Suspension

[Isaac313]

My account has been suspended for 10 days. I don’t know what to do. Every time I call support, they tell me it is in the hands of another department and that there’s nothing to do but wait.

What is particularly disturbing is that several different representatives have told me that an email was sent to me that demands my response acknowledging the Airbnb review policy. The truth is I did NOT receive such email. I have scoured ever email received in recent history multiple times now. The support agents are even now saying although they can read the email, they agree they can’t find where it was actually sent. However, they can’t resend and can only ping the other department who doesn’t answer.

This is now the second time since I opened earlier this year that all accounts have been suspended with no warning. I’m rather exasperated now. This has been the worst customer service experience I’ve ever encountered. I have accumulated almost 350 unanimous 5-star reviews since opening in January, and generated tens of thousands of dollars of revenue for Airbnb. And this is how I’m treated.

I am one of the foremost influencers in the str community on social media with 50,000 followers on all channels and have no option but to steer everyone away if this does not get resolved and rectified immediately. I did nothing wrong as far as I know, and received NO warning or proactive communication. I’ve lost a lot of revenue in the last week since being suspended, so I obviously feel strongly about this.

Is there anything further that can be done? 

[Branka-and-Silvia0]

Jesus... another suspension

[Mark116]

@Isaac313  Did you have any negative interaction with some recent guests who may have made a claim?  These kinds of suspensions out of nowhere often have to do with alleged privacy violations or cameras.

@Catherine-Powell ....I really don't understand how this serves Airbnb.  Is the purpose to keep hosts off balance so there aren't any complaints?  What is the benefit of suspending people for days or weeks and not telling them what the reason/complaint against them is?  

[Branka-and-Silvia0]

@Mark116  I bet it is some automated AI nonsense   

[Isaac313]

I have had zero issues with guests…only glowing reviews.

the support rep said they can see that the issue for the flagging was “review policy.”

I’ve had no family or friends booking so I really don’t know where it came from. The most frustrating part is that there is NO ONE that will do anything!! No higher up.

[Mark116]

@Isaac313  You can try contacting Airbnb on social media.  Some have said they get a better response. Or you could research Airbnb senior leadership and see if you can find an email and contact someone that way.  Or, you could go to your local media and pitch a story on how the public doesn't understand how Airbnb mistreats the hosts.

Otherwise, from what I have seen on this forum, Airbnb usually shows up eventually.

You said it was related to a review issue, the only thing I can think of is if there is anything that could be construed as being an incentive for a positive review that would be against Airbnb rules.  That's a weird one, I don't think I've ever heard of a host being suspended about something totally unrelated to a guest complaint.

[Helen744]

@Isaac313  What is 'review policy' . It sounds like gobbeldy **bleep** to me . Ask them to explain what that is because you cannot understand and since they know maybe they can tell you .ask their names ansd start posting those so called names and their so called help . It sounds like B. S organized by some little tin pot ignoramus . Airbnb snap out of it . Train your people properly . do not let untrained people suspend anyone . All suspensions must go through an efficient and organized an realistic type of investigation not just a randome fool pushing a button and saying 'review policy ' ye gods . how long will this company limp along for , damaging people and destroying listings at the whim of petty people. H

[Helen744]

guess which word was bleeped , must be a swear word in America  H

[Catherine-Powell]

Hi @Isaac313,

Thank you for tagging me here. I received a lot of feedback recently to bring more transparency to the suspension process. This is a big priority right now and we are working with our Policy team to make these changes. We just can't leave our Hosts in the dark about what happened and why.

In your case, it looks like the suspension was because something happened in the terms of service. After following up with our CS team, I see that they were able to reactivate your account.

Please do let me know if there is anything else that you need.

Thank you,
Catherine

[Gwen386]

@Branka-and-Silvia0 I’m so sorry to see this is happening yet again to another host. Something happened so let’s see if we can narrow it down whether true or untrue:

@Mark116 already asked about non disclosed camera(s). Other possible reasons for suspension are:

*any type of pest infestation

*any noise complaint from a neighbor

*An unhappy guest asking for a refund
*Any major appliance not working

*any advertised amenity missing

*place is not as not advertised

I’m just taking wild guesses here. It just makes no sense that a host can’t get a simple answer. 

EDIT

I found the below link that prohibits content created solely for the purpose of advertising or commercial content. This caught my attention because you noted that CS said something about “Review Policy” and also because you stated you are a social media influencer with 50K followers. Were you in any way promoting your social media presence on airbnb’s platform? Again, I’m just guessing why this might have happened. 

https://www.airbnb.com/help/article/546/airbnbs-content-policy

[Ric-and-Jen5]

I'm going through the same thing. One listing got suspended twice in 2 weeks and the second time they dropped it almost immediately. Now another one. They called asking about a "situation" with a guest. I thought the were talking about an AC issue we had resolved but apparently it was about a party complaint. 6 guests, 3 couples on a Sunday night. I provided extensive data from our NoiseAware devices and called and confirmed that no police call was made. Just another neighbor who's been coached on how to potentially get the listinsg removed in a market under massive scrutiny from hyper-sensitive neighbors. So yet, again, I wait. No communication from the "investigator" and not information as to when my listing will go live again! @Catherine-Powell , why is this still such an issue?