Suspended account

[Jeff-and-Debb1]

Good morning fellow hosts,

I would like to seek advice and help to get my account reactivated. We took a long term booking for September at one of our rentals and agreed a check in time with the guest of 19.00 on 04/09/2022. Having prepared the accomodation ready for their arrival we waited only to get a message at 19.00 to say they were not coming and could they check in later. I offered them the following day at 12.30 as I had a lot of appointments and couldnt check them in at any other time. They requested a check in on the 6th at 12.00 which I agreed to. Having checked them in I offered them the use of the alarm system as they were staying a month and left them the remote fob and explained how to arm and disarm the system Within half and hour of my leaving he was messing about with the system causing it to trigger (it is a monitored Securitas Direct alarm system) and then he removed the alarm sensors in the lounge causing the alarm to activate its anti tamper feature. I spoke to the guest and asked him what he was doing and he told me that as the sensors had cameras in them he wanted to remove them. I explained that the sensors had image capture and were only activated in the event of an intrusion so that the images could be given to the police. He told me it was an invasion of their privacy and unless he was allowed to remove the other in the hallway he would cancel his reservation. Despite my reassurances he contacted Airbnb and they cancelled his reservation and I checked them back out again at 21.00. My account is now suspended for both our listsings and of course I cannot get through to the right department to help resolve the issue. Please note that we do disclose the use of the alarm in guest safety and as far as I am aware have done nothing to warrant my account being suspended.

[Gwen386]

@Jeff-and-Debb1 So sorry for what appears to be an innocent error. It appears you disclosed the use of an alarm but not a camera. Both must be disclosed.

I have Simplisafe. When I meet my guests, like you, I go through the process of explaining how the security system works—how to activate and deactivate. Then, I show them where the camera is located (above the entrance door to the apt) and I state that it is pointed toward the outside for security reasons. This is also noted in my listing. At no time is the camera directed toward any area inside the premises. 

Below is the link to airbnb camera policy

https://www.airbnb.com/help/article/3061/use-of-cameras-and-recording-devices

Also, there are many reasons a guest may not want cameras. A main one is if someone is having an affair. May I ask why a camera is in the hallway?  

[Jeff-and-Debb1]

Hi Gwen,

Thank you for your interest in our problem. In Spain there is a big problem with squatters entering unoccupied apartments, and so we chose to take advice about security from Securitas Direct, the main company in Spain, and it was they who told us where they would fit the 2 x alarm sensors with image capture. It would seem that we havent thought it through, as our only concern was for the amount of time and money we had invested in renovating the apartment and wanting to protect it, and we have not had this problem before, and didnt expect it.

As with all things in life what may seem obvious to some is not always clear to others, and everyday is a school day..!

[Sudsrung0]

@Jeff-and-Debb1 

Im afraid to tell you it is well documented on here CC and Facebook groups about having cameras in living spaces, And it is well known you will get your account suspended.

What happens next Im not sure, if the guest does mention it in the review then you are finished, close the account down and start again.

In our experience alarm systems are a pain in the backside were guest are concerned, 

[Jeff-and-Debb1]

Hello Sudsrung,

Thank you, the benefit of hindsight is a wonderful thing. I looked at the policies for the use of security systems and cameras and thought that we were okay as they are only activated in the event of an intrusion, if the alarm is set. I am communicating with Airbnb and hope to get the matter resolved quickly.