarah977]

@Julie4116 "The crazy part is that  my cancellation policy allows guests to cancel for free up to 7 days before check in"

There is no such cancellation policy that allows guests to cancel for free up to 7 days before. 

Moderate policy is 5 days.

Sorry you got suspended because of these awful guests telling lies. Been  happening a lot lately. Hosts are definitely considered guilty until proven innocent.

[Julie4116]

Hi @Sarah977,

I think you will find the conditions of the cancellation policies varies from country to country, I am in Italy which has its own rules even different to rest of the Eu. If I am mistaken then the guests have even more flexibility.

Its outrageous, I really dont feel comfortable going forward using a platform where I am treated like this..... Airbnb make a big deal of the protection using them affords, the benefit of being a superhost and trying to justify their huge fees which are now higher than booking.

What do you think @Catherine-Powell  

[Gordon0]

Judging by their review, @Julie4116, your guests expected an 'entire property', and this wasn't the case? They've somehow engaged the 'trust' team to look at this, and they're first to get accounts closed down, albeit if only temporarily. Considering your previous reviews, the latest lot clearly messed up.

Hope this is sorted for you but, as @Mike-And-Jane0 says, getting a response from CP is unlikely, probably akin to having a winning lottery ticket delivered by a unicorn.    

[Julie4116]

@Gordon0  Thanks for your reply, it is listed an an entire space as they get an entire apartment, by definition an apartment is not stand alone.

 It is an entire space with its own private entrance as appose to a shared room, yeah they havent read the listing. 

I am sure I am clear in our description that we are here etc what is shared.....with my listing suspended how have you viewed my reviews?

[Gordon0]

It'll have been 'the landlady enters the property every day to empty the bins and inspect how the place is maintained' that'll have piqued Trust & Safety's interest, regardless of whether it's true or not. I suspect these guests expected a castle in its own grounds for the price of a bedsit. 

You can see the review under your profile - but the listings are all blanked out (suspended), @Julie4116.

[Sarah977]

@Julie4116  Suspended means your listings don't show up in search and aren't bookable. But your profile page remains visible along with your reviews.

A guest on the main site wouldn't able to get to it, as they can't see your listings, but anyone on this forum only has to click on your profile photo here to see your profile page.