Our listing was terminated because because a guest was able to prove there were ants in the property. She had one picture with bunch of ants near the backyard door. We do not know if they left the door open or what. The cleaner cleaned the property the same day and found no ants before they checked in. The guest was able to see the ants after 4 hours of their check in. This guest also asked us to give her a discount before they booked, which usually is considered as a red flag from our experience.
We got suspended for 2 weeks.
A week later another guest came in and gave a decent review with 3 star rating and mentioning the locality did not have much things to do around while we have a 4 kilometer long market mall 3 minutes away from the house and she also mentioned that she could not understand how to use the shower. The same shower which is praised by other guests in their reviews. Its a fancy shower panel but not too complex.
We appealed the decision with all the docs they asked for and explaining ourselves, the support initially kept on sending the same email again, like they did not see our reply at all. One fine day, we received a verdict that the listing will be removed.
We manage over 13 listings in the same city and this just takes away our trust from AirBnb. We have spent a lot of money on this property to make it suitable for STR. They do not want to understand our side of the story.
Any recommendations on how to escalate this ?
