Hi guys, my name is Matt. I have been a member of the Airbnb community and a super host for nearly 10 years. I am desperately trying to find some advice and info and want to know if anyone has experienced a similar incident (below) and has had it resolved, and how...
Last week all (5) of our listings were suspended without notice or reason. I can only assume it is to do with an incident we had at one of our listings where the guests had a small party, took drugs, ruined the carpets, smoked inside, emptied the jacuzzi water and cause several neighbours to complain about noise (screaming, shouting and laughing loudly until 05h30am on two separate evenings/mornings). However this issue was resolved and the guests paid for the damages and extra cleaning costs. So we assumed this was squashed!
Then 2 weeks later, after the problem guests had checked out and paid additional fees, Airbnb have suspended all of out accounts. No one from Airbnb have been able to explain why our listings have been suspended. We keep getting passed around and only last night, an Airbnb "safety" ambassador called us back. He had no idea of what the incident was and had to keep going back through message thread to get up to speed. He said due to safety reasons he wasn't allowed to disclose any information as to what the issue was, or what "incident" occurred.
To be honest I think it is an Airbnb fault, default on their platform, system which has caused our suspension. I don't know!
I have spoken to the guest we had the issue with as I thought maybe she had something to do with the suspension, but she said no and that her account was also suspended!
We were only notified by Airbnb that our account was suspended after the fact. We weren't told why or given any information or any notice. Then in the same message the Airbnb representative goes on to ask random questions about our CCTV systems. We answered these questions a week ago and heard nothing back from them. I cant imagine Airbnb would suspend an account on the basis of hosts having security measures in place to protect both guests and hosts? Our listing mentions the exterior cameras, guests are made aware of the cameras on check-in and we mention the CCTV in our house manual. The other thing is that I spoke privately with the guest and she says she never complained about the cameras. Other than the above mentioned guests we have a full 5 star rating. So I don't know whats is going on.
If Airbnb are so worried and think its deemed reasonable to suspend listings, how cant they allow guests to complete their stays until the issue/dispute (whatever that may be) is resolved?
This is the quietest period for us and we are losing out on thousands of rands/dollars worth of income for both the home owners and us as the property managers. There is a serious amount of loss of revenue for us at the moment and for no reason!
I find it quite sad and unfair that Airbnb would suspend a long lasting, dedicated hosts account without any explanation or notice.
We have also seen the messages sent to us from Airbnb have been edited over the past week, yet no one has got back to us with any information. So they are able to edit the messaged and change what they say and how long they out of office for, but cant message to explain what is actually going on?
The telephone call we received last night was pointless as it resolved nothing and we are still in the dark. Our properties are still suspended without reason.
If anyone has any ideas of who we can chat to or call in Airbnb with enough authority to explain to us the issue and have it resolved that would be amazing?
Our next step is to club together and take legal action against Airbnb for loss of income as we have so heavily relied upon during the past.
It is totally unnecessary for a company of such standing to treat their hosts and guests like this.
Sheuw it's frustrating...
Thanks for reading,
Matt
