AIRBNB sent a bad guest; guest leaves bad review AIRBNB decides to halt our listing. Very Dumb

[Manager0]

AIRBNB sent us another bad guest; The guest had fake phone number and could not access the emails. So the guest wanted us to send the door codes to another nu,ber not associated with the reservation. Doesnt take a genius to know this may be an insurance issue; Guest leaves bad review; AIRBNB send us a rude email that our listing is suspended for a week. I just love parnters like this; No phone nu,ber to call. No email address to reply to. Just the best; 

[Linda108]

Could you help us understand how Air BNB "sent" a guest?   You accepted the reservation, right?  I see that you have many happy guests so you probably have a great way to vet potential guests.  Anyway, I am not clear about what you expect of Air BNB.  Thank you

[Manager0]

Well we refused about 4 guests from AIRBNB in past few months. Then received a message that we were refusing too many and our Superhost title. So to perform better we accepted a number of guests. No problems but then we got one who was not correct with contact details. The guest decided to cancel after we requested more information from them. We got paid but the guest who NEVER stayed with us was able to leave a bad review. The response to this was from AIRBNB was to then suspended our listing. Until 22 April. What I expect from AIRBNB is a more positive partnership with us. If theres an issue contact us. Ask for more information. Maybe I will not relist on 22 April. I may send AIRBNB a message that says they are not a preferred site for us and we will suspend our listing for a week. If this is the standard.

[Alexandra316]

@Manager0 There are lots of ways to contact Airbnb: check out https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/td-p/16165 for details. Save their number to your phone.

Airbnb does not vet guests on your behalf: it's still up to you to look at profiles and decide if the potential guest is someone you want to host. If you have issues with the guest and they start asking you to go outside the system, I would suggest proactively getting in touch with Airbnb and asking them to either intervene or cancel the reservation. If it's an instant booking and you're not comfortable with the booking, you can cancel penalty-free provided that you do it through Airbnb.

At this point, it's a bit late to ask Airbnb to step in, as the guest has already left your property.

[Manager0]

Its not too late to ask AIRBNB to step in. they did this today by suspending our listing until 22 April. So you see they can step in if they want. The guest appeared OK. I suggest that guests who cancel can not leave a review.

[Alexandra316]

@Manager0 You didn't say that the guest had cancelled. If you can show that the review doesn't reflect the guests' true experience with you, you may be able to have it removed, but you would need to contact Airbnb and ask them to do it.

Almost everything that happens through Airbnb is automated: no one is sitting behind a keyboard suspending your listing. If you have an issue with something that's happened, contact them.

[Manager0]

Yes you are correct its automated. which is an issue. How can I contact them? I have searched for a good way to do this without success. 

[Alexandra316]

@Manager0  I left you the link above: see https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/td-p/16165 . It gives you a list of ways to contact them. 

Likewise if you Google Airbnb Phone Number France it will tell you. +33-184884000. 

[Manager0 · Accepted solution]

Thank you. You have been really helpful 

[Manager0]

I meant to mark you reply as most helpful but marked my response to you as such. Now I need to modify that

[Helen3]

Have a look at the Contact Airbnb post towards the top of this forum for phone numbers and contact details.