Airbnb fails transparent review process

[Shelley220]

We have just had  our listing of 13 years cancelled.  We have been removed from the Airbnb community for failing to meet their safety standards!!! We however have not been told what the complaint was or what the safety standard was that we breached.  We had two young girls staying at our property.  Their booking was for 2 people and they brought friends along and an extra mattress.  They moved furniture on the property and left lights, fans and heaters on all day and night while they were not there.  WE live in a sub tropical location so there was no need for heaters.  When we asked them about the extra guests and asked if we could inspect the property just to make sure and subsequently asked them to remove the extra guests they complained. While we were doing the inspection we noticed that they had broken a blind. We raised this with them and we are now de listed.  13 years of excellent ratings seem to mean nothing to Airbnb.  They refuse to speak to us and have just cut us off.  Disgraceful way to behave.  Every business must have a fair dispute resolution process. Airbnb does not.  They say that they reviewed all the relevant documentation.  This is a complete nonsense, there was no documentation.  Just two young very badly behaved young ladies that have been allowed to manipulate the system.  Airbnb are bullies.

[Helen427]

hello @Shelley220 

Has your listing been "paused' as sometimes that does happen if a complaint has been made.

Please reach out to @Laura_C who is Head of Customer Services re this, she may be able to help & it's important she is aware of this and to follow up where things can be addressed.

You can msg her via her name above.

Keep us posted how you get on.

All the best

[Laura_C]

Hi @Helen427 

Thanks for the mention - I am talking with Shelley via private message now.

~Laura

[Shelley220]

Thanks Helen,

The listing has been completely cancelled, my husband has been completely cut off and our bookings cancelled.  I have reached out to Laura and she has not responded.  We are now engaging a lawyer.  Thanks for your help

[Susan17]

@Shelley220 

Sorry to hear you're having to deal with this. Many hosts are still labouring under the misconception that this could never happen to them because they have an excellent track record with Airbnb, they're Superhosts, they've given years of loyal and dedicated service to the company, they always play by Airbnb's rules etc etc. 

Sadly, they couldn't be more wrong. This "cull" is happening all day, every day. (People tend to think I'm exaggerating when I use that phrase, but I'm really not). On Saturday morning, I checked my FB groups and the three posts below were the very first three posts that popped up on my feed, one after the other (all from different groups. (Then I checked the CC, and @Shelley220 s post was on the first page here too. 

This sh*t is out of control. Very often, this is people's livelihoods and/or a much-needed source of income, on which they depend to pay their bills and feed their families (as Airbnb loves to boast to local governments and lawmakers when they're seeking lenient regulations), that the company is callously - and in many cases, illegally - stripping out from under good, decent, hardworking hosts' feet. Without warning, without explanation and without allowing the devastated  hosts the right of reply or the right of appeal. And yes, it is  happening all day, every day. 

Hang your heads in shame, Airbnb.  

[Shelley220]

I agree Susan,

Airbnb pretends to be part of the "sharing economy"  They fail to accept that they are a business that is bound by the laws of the countries in which they operate.  They are disgraceful and this type of behaviour will need to be modified if they are to continue to exist.  People power is a great tool to make change and if they treat enough people with this level of disrespect the people will revolt.

[Susan17]

[Susan17]

[Susan17]

[Cheryl-and-Steve0]

This is horrifying!  Has there been any resolution @Shelley220 @Susan17 @Laura_C ?

I'm currently dealing with my 2nd case of guest-caused damage in a few months and airbnb's response has been so very disappointing. 

[Shelley220]

I am trying to send a letter from our lawyer and they have told me that the address of their legal offices is privileged and they cannot share it with me. These people are an American conglomerate that is effectively taking money in hundreds of countries with no appropriate governance, legal or business systems that relate to the countries in which they trade.  I hope that a cleve journalist exposes them for what they really are