Deleted : Superhost account with Top 5% world listings

[Youstay0]

Hi, 

We joined Airbnb awhile ago as a professional company and did over 1000 stays per year with only 5 stars across the board. 

We were very well aware of the guidelines and we respected every single item for the past 3 years being super hosts. 

Reporting any attempted payment outside the platform, reported back to support if we felt anything was out of place or might lead us into a dead end.

Our listings were voted better places to stay in the region we were located at for 2 years in a row by local reviewers and yet.

Everything was going well until today, host and all co-host accounts were deleted, no emails, notice, all future bookings were also cancelled with no answer or way for the support to provide any information about what's actually going on.

We don't know where to go from here, we felt betrayed as we only worked with Airbnb and refused other platforms even when they reached out.

What do you guys think we should do knowing we are an actual companies with salaries and bank payments that need to be issues.

Thank you for giving us a read 🙏🏻

[Elisa]

Hi @Youstay0 😊, 

I am truly sorry about your situation!

Did you solve it in the meantime?

I would recommend that you reach out to the customer support team. Do you have their contact information?

Don't hesitate to let me know if you need any further assistance!

Warm regards 🌻

[Youstay0]

Thank you so much @Elisa  for your response and support.

Unfortunately, the short answer is no. While our listings were reinstated, they’ve been pushed to the last page of the search results after holding the top position for two years.

We’ve worked incredibly hard to build a strong relationship with Airbnb and our guests, earning over 570 five-star reviews for three listings in three years without a single negative review, and delivering exceptional guest support. Because of this, we felt loyal to Airbnb and didn’t explore other platforms, a decision that has turned out to be a costly mistake for our team.

Now, we’re overwhelmed by the changes and are reevaluating our relationship with Airbnb. Despite reaching out numerous times, we’ve received no meaningful support—only force-closed threads and hours on hold with no answers when calling. It’s the first time in three years that we’ve missed payments for bills and rent, as our co-host account, which handles payouts for rent, bills, and cleaning, remains frozen.

Here’s where things stand:

• Our main host account was reinstated and listings were reactivated, but with only a generic apology email and no real accountability for the consequences we're facing.
• Our co-host account and co-host payouts remain frozen, with no sign of resolution despite more than 20 attempts to escalate the issue and be heard.
• All positive algorithmic results for our listings were erased, and our listings are now buried in search results, leading to a significant drop in views.

We’re struggling daily, even though we’ve done an outstanding job, hosting over 1,000 stays a year. We can’t understand why Airbnb has become such a roadblock for us, especially after acknowledging their mistake but offering no meaningful help to restore things to where they were before.

We’re now rushing to list on other platforms, feeling beaten down by the system we once believed in. Despite all this, we continue to treat our guests(only returning guests), like royalty.

Thank you again for your understanding, and I apologize for the long message—it’s been an extremely tough time for our team.

With Love
The Youstay team