How to escalate? Airbnb cancelling for non-compliance, City says everything looks good!

[Kamil210]

I am beyond frustrated because all my bookings have been cancelled automatically by Airbnb four times in the past month or so!

Airbnb says that I'm non-compliant with city of Toronto laws, but the city of Toronto says that everything is good on their end (and that my listing looks good!) and that this is an issue with the Airbnb application. Everything on my profile matches up perfectly. 

I am speaking with an Airbnb Customer Support Person ** but he keeps repeating the same thing over and over, and it seems that he is not even listening to what I am saying. He is unwilling to call me to address the problem.  The other support staff have no prior knowledge of the prior calls.

This situation is beyond frustrating. How do I escalate this matter to someone who can actually help? If this doesn't get resolved I will have no choice but to go to a competitor, despite enjoying the use of this platform. I have been trying to resolve this issue for 40 days now!

**[Name hidden due to privacy concerns - Community Center Guidelines]

@Bhumika 

[Helen3]

Difficult to comment as you haven't said what the actual issue is 🙂 i.e. in what way is Airbnb saying you are non compliant. @Kamil210 

In your situation,  I would post across Airbnb's social media channels using relevant hashtags and approach your local media.

They don't have an escalation process.

Presumably you're already listing on other platforms and taking direct bookings, so I would focus your marketing efforts there. 

[Helen427]

@Kamil210 

Yo may like to request a copy of your Data to establish what, if any notes, exist that should be written in your ABB Files by Customer Services staff and when you file has been accessed.

I'm unsure if you will find all the notes, if any. from the Customer Services Team because some are better at note taking ensuring a record is made than others, indeed, it's unknown where in recent times how to obtain that information because it may be held by 3 rd Party contracted Agents who we are not privy to know who they are or where or how we can obtain that information...

Requesting your Data Information from Airbnb

https://community.withairbnb.com/t5/Help-with-your-business/Requesting-your-Data-Information-from-Ai...

[Bhumika]

Hi @Kamil210 , Sorry for the late response!

I was having a look at your listing and seems like the calendar is available to book from October. (Apologies if I am missing something.)

Have you heard back from the Support team or managed to get some information from City?

[Kamil210]

So I am only able to book for 28 days or longer. City said it is an Airbnb issue and everything is good on their end. My Customer Support Person has not responded to me in many days and is unwilling to have a telephone conversation about this issue. I think I will have to take matters into my own hands since noone from Airbnb or the City seems to be able or want to help me. 

I am considering just trying to start a new listing.