AirBnB suspended listing because of Covid and not replying

[Jegor0]

I, a host, tested positive for Corona and thought I did the right thing by informing AirBnB, it was not, instead I have been severely punished. 

When I contacted AirBnB I got a standard email informing me what I could do as a guest, as I am a host I did not even bother looking into it as the support team just sent a standard email.

Instead, I contacted my guests and informed them, they were fine staying in the apartment even though I had visited it but I would not stay there. Everything was solved I thought but suddenly my listing is suspended and all my bookings are canceled (16 days), even though in my country I need to quarantine for 7 days. 

I contacted AirBnB and explained that I had arranged another housing, I have self-check-in and all guests had been informed and were fine with the arrangement. I was told that my account had been reactivated, but it had not been. Instead, I am now told that it is handled by a special department, a department which has not responded to any of my communication in 5 days and none of the "regular" customer support can get in touch with, even though they have marked the case as "urgent"/"high priority" etc. 

I am highly dependent on my income and I can't even accept bookings months ahead. What can I do?

[Helen3]

Try Airbnb. On their social media @Jegor0 

[Maxine33]

I am so sorry you are going through this.  I agree with @Helen3, try them on social media. Their Twitter is Airbnb (@Airbnb) / Twitter 

[Sybe]

@Jegor0 I'm so sorry to hear about this! I can imagine it's stressful to have your listing suspended and bookings cancelled. I forwarded this to the team now, hopefully they'll be in touch soon and I'll keep you posted here if I get an update.

Did you get through the self-quarantine alright? 

[Jegor0]

@Sybe 

Any help would be appreciated, as I have not heard anything for 5+ days.

I have already quarantined according to the local law recommendations, I am free to move as I want, but I am not allowed to host according to AirBnB. 

[Jegor0]

Sadly, it feels I will never get my listing back up and running. I was contacted yesterday by someone from AirBnB support, he has questions about a booking that was supposed the be between 12-15th, yesterday was the 16th. That he also refers to guests as "G" feels like AirBnB wont put any effort into this:

1. Do you have contact with the G at the moment of the check in or you listing is a self check in?

I was asked exactly the same questions 6 days ago and I have not gotten any update at all. It just feels like I have been put in a loop that will never.

Is there absolutely nothing I can do?

[Jegor0]

Can anyone help? Thursday I got in contact with support over the phone who said that my listing would be suspended one week, meaning it would be active Friday again. It is now Saturday it is still suspended. 

I also got a message saying that I should do a Corona test, I went and did one first thing in the morning and it was negative (I have been tested negative for several days). Again, AirBnB is not giving me any response. I have satisfied everything they have asked for.

I have lost all my bookings for this month and I doubt I will get any for March as usually guests book a month in advance. I had 2 bookings that were to stay for ~8 night, and they wanted to stay, but AirBnB still canceled them. Eventually, they had to find other places.

@Airbnb Please any help, I have followed all my local laws, I have negative corona tests, guests wants to stay at my place and I want to host. What is going on?

[Sybe]

@Jegor0 Has your listing been unsuspended in the meantime? It looks like it's active on your account. Let me know so we can get you ready for March!

[Jegor0]

Picture of my earnings: 

 <img src="https://i.ibb.co/4tKq4bF/airbnb.jpg">

February earnings because of AirBnB. The worst part is, they did not even follow their own protocol. I should have been allowed to host according to their own policy.

I was also promised help contacting my canceled bookings, instead, the customer support "ambassador" decided to never reply to any of my messages and eventually closed the issue without solving anything.

It's very sad that I only tried protecting my guests and instead AirBnB punished me for reaching out to them. In the future, I won't even contact AirBnB knowing that they will not hesitate to take away all your earnings and never reply to your messages.