Hit by the Unlisting Monster, 3 of our Listings Unlisted and no answers found or given Why?

[Hello6]

We for hit by the Unlisting Monster.  3 of our 16 listings for our Hello House Hostel (business, exclusively on Airbnb) were recently Unlisted in December 2024. This Unlisting happened earlier then Airbnb's email stating they would be unlisted in end January 2025.  No reasons given other then boiler plate "guidelines" and a link to the guidelines.

No methods provided for appealing the unlisting in original or further conversation in Superhost support or by emails to email addresses provided by Superhost support. 

We reached out to Superhost support. They gave us an email address to write to.

No answers, still unlisted, can re-list them ourselves. 

We would appreciate if anyone knows a better contact method to get answers from?

Thank you. 

[Hello6]

For clarity, we are not able to re-list the unlisted listings ourselves.  We did try on the App and Web browser on the link in listings for re-list but this is blocked by Airbnb.  

We can make new listings.

The unlisted, listings, where bookings still ongoing or were made prior to the unlisting notice, are still Active.

Our other listings for the business are all active less the 3 mentioned.

[Helen3]

Airbnb won't allow you to make new listings for properties they have deleted @Hello6 

Have you had some recent bad reviews if you have three in a row Airbnb may suspend your listings and ask you to address the issues leading to bad reviews and ratings .

[Hello6]

Airbnb Support reached out by phone call in the days since we first posted this thread. 

The only productive result from these phone calls was their assistance to find the hyperlink button in the original email which leads to the official online web form for making protest against an Unlisting.

This form requires the URL code, a string of numbers in the hosts listing web address that is assigned by Airbnb when a host makes a listing. 

As our listings had already been unlisted in advance of the emails actual date, Airbnb support provided those numbers so we could fill out the form.

A further email arrived afterwards string the same unlisting information and a larger more prominent hyperlink to the same form.

Notice is given that a team will make their ruling in around 30days from when this hyperlink form is filled out.

Hosts must fill out one form per listing that is unlisted.

Superhost support mentioned that "location" and "hard to find" where reasons why our listings were delisted as guests did not enjoy having to walk upstairs late at night because they could not or did not want to take a taxi nor could not or did not want to take buses. 

Our business is on Google and Apple Maps. 

Our directions are provided numerous times after a booking since Airbnb does not allow hosts to opt out of displaying their addresses prior to booking. 

Very frustrating. 

Especially since our location doesn't move

Neither does the Airport - which is located an hour by public transit or car from the city. 

Location as a metric, especially for unlisting is wrong. 

Especially as our Hello House Hostel has been exclusively on Airbnb since 2019. 

Further, allowing a bad guest who stays for a few nights and leaves bad reviews, or to consider that guests who don't like what they budget for, yes hostels are inexpensive compared to hotels,  who leave bad reviews because they  come to a hostel with extensive rules to govern the sharing and extra work expected from guests for cleaning up after themselves and then don't like that they are expected to clean up their own messes or that they may have a host inform them of the rules. 

Whatever the reasons, bad reviews should never dictate an unlisting.

The action of unlisting by Airbnb should be done when it is expressly seen, through legal action, there are issues. 

Otherwise, Airbnb has now become our defacto boss and control of our destiny.  Instead of a partnership. 

Anyway, if you made it this far, key takeaways  if you get an unlisting message:

1.  confirm the email is real; contact Superhost or host  support they should be able to read or see that an email has been sent;

2. Ask for assistance to confirm the URL code and listing name for filling out the hyperlink form that available in the email;

3. Fill out form;

4. Wait in the dark as Airbnb does what it wants, costing you time, energy and money (possibly as hosts have no proof of what they are missing in terms of guests, just metrics and historical statistics);

[Hello6]

@Helen3FYI 2/3 restored now.  Still waiting on the last one.  Airbnb from America called to clear up issues and the last one is still stuck with bot questions and under review. 

  Thank you Airbnb Community for the support and all who read and assisted as well that we don't see directly 🙂

[Hello6]

3/3  now listed again.  We were given a message in the Airbnb inbox that the reviews completed and we can relist the listings. 

We did need to press the relist button. 

Done now. 

Hopefully, in the near future, a better rating metric or algorithm is added that considers properties and hosts who have been listing for years with greater consideration for first page views and metric to ensure we are not knocked out by the math that keeps us from ever reaching a 5.0 / 5.0 score once a bad review is given.  Too often our competition, which list on multiple platforms, delete their listings once they drop in score below 4.8 and then just make new ones to keep front page and maintain the visibility given to "good" scores. 

  Too much weight of visability is still given to new listings at expense of constant listings. 

  This part of the review algorithm and as well as location, which hosts can't really change since it where they live. 

  A better option in regard to location would be to allow hosts, especially commercial business hosts, the option for at least Verified ID Airbnb users to see exact addresses prior to booking.  Relative area is great for non - hillside full cities.  Ours, with hills everywhere, it is tough to say 15 min walk when that walk, still 15 minutes, is uphill vs.  flat. 

  Some food for thought. 

  Thanks again everyone for all your help.  

[Hello6 · Accepted solution]

key takeaways  if you get an unlisting message:

 

1.  confirm the email is real; contact Superhost or host  support they should be able to read or see that an email has been sent;

2. Ask for assistance to confirm the URL code and listing name for filling out the hyperlink form that available in the email;

3. Fill out form.  To find the form, check unlisting email from Airbnb, find the word "form" or in newer emails the entirety of the web address for the "form" will be printed making the hyperlink to click more visable;

4. Wait.  If you fill out the form, a message says a team will make a review and should answer in 30days.