So here we go - hopefully I'll get more answers here than I have been from AirBnb.....
Throughout this ENTIRE year, once a month AirBnb will automatically cancel all my reservations for the remainder of the year - usually in the area of 20 different reservations. The cancellations happen immedaitely and all at once - there is no call from AirBnb or the City of Toronto.
The cancellations cite that our listing:
- 10 - Your listing is in violation of an applicable local short-term rental law.
This is simply not the case - I have spoken to the Toronto Short Term Registration department many times and they all confirm verbally and via email that our short term registration license and code are both valid and not due to expire until December. When I call AirBnb, I'm met with total and utter confusion and lack of support - every single time this has happened (5 times) I have a long talk to a superhost ambassador, who says they'll put a note on my account, and this wont happen again, and so sorry - but then it happens again 3 weeks later. Then when airbnb can't seem to find anything wrong they blame it on a bug, to which they send my case to their tech team (who I never hear back from at all regardless of me asking for an update every day), or they blame the city of Toronto, to which the City then says that they don't send requests to cancel to airbnb, they reach out directly to the hosts.
What is happening? Does anyone have any tips that have worked for them? I'm losing guests because for some of them, this has happened 3 times - and then airbnb sends them a message that essentially says that we aren't following regulations and can not host in Toronto at all. Our poor guests don't know what to do - it's not very reassuring if you're coming overseas to stay somewhere, so we've had guests decide that they are going to book a hotel or another Airbnb.
Is anyone from the Airbnb tech/support/ambassadors programs there and listening to actually give us any answers instead of the usual "It's been sent to our ____ advisors, who you can't talk to or reach at all, and will maybe message you back with a fix if they find one, or most likely won't bother to at all. But no matter what it's not our fault its yours or Toronto's". Getting super tired of the scripted answers and no results, and as a superhost that has an Airbnb PLUS listing, I've dedicated a lot of time and resources into making our unit specifically airbnb friendly and we always make sure to follow local regulations to the T - just doesn't seem fair that as a platform who says they value their guests and host, we're getting the cold shoulder because they just can't seem to figure out a bug.
Really hoping that this will yield some sort of fix - we just can't keep hosting on a platform that does this to their hosts or to their guests.