I'm a new host and last night we had a guest stay in our property and host an unauthorized party. We reported the incident to Airbnb (big mistake!) to create a paper trail. Now airbnb has suspended our listing "due to the ongoing safety investigation" and refuses to give us the contact information for the agent in charge of investigation. Apparently, we're only allowed to speak to them when they initiate the conversation and we've been told that we're going to be given updates every three days.
I've made it clear to them that there is no safety issue, I just wanted the unauthorized guests off my property. It seems to me that as the host I'm being penalized for guests breaking house rules.
Has anyone had this issue before and can give me insight into the process? They're being very secretive about this "investigation" and won't give me a timeline in terms of how long the investigation will take and thus the ongoing suspension. Is there anything we can do about it?