Hello fellow hosts,
Just sharing an unfortunate situation that has happened, one of my listings has been suspended due to a guest making a complaint. We've had false reviews in the past that we were not able to get removed even after providing concrete evidence. The very first review was stating that our unit didn't match our listing photos and that we didn't leave enough towels/linens however even after documenting the photos of how the unit looks (clearly matching the listing photos) and showing proof that we did in fact leave extra towels linens (6 SETS TOWELS LINENS) mind you for a party of 2 guests, we were given 1 star and tried appealing it twice and even if the two agents we spoke to about the claim confirmed we were not in violation, the "supervisor" in charged denied our claim TWICE! As per airbnb policy you can only appeal to remove a review 2 times only. As a host this just didn't seem fair and I was told that because of our previous 5-star reviews that it shouldn't be an issue going on forth and just to accept the bad review which brought our overall rating down. Fast forward to the most recent complaint which caused our suspension now a guest has sent photos claiming that our dining chair was stained (photos provided showed 0 STAINS) and there was a tiny drop "stain" on the blanket (which we believe was planted) even after we sent photos showing how the unit was cleaned/prepared they refunded the guest without even confirming with me or double checking for more documentation. I didn't bother to appeal this because within 1 hour of this scenario we received a new booking. Today I tried to call and see if we can have the suspension lifted since there is a new guest in our unit who has 0 complaints but was told due to "airbnb policy" there is no solution to getting the suspension lifted even knowing there's already a new guest in the unit since the last complaint. It just doesn't make sense that we are losing 5 days of potential payouts, after false reviews and can't even win because of their "policy".
