Account suspension

[Tom910]

How is it possible for a Superhost with 195 reviews, all 5 Star, Zero cancellations, excellent response times, Covid protocol compliant, booking 2-4 stays every day across 3 listings to get all accounts suspended and have absolutely no idea what is causing such an error. 

And then to top it off, after spending countless hours over 3 days on phone calls, online chats, text messaging and can’t even receive a promised follow up call. And while on phone connections am not allowed to speak to a supervisor nor be given any way to contact the specialized department in charge of handling suspensions. 

Is it any wonder Airbnb is having trouble finding and retaining qualified hosts on this platform?

[Michael-L-0]

I have just experience the worst nightmare of customer service with Airbnb my account was suspended and for three weeks now no one can tell me why I have very good ratings all of my ratings have been five stars no complaints but I wake up one morning and four of my listings have been suspended I’ve called numerous of times for the last three weeks And nothing has been done to reinstate my account this is ludicrous truly I don’t believe that the people that answer the phones are even real I believe they are robots I definitely will never recommend anyone to be a host of Airbnb!!

Michael

[Susan990]

@Michael-L-0, the fact that you have 5 listings and 4 mysteriously get suspended proves this event is not Guest Review driven. 

   I think the AI has been set to scout about for data from all listings and pulled your 4 because of some text words, or features or amenities listed which were  not in a photo to prove it is there or some other type of data surveillance scheme programmed for suspension. The shoot first & ask questions later style of low level coders. ???

  And then a human is assigned to investigate what the AI pulled out and suspended to determine the validity. Then when listings are restored there is NEVER an explanation or apology because to do so would make ABB liable for lost business income to Host to do stupid AI error.

    That is my conclusion. And it can be traced back to the time  CEO Brian  announced the 50 some little things they did to the platform to make it Perform better. Remember that message?  I do because right after that I got a weird notice that something in my Accessibility features was under review and had been pulled from my Listing until it could be determined to be verified.

   Then  I noticed it was asking me to very by photo the proof of the Accessibility feature I had clicked that I have.  I decided that I did not care that much to prove what is to me obvious in my photos so I went to my Amenities section to delete it  and it had been deleted by ABB, as stated, so I let it go.

  If this issue had been more grave perhaps it would have resulted in a suspension.  Just theorizing here about the mechanics of this problem.

[Maxwell33]

I am experiencing the same nightmare! My guest Destroyed property, ignored rules had 6 people in my one bedroom bungalow! When I called Airbnb trying to remove the guest on checkout day. I was told to submit a bill for $1400.00 which the guest denied BUT in retaliation demanded his money back and claimed my property had a gas leak and bugs infestations! Omg I have been a super host for years. never had a complaint! Now I am suspended!!!!! Can’t get an answer from Airbnb who claim an investigation is being done. Funny! 

[Garance0]

HELP,

it’s been over 24 hours that my account has been suspended WITHOUT any notice or explanation.

I’m a superhost with 2 successful listings and an rating of 4.8

When calling the help line they say they can’t see what it is due to but that another team is on it and that I will be contacted by email : BUT NOTHING, whereas I receive other Airbnb notification so it is not a problem with my email. 
I am at lost. My whole income is based on this activity and I’m a single mum!!!

if anyone has an idea how to reach Airbnb or any other suggestions. 
I have been true to Airbnb since I have been a very early customer and a host since 2017. But will switch to booking.com

But how do I get the lost of all the missed reservations back?? 

[Elaine701]

@Garance0 

The fact is, that even Airbnb likely has no clue why. They're just another big corporate booking platform now, and the left hand doesn't always know what the right hand is doing. All very disconnected and chaotic. 

Beware of booking.com. It's all instant book, and you are obliged to accept all bookings, even if fraudulent or misleading. And there's zero host support. 

VRBO is better, but that have half the market share of Airbnb. 

Very sorry this nonsense happened to you. It's just another risk of being dependent on Airbnb. 

[Emiel1]

@Elaine701 

The company seems to be going to derail.

I am very worried about the future, it is time for an Airbnb 2.0 !

I know in my country there are already working on it.

BTW booking.com is also of Dutch origin.

[Elaine701]

@Emiel1 

I believe it's just a necessity for huge corporate entities. They can never effectively support everyone, because the load is just too large, and the staff is too small, becase it's expensive. Think of your telephone/internet provider. I'll bet their support is either lousy or nonexistent. 

The same is true of Airbnb or anybody else. It's just the nature of the beast. To survive it, you just have to find ways to avoid it while keeping the benefits they do provide. 

[Tom910]

I agree with this assessment. As an individual operator however, a problem that is minuscule and somewhat expected when dealing with a large corporate bureaucracy can be devastating to us.   

[Paul7733]

i wish i could say something helpful. ive been suspended for several days now. no reason given, all promises to have it looked at broken and im no further on. nobody at airbnb seems to care or know what to do

has your suspension been lifted yet?

[Paul7733]

im sorry for your trouble but im here looking for answers to my own question. your experience mirrors my own. ive had several "support" staff tell me the "specialist" is looking into the matter but zip response

[Alexandra844]

Hi all - I am having a similar issue to many of you above. I am superhost with only 5 star ratings and I had asked them to cancel a reservation this weekend as I tested positive for Covid. They went ahead and suspended my account and cancelled all bookings on my listings for the next 30 days. WITHOUT even speaking to me live. Their email makes no sense as to why they cancelled it because there hadnt even been any guests for days. It's impossible to contact anyone. I have called/emailed etc and they keep telling me only the person assigned to my case is able to help but its been 48 hours and they have not contacted me back. Any luck with how you can get someone to fix the account?? Im missing out on future bookings and some great reservations that people want to re-book. It's incredibly frustrating.

[Tom910]

Not sure why I was suspended or why listings were reopened after 5 days, but maybe what I did helped. Not sure. I contacted a lot of my previous guests, gave them CS phone number, and asked them if they would help by contacting customer service on my behalf. Many did willingly and happily. The account was un-suspended quickly after this strategy. Oh,and the day after my listings were activated,I received congratulations fromAirbnb for qualifying as Superhost yet again.  Crazy?

[Linda3345]

Tom, the only rational conclusion is that your account was suspended by "mistake" or a computer error?  Good to know how you resolved it, but that should not have been necessary.  

Worrisome to know that Superhosts are not immune from this happening!

[Stephanie1933]

@Alexandra844 any luck sorting your issue? 

[Alexandra844]

Not really, the customer service person assigned to my case said it’s a 7 day suspension no matter what and said it would turn back on after those days. They wouldn’t listen to my story or hear me out at all but I was able to get it from 30 days down to 7 somehow.