Help! We opened our cottage in Oct. 2019 and are a 3 time Superhost, with (40) 5* reviews. We had a guest book for 2 days (she had (5) 5* reviews), then she upped for an additional 2 days. Our cottage is on our property on the other acre from our home, but we have self check-in and check-out. She checked out and wrote a 5* review that day. (I didn't see it until 2 days later when I wrote mine). When I went to clean it, the cottage was trashed, no damage, just filthy. Sticky spills and dried dog urine all over the flooring, vomit all over the toilet, food smears stuck everywhere, and the worst was the dog stench. I had to wash EVERY textile, meaning even the curtains and the bed skirt. I could go on and on.  I wrote her a bad review (my first), and the next day my account was suspended, with NO notification from Airbnb. I found out when I tried to message my next guest the check-in instructions. I called Airbnb, and after a week I received an email, then a call, that the guest had accused us of entering the cottage while she was gone and stealing "something", which of course we didn't do either. We gave the Airbnb rep all the information he asked for, but my question is, how long does this investigation take? Also, what else can we do besides just sit here and wait?

Thanks for any information or input!

Debbie

28 Replies

Re: ACCOUNT SUSPENSION

in
Chicago, IL
Level 10

@Bez8 

 it shouldn’t be a matter of if but matter of when we get suspended from the platform! The rest of the world just does not function that way.

One way of looking at it is that Airbnb is a big mall and I’m renting a store front. Customers come to my store and purchase my product. I have to abide by certain mall rules like my store appearance and hours of operation. I have to participate in the malls loyalty program. The mall attracts many customers by having lots of other great stores. I pay rent. One day I arrive to open my store in the morning to find the locks have been changed. The mall owner says that customer complained and they will not give me the keys until they finish their investigation. In the meantime, I have no access to my goods inside my store.

How can airbnb think this scenario is ok?

Re: ACCOUNT SUSPENSION

in
Vancouver, Canada
Host Advisory Board Member

@Inna22 

 

It's not ok at all. I agree with you. 

 

safety and security is tough subject. Airbnb needs to optimize the current process. I agree with you

 

In my opinion both guest and host accounts should be on restricted access until the case is looked at. I also think that the users time and rating on the platform should be considered. 

 

But i don't have all the answers. I just think it's more complicated than we think it is. 

 

 

Re: ACCOUNT SUSPENSION

in
Sayulita, Mexico
Level 10

@Bez8 "In my opinion both guest and host accounts should be on restricted access until the case is looked at. "

 

Well, that's not really an equitable solution, as guests may not be in need of a booking at any time in the near future, so having a temporary suspension wouldn't affect them at all, while a listing suspension means a host has lost their income stream.

No one's listing should be suspended at all "pending" investigation, most certainly not listings of experienced hosts with pages of glowing reviews, none of which have ever made any mention of the supposed issue the guest reports.

 

Re: ACCOUNT SUSPENSION

in
Orono, ME
Level 10

@Sarah977 And don't you find it odd, in many of the cases that we read about, that the host's account cannot be accessed/is suspended but the host has numerous upcoming reservations that proceed as normal. If the host was really a serious threat, why would Airbnb allow a guest to check in the next day? But in the meantime, the host cannot send messages, let alone check-in instructions, to guests en route to their properties?! 

Re: ACCOUNT SUSPENSION

in
Fort Lauderdale, FL
Level 2

I totally agree with you.  I feel like I should cancel my upcoming reservations for fear of bad reviews or issues

Re: ACCOUNT SUSPENSION

in
Vancouver, Canada
Host Advisory Board Member

@Sarah977 

 

Thank you Sarah. Perhaps I should have clarified what I meant by "restricted". To me that doesnt mean that the host can't continue with their booked reservations. It means that the host and guest both get put on a hold of some sort (I dont have the answers and I believe that I did say that) until the situation is resolved in a timely manner. 

 

My words and are concrete, I'm learning and it's always so difficult to communicate complex topics through written words. 

Re: ACCOUNT SUSPENSION

in
Sayulita, Mexico
Level 10

@Bez8  Why should there be any sort of "hold" at all, simply based on someone's unproven allegation? Would you want your liberties curtailed in some way because a neighbor simply accused you of having assaulted them, when there was no documentation of any such thing, no witnesses, nothing in your history to indicate that you had ever been violent towards anyone?

Re: ACCOUNT SUSPENSION

in
Orono, ME
Level 10

@Sarah977 @Bez8 

Also, we can't forget all the Airbnb hosts who are suspended because a guest reports them for having outside security cameras. Even though the cameras are disclosed on their Airbnb listing page. Instead of a CS rep reassuring the guest that the cameras are disclosed/legal and that the guest agreed to them when booking, the system automatically suspends the listings. The host loses income while spending countless hours trying to get in touch with Airbnb waiting for answers as to why they lost access to their account. It just doesn't make any sense to me!

Re: ACCOUNT SUSPENSION

in
Fort Lauderdale, FL
Level 2

Well said. I’m going through the same thing. Not only does the host loose income but also the cleaning staff. How one person can create so much damage and Airbnb is fine with it. 

Re: ACCOUNT SUSPENSION

in
Vancouver, Canada
Host Advisory Board Member

@Sarah977 

 

That is why I said to put emphasis on platform usage. Hosts and guests who are proven and have lots of reviews and ratings should be treated differently. 

 

My comment was general towards new hosts and guests. 

Re: ACCOUNT SUSPENSION

in
Paris, France
Level 10

@Bez8 

 

« In my opinion both guest and host accounts should be on restricted access until the case is looked at.« 

 

You scare me.

I am far more confident in @Sarah977 ´s experience.

 

Re: ACCOUNT SUSPENSION

in
Denmark, Australia
Level 5

I’m amazed Airbnb do this! I have just having a similar experience. My account suspended after I left a factual review on guest that were noisy, checked out late and got caught with an extra person. Same thing happened, 2 days after my calendar suspended with no communication at all and still waiting for ‘specialist’ team, so after reading your experiences it seems I have had that guest report me. I’m astonished at how Airbnb deal with this. I have over 200 5 star reviews raving about good hosting and my place. Surely Airbnb can see that when a guest has not behaved well and gets called out,  and when there is a spiteful retaliation, that this is just that, and really Airbnb could protect its valued hosts with good/impeccable history. Astounding. 

Re: ACCOUNT SUSPENSION

in
Fort Lauderdale, FL
Level 2

I understand what you are going thru. My account was suspended also with no knowledge because my previous guest who was evicted due to breaking house rules and exceeding guest limits has filed a complaint that we evicted her because she is black. We find this amusing since we are a gay interracial couple who have rented to many previous guests who are black. 
so how can a renter who broke all the house rules, has threatened us and had illegal drugs on the premises shut down our account with multiple listings and superhost status. 
can anyone guide me on this?

Re: ACCOUNT SUSPENSION

in
Hampton, VA
Level 2

I have just experience the worst nightmare of customer service with Airbnb my account was suspended and for three weeks now no one can tell me why I have very good ratings all of my ratings have been five stars no complaints but I wake up one morning and four of my listings have been suspended I’ve called numerous of times for the last three weeks And nothing has been done to reinstate my account this is ludicrous truly I don’t believe that the people that answer the phones are even real I believe they are robots I definitely will never recommend anyone to be a host of Airbnb!!

 

Michael

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