Here is the letter I wrote in the feedback forum. I am also considering posting it on my social media as an open letter in the hopes someone will take notice.
I feel like this will be a waste of my time. But I also feel I have nothing to lose and maybe just maybe someone will listen and help.
I have been a host since Sept 2016. But I have cleaned and managed many other Airbnb’s throughout the city of Halifax. So, I understood how it all worked and truly enjoyed hosting. When I opened my rental, I spent almost $6000 to make sure everything was brand new and welcoming for my guests. I have just spent another $1000 last week on updating things throughout the house. I take pride in hosting and want good reviews and to make sure the guests have a good experience. I assumed that is what makes a good host. I accomplished the good reviews mostly all 5 star (45) reviews to be exact.
On Monday out of the blue I got an email from “Cedar M” informing me that after a routine review you are no longer able to support my listing. I at first thought it was a mistake, I just became a super host the day before and to be honest even through it is nothing major, I was proud of the accomplishment and was looking forward to seeing how being a super host would affect my bookings.
I called in to find out what was going on. I was told they could tell me nothing and I had to email the person back, I did, and I waited. I called again and was told again there was no information and I had to wait. Over the next 3 days I called a couple of times and sent a bunch of emails. I posted on your help board and I was left with no options but to wait.
Tonight, I finally got an email back. It was colder than the first and seems more condescending then helpful. Maybe it is just a standard email template you use, I am not sure. But the basics were, there is nothing to be done, my listing is gone, and no information will be given to me as to why. I called in again in hopes to find some answers or at the very least speak to someone who knows something. First phone call I was hung up on/disconnected. I waited for a call back and then called in again when I did not get a call back. The lady was very nice, but basically told me there was nothing she can do and put in a ticket. I also sent “Cedar M” a very emotional email while trying to stay professional begging for information or a way to resolve this. I of course have not gotten a response and truthfully, I do not expect one because in the email it states that “you can no longer answer any questions about my account” maybe some salt in the wounds when the words “if anything changes we will contact you” so don’t call us and we will never call you is what I took from that.
I understand that this is your company. I understand you make whatever rules you wish, and the users/hosts/guests just must accept them. But saying it and doing it is harder than one would think. Having a thriving business that you love, enjoy and gives you a since of accomplishment and then having someone without notice with one click take it away with no explanation, no reasons and just cutting off any defense you might have seems very unfair.
I simply do not understand how that is a good business model? How is this practice fair to not only your hosts who invest to build there listing with your company and depend on the bookings to pay for their investment? But what about the clients who had booked my property? They spend all that time looking through ads to find the perfect vacation rental, and then boom you cancel without warning and force them to scramble around to find other accommodations? How is this fair to anyone? I have had some of the guests contact me and I have no answers for them. I have tried to explain the situation, but they are as upset as I am.
At the very least I deserve an understanding or answers as to why this has happened? What could I possible have done to warrant this? At the very least, speaking to me would or could have resolved a possible misunderstanding and avoiding the undo stress this has caused. I get that for “Cedar” this is a 9-5 when he/she goes home I am forgotten about. But for me this was my life, my investment and something I have worked hard to build. So, since Monday this is all I have been thinking about. To be brushed off without a thought and be left with nothing but more questions has made this situation harder then it needed to be. I am frustrated.
I have raved about your company and planned on opening 2 more rentals this year. As well I had a couple of friends who wanted me to help them start their own. I was proud to be part of your company and respected your service and how I have been treated up until this week. Now, I am left with an empty feeling and I feel very mistreated. Again at least if I had an understanding as to why, I might understand.
I am not stupid, I know this letter will fall on deaf ears. I am a no body to you in the bigger picture of things. But I am not alone, I have read countless stories where this same thing happed to so many people. Up until now, I just assumed they must have done something to warrant your decision. But now that it has happened to me, I realize that might not be the case.
But if this letter might help my case then it will be worth the effort to at least try. I just need answers. I need to understand, if I have legitimately done something that breaks your rules, then I respect your decision. But what if this is just a misunderstanding? Do I not deserve the opportunity to defend myself or explain any questions/concerns you might have?
Thank you for taking the time to read this
Kristen
