Guest with Covid in UK - Struggled to get support from Airbnb

[Andrew-and-Suki0]

We had a guest staying with us who checked out early as they were feeling unwell.   The day after they left on the 16th November they advised that they had tested positive for Covid.   I immediately contacted Airbnb and after being on hold for ages was told that our listing would be deactivated and they would cancel any bookings occurring in the next 7 days.  I was told that our listing would be reactivated after 7 days.   

Airbnb did not deactivate our listing immediately and they told me they were still 'working on the case".  After chasing them, they eventually deactivated the listing on the Friday 19th November.  I also had to chase them to cancel the reservation we had that weekend.

After waiting 7 days from the day we advised them of the situation and also after confirming that we had cleaned the listing thoroughly as per the prescribed cleaning protocol,   I contacted them again to request our listing to be reactivated.    Customer support could not respond to this request as they told me they would have to contact their 'specialist team".   Further more I would have to wait to be contacted by this specialist team.  After chasing them though out the day, I was finally told by email that "As soon as you reported this incident we conducted an investigation and took the proper actions. These actions meet the mandatory time on November 25, 2021".   

I really don't understand what  "investigation" was required and the "proper actions'  that were taken.   At this point I given up hope of getting a clear explanation as to why we had to wait over 7 days for our listing to be reactivated.   

Today on 25th November and after 10 days from reporting the incident, our listing has still not been reactivated.  After contacting customer support again, I am still being told that they can't help and I would need to wait to hear back from their specialist team by email.  Apparently this is the only way they can be contacted as will not take calls or answer chat messages.     

As "super hosts" for last 2 years, I really would expect a much better process to be in place for this scenario.  I could not find anything on their website describing this process and  I really feel let down by the support being given.    I think as hosts we should demand a higher level of customer service from Airbnb and a much clearer process/protocol being in place to support us in this scenario.  Airbnb is great platform when it works, but as host I think it seriously falls short when it comes to customer service when you really do need help from them.

[Helen3]

sadly not surprised 

Try posting on their social media @Andrew-and-Suki0 

Why would you expect a better response because you're a 'SH' it's just a marketing gimmick by Airbnb to encourage hosts to try and get high reviews and ratings 😁 

[Sandra126]

I read here about a host whose several listings were deactivated, including those in different countries from himself when he got covid. So no, there is no working protocol. Needs one!

[Branka-and-Silvia0]

so @Andrew-and-Suki0  what did you learn from this? If your guest catch Covid (or not) just open all windows, leave it open for half an hour or more, clean and sanitize the place and check-in the next guest, as usual. Leave Airbnb out of it.

[Sarah977]

@Andrew-and-Suki0  Airbnb CS is abysmal. "We should demand a higher level of customer service"? How, exactly? This forum has thousands upon thousands of CS complaints, and not only doesn't get better, it's gotten worse. 

I'm not quite sure why you called them. You said the guest checked out on the 16th, which was a Tuesday, and the next guests didn't check in until the weekend. 

That's plenty of time to air the place out, clean  and sterilize it. The virus doesn't stay in the air for more than a few hours, any particles will settle onto surfaces, it doesn't stay active on porous surfaces like cloth, paper, cardboard, for more than 24 hours. 

No one is going to contract Covid because someone who was infected stayed there 4 days before and it's been cleaned and aired. Almost all virus transmission is from coming in direct contact with an infected person and breathing the same air in enclosed spaces.