Airbnb is cancelling reservations after putting a hold on our account

[Stay-Asheville0]

Airbnb put a hold on our account two weeks ago where the listings were ghosted and guests couldn't make any more bookings.  Tonight they're starting to cancel future reservations.  

Has anyone had this happen?  We have over 2500 reviews and have been hosts on Airbnb for years now.   We're all kind of flipping out as we are professionals and this is our full time job.  We don't know what to do, and of course per usual airbnb customer service is of no help.  We're being told to wait on an email from the super secret trust and safety department.  I don't know how they can cancel on people last minute who are arriving this weekend and not even give us so much as an explanation.   

This thread probably won't solve anything, but I'm hoping it gets resolved and I hope we can continue to host on Airbnb.  Right now this is a nightmare for my staff and I.

[Stay-Asheville0]

Airbnb case managers are of course no help.   I've emailed every contact we can find to no avail.   Google searches yield zero results.  This is very reminiscient of how ebay and paypal handled small businesses about a decade ago.... heavy handed trust and safety department people making decisions that destroy small businesses.  What's worse with Airbnbn is that there is no one to call or email when you need their help the most.

[Lisa723]

@Stay-Asheville0 You are not the first. This seems to happen regularly.

[Emiel1]

@Stay-Asheville0 

This is not a good sign. When Airbnb holds your account and then starting to cancel future reservations, then they are on to something and there is serious problem. Similar postings in this community can be found. Airbnb can even close your account after investigation without giving any explanation. (It is mentioned in the terms they can do that). All you can do is wait and hopefully you will be back in business again soon.

[Stay-Asheville0]

They have now cancelled over 160,000 dollars worth of bookings in a few minutes.  We are receiving calls from frantic guests who already made travel arrangements.   

[Kelly149]

@Stay-Asheville0 ABB business should always be a "don't put all your eggs in one basket" scenario.

Were you really only on one platform?

[Lisa723]

I would be hiring a lawyer right now. Also, hopefully you have a record of your reservations and are on other booking platforms...

[Emilia42]

@Stay-Asheville0, This happened to David last fall and it created quite a scare. It is pretty common apparently. Trust and Safety will not give you a reason or an explanation. I remember you posted something not to long ago about an angry guest/bad review. It's likely that your listing was reported and Airbnb takes action without ever involving the host. It is my biggest fear and I will not grow with Airbnb because of it. 

https://community.withairbnb.com/t5/Hosting/My-account-has-been-closed/m-p/790602?advanced=false&col...

[Branka-and-Silvia0]

@Stay-Asheville0 

I am sorry it happened to you, it can happen to any of us, anytime I am afraid... I've seen this scenario before... Airbnb delisted some super hosts as well and never said why... they were also on Airbnb for 5 years, same as you.

What was your rating? Was it under 4* ? Some hosts were delisted because of their rating.

[Stay-Asheville0]

Our average rating is 4.7.  We have over 2500 reviews with only a handful of one star reviews.  Airbnb just canceled and refunded 171,000 dollars in reserverations in about 5 minutes, with hundreds of guests flipping out about their travel plans.  I cannot for the life of me fathom why a billion dollar company would do this to so many guests.  Were doing everything we can to go around airbnb now and make sure the guests are taken care of.

[Sean433]

@Stay-Asheville0

Hi Shawn, I was thinking about this because what happened to you is a big concern for a lot of hosts. Do you think perhaps that a guest made a false claim of you for a major safety issue? Were there any suspicions or clues from angry guests prior to this happening? I feel for you, this is not cool. How have you been able to recover from this?

[Susan17]

@Sean433 

Shawn's account was deactivated several months ago. But what happened to him, happens to hosts every day of the week. When it comes to Airbnb, it's always wise (imperative!) to have a Plan B, and never put all your eggs in the one basket. They'll drop you like a hot potato, if the mood takes them. 

[Sean433]

@Susan17 

You know I once had a prostitute who used our airbnb to do her business. I just wanted her removed from our property but airbnb removed her from the platform as well. After reading cases like this, I realized its best to stay low key because building enemies can lead to something like this. Fortunately i was not trying to have her removed from the platform, just my property but that was the end result. I've been slightly paranoid ever since that incident.

I don't know what to say except try to diffuse bad guest situations because they can lead to something like this. Not saying this is what happened to Shawn but a very good possibility.

[Susan17]

@Sean433 

Yes, Airbnbs are very popular with the working girls! 

I think we're all slightly paranoid, but there's no point in living our lives in fear of what might happen. Best to just have a safety net in place, just in case though 🙂

I have a sneaking suspicion that the guests who pull these sort of stunts, are not the big, blustering loo-lahs who'd have a blazing head to head row with you, but the reticent, monosyllabic ones who haven't got the guts and the decency to say anything at all to your face, but will slither off to tell fairytales to Airbnb behind your back, because you've said something perfectly benign to them, that they decide to find "offensive", for reasons known only to themselves! 

Always the quiet ones you've gotta watch... 😉

[Mark1706]

Does the article below relate to the "Stay Ashville" host who initiated this thread?

https://www.citizen-times.com/story/news/local/2019/03/04/asheville-shawn-johnson-airbnb-real-estate...