Airbnb's Failure to Act on Illegal Listing Despite Clear Evidence

[Rav1621]

Hello Airbnb Community,

I’m reaching out here out of sheer frustration with Airbnb’s inability or unwillingness to resolve a critical issue I’ve been raising for months.

The matter involves a property listed on Airbnb that is operating illegally under local regulations. Specifically, the property lacks the legally required license to operate as a short-term rental. This has been confirmed by local authorities, and I have provided Airbnb with all the necessary documentation multiple times to support my claims.

Despite this, Airbnb has:

1. Failed to Act: Repeatedly sent automated and generic responses instead of addressing the issue.
2. Ignored Evidence: Continued to request the same information that I have already provided multiple times.
3. Deflected Responsibility: Redirected the issue back to the host, even though the problem lies with Airbnb allowing an illegal listing to remain active on their platform.

This lack of accountability is deeply troubling. Airbnb has a responsibility to ensure its listings comply with the law, and their inaction in this case raises serious questions about the platform's commitment to legal and ethical standards.

As someone who has relied on Airbnb’s assurances of trust and responsibility, I find their response—or lack thereof—completely unacceptable. Their inability to resolve this matter despite clear evidence undermines the community's trust and reflects poorly on the platform.

I am sharing my experience here in hopes of bringing attention to this systemic issue and to call on Airbnb to:

1. Take immediate action to remove the illegal listing.
2. Improve their processes to ensure reports like these are handled seriously and efficiently.
3. Provide transparency and accountability for cases involving legal non-compliance.

If anyone in this community has faced similar challenges or has advice on how to ensure Airbnb takes appropriate action, I would greatly appreciate your input.

Let’s ensure Airbnb upholds the principles it claims to stand for and respects the communities it operates within.

Thank you,

[Helen3]

What's your interest in this issue?  @Rav1621 

Surely it's up to whoever manages the STR regulations to take enforcement action if a host is operating without a licence ?

Normally in areas with STR licensing you can't upload a listing to Airbnb if you don't upload a licence number so it's strange to hear this host can upload a listing without one. 

[Rav1621]

@Helen3 The license for the property was indeed revoked by the council but technicality, the host managed to keep the listing online.

What’s more frustrating is that the host even went to court, where they agreed to cease operations—yet the property remains active on Airbnb.

You’re right that enforcement should ideally come from those managing STR regulations, but the issue here is that Airbnb continues to allow the listing to remain online, despite having been provided with clear documentation of its illegality.

Normally, the system would prevent a host from uploading a listing without a valid license, but in this case, Airbnb seems to have failed in their due diligence.

[Helen3]

Thanks for clarifying. You didn't say what your interest is ? Are you a host with a listing in the area @Rav1621 

[Rav1621]

I’m a resident in the building directly affected by this illegal listing. My interest is in seeing this situation resolved because it impacts the safety, security, and overall quality of life for those of us who live here. Despite the host’s license being revoked and their agreement in court to cease operations, the property is still active on Airbnb. I’ve personally witnessed how this has disrupted the lives of residents, and while enforcement lies with the authorities, Airbnb’s failure to act despite being given clear evidence is deeply frustrating."

[Basha0]

Why are you making this your problem? Are you a neighbor? Are you a host? Sooner or later the officials will do something about it.

[Rav1621]

d

[Rav1621]

Unfortunately, I am a resident in this building, and this situation has been ongoing for over two years, with local officials enabling it to persist. There is little confidence that this will be resolved anytime soon. Airbnb has also been made aware of the issue on multiple occasions and provided with clear evidence, yet no action has been taken. This has been deeply frustrating as it continues to affect residents' quality of life.

[Mike-And-Jane0]

@Rav1621 I would take the local officials to court - Way faster than hoping Airbnb will do something.

[Rav1621]

This matter has already been through the courts, where the host's license was revoked, and they agreed to cease operations two years ago

[Joan2709]

@Rav1621 

Why not get all the residents and building mgmt together and agree to post a sign at the entrance that "Unit XX is operating an illegal Airbnb and any guests for that unit  should contact Airbnb to cancel their booking for a full refund." If they are in violation of safety/fire codes I would also add that. Post the phone number to contact Airbnb on the sign. Include the court ruling on the sign or next to it stating it is in violation and illegal.

Just a thought...🤔

[Rav1621]

Hi @Joan2709  thank you for your suggestion—it’s a good idea and one we’ve already tried implementing. Unfortunately, it turned into a bit of a cat-and-mouse situation. The signs were repeatedly removed, often shortly after being posted, making it difficult to maintain a consistent message for visitors and guests.

This situation is not unique, as it seems many others are experiencing similar challenges. While Airbnb redirects responsibility to the hosts, this approach conflicts with their obligations under applicable laws. According to Article 14 of the EU E-Commerce Directive (2000/31/EC), platforms like Airbnb are legally required to act expeditiously to remove or disable access to illegal content once they are made aware of its existence.

By knowingly allowing illegal listings to remain active, Airbnb could be in breach of this responsibility, particularly if the listings violate local laws, such as those governing unlicensed short-term rentals or fire/safety regulations. This is an area where more direct enforcement and accountability from platforms like Airbnb are essential.

If you have additional suggestions for tackling this, I’d love to hear them!

[Joan2709]

@Rav1621 

I'm afraid trying to get Airbnb to act is a losing battle. 

I suggest you create a sign that can't be removed. Similar to a bulletin board in a school or directory in an office building. It has a clear front and is locked. I also suggest a camera so you can see who might be tampering with it and make it clear that there is 24/7 CCTV surveillance. If someone tries to break into or tamper with it, (at least in the US), it becomes "vandalism". 

[Karen114]

@Rav1621  Sorry to hear about this..Check out this link maybe it will be of some help.  You can also share with your neighbors, there's power in numbers. https://www.airbnb.com/help/article/3290 

[Helen3]

If this has been going on for two years why haven't you got together with others in the block and complained to your management company ?  @Rav1621