Airbnb Trust and Safety Team

[David-And-Ceil0]

We are new Airbnb hosts and successfully completed three guest trips with us, all really good experiences. The first two we were paid for; the third we were not. When inquiring, we received an e-mail that the matter had been forwarded to the Trust and Safety team. Did not think much of this initially, but now when speaking to Airbnb on the phone it seems like our account has been frozen and someone from Trust and Safety "will get back with you." They don't say when or why -- we are totally in the dark! I cannot imagine what we have done wrong and, of course, we have guests arriving tomorrow night and have no clue if we will be paid for that or any of  the other 6 pending guests trips. Can anyone tell me what we might have done, or if they have also been "frozen" by Trust and Safety? Airbnb does not trust us??? Starting to not trust Airbnb and we have invested a lot of time and $ to get our place ready to do this business. We are scared. 

[Ali40]

I would be incline to contact Airbnb, and refuse to allow any new guests access to the property until the payment issue has been solved - especially since it seems to be an Airbnb issue. You've already had one guest stay for free - how many freebies are you willing to give away?

[David-And-Ceil0]

That seems like good advice and, as we were contemplating making all of our available dates unavailable, we received an email saying that the payout was being processed and we would see the funds in about a week. No explanation for the delay, the frozen account, or apologies, but we are thankful that the $ is on the way. We will certainly be watching closely to see if this happens again.

[Ali40]

I'm happy to hear the problem is being solved. 

[Pedro246]

Hi 

I ám having the same problem. The last two guests have not been payed out from airbnb. The first one was six weeks ago and last week they told me that I was not going to get payed because it had been balanced against a guest that cancelled in dec, 2013!!!!!

I checked it upp and also contacted that guest and she confirmed that she actually stayed and never asked or was refunded for anything. Plus I had new geusts staying last week and neither that was peyed out. 

Did they solve your case?

[David-And-Ceil0]

Yes, payment was received and everything seems back on track.

[Erika--Lily-M0]

What was the reason for the Trust and Safety issue? did they say why? I just had some funds held and the guests are already in the unit. Same explaination, Trust and Safety dept.

[James--Pad-A-Terre-0]

I am having significant problems with ABNB's trust and safety team.  Guests stole a set of keys that have cost me 300 Euros to replace.  All receipts provided and case in the hands of some incompetent agent called David.  He's closed the case and I am stuck.  Not a lot of money but the principle.  ABNB take control of your business and put you against a wall.

Does anyone know what one can do when Trust and Safety and safeguarding anything BUT that?  

Very unprofessional. 

[Claudia608]

Just received an email from Trust and Safety Team.  They cancelled a reservation made by an individual that they deemed not suitable to be part of our community.  I was definitely very happy to know they caught this reservation on time and have safety checks in place.  Kinda scary to think what kind of information they received on this person.  My only concern is that I have a co-host who was set as primary host as she was managing my listing while I was out of the country and she never received this email.   Are there settings available to ensure these type of emails are also received by whomever is set as the primary host during the time of booking/cancellation?  

[Tony339]

Hello everyone! I’m a super host and have hosted over 300 stays and I have a total of 14 listings. All of the sudden my account is disabled by Airbnb without any explanations. I have called numerous times to Airbnb host support and still can’t get a true answer to what’s really going on. Every time I call they tell me a case manger is notified and will call or email with an update. It’s been over 2 weeks and nothing has changed. Rent is coming up at the end of month and my listings are not generating any income for 2 weeks now.  If someone from Airbnb with high authority is reading this message I would highly appreciate it if you can get involved and take a look at my account and tell if I truly deserve for this to happen to me. 

[Nick775]

What happened with this? Were you able to get back on Airbnb? My account is frozen as well and I have over 300 5 star reviews and the "we will get back to you" has run its course with my patience. Did your issue get resolved?