Good day to all,
have been hosting in Miami for over 3 years and had received during that time and before June over 100 guests .hosted through Covid as our city and county only shut down for a very limited amount of time in 2020 . During that time we hosted lots of new guests and people that wanted to come down to South Beach for a good time ( can't blame them ) however this fact represented multiple challenges which we managed to overcome with time. During all we received an overwhelming amount of support from the guests we had hosted however they were the very few that by not fully understanding the feedback system of the company sometimes will give us 5 stars on all individual categories to them leave a 3 star general rating. That did not allow us to reach the superhost status as we were always 4.7 or 4.8 on the average , so close yet no cigar.
This past June 24 our listing was suspended by Airbnb after yet another guest who had given us 5 stars on the individual ratings left a 3 stars on the general .When I was directed to the information and how to proceed , understood that by the language written that it WAS NOT necessary to contest the suspension by filling the appeals form but that after the suspension period expired we will be back online with our listing and used that time to make even more improvements. However after over two months been given conflicting information by members of the support team who stated that the suspension form was not required , we were told that it was and the listing has not been allowed to come back online.We strongly recommended that Airbnb revise and update this information to make it unequivocally clear as to how the process works ( an appeals form NEEDS to be filled out and send within x amount of time).
After all of these weeks hearing and reading these conflicting information we are exhausted and disappointed.
Wanted to share our experience with the community hoping to receive any support that can help us continue to host which is something that we enjoy and need financially .
We still have another property in the system but this one was our pride and joy .
All the best to everyone !
