Unlisted for cameras with no clarification or response

in
Los Angeles, CA
Level 2
383 Views

The safety department unlisted my account without notice and no reasonining. I have called for two days, messaged, done twitter and facebook and I am not receiving any response. I have my cameras listed on my profile since I started a year and a half ago. Never had any issues. I have even sent them video footage of guests having parties in the back yard and front yard of my home. No follow up, no form of respect or concern to at least tell me why and when I can expect a resolution. I am pretty much done at this point. I hope to finish out my reservations and I doubt I will continue. It’s always something with airbnb; either never holding guest accountable or Injump through hoops to get $ for damages or to keep the deposit I set. I am a super host and have been since three months into this hosting thing. I’ve invested $ to make my home more suitable for guest and I feel absolutely under value. I go above and beyond for every guest and get no support when they are absolutely disregarding of house rules and city ordinance. 

5 Replies

Re: Unlisted for cameras with no clarification or response

in
Gros Islet, Saint Lucia
Level 10

@Shandrea1,

 

It seems that your account has been reinstated, because I can see that you have two listings, and was able to click through to each of them.

Re: Unlisted for cameras with no clarification or response

in
Los Angeles, CA
Level 2

I will not continue using this platform to book guest, it took over 80 hours to respond to my inquiries. If that is not acceptable foe customers, it is not acceptable for me. 

 

The rep was out for two days and did not follow up. lied and said she called me. She didn’t investigate anything, she simply relisted the account bc i emailed back within less than 24 hours of her message she sent at midnight PST, that i understand the vague and unprofessional description on safety and cameras. A guest lied or the rep made a wrong call, either way there was no inclination or accountability of when it would be resolved and the rep failed to clearly communicate next steps and response times, which is customer service 101! Airbnb needs to have a professional to overhaul the entire customer support for host and whoever is over it should be fired or retrained. 

 

This billion dollar company has zero equity in their thought process to improve the level of respect and support of customer care for super host!

 

This level of service should not be tolerated by any real host and especially a super host. I work hard for my profits and I am absolutely turned off by every incident with customer service. They need better training and more supportive policies for host! 

 

I am totally disappointed and dissatisfied.  

Re: Unlisted for cameras with no clarification or response

in
Chicago, IL
Level 10

@Shandrea1 regretfully they will not even notice that you are gone. You have to decide if they give you enough business to put up with their total lack of service. They can act that way for as long as they have such a huge market share. 

Re: Unlisted for cameras with no clarification or response

in
Auckland, New Zealand
Level 5

I've just had similar experience, my listing shows cameras at the property and we advise the guest twice (day of booking and 4 days before checkin) and the support rep suspended my account in the last hours of his shift before his weekend. Tried calling AirBNB, tried their chat, tried twitter, all to no avail; I'm told I have to wait for that department to contact me. Its been 2 days now of me trying to get hold of them and I emailed them right back with all the proof and screenshots when they emailed me.

 

They just click a button to suspend without even checking the listing or checking the email communications between guests and host.

 

I have 4 properties on AirBNB and have been a super host on and off many times.

Re: Unlisted for cameras with no clarification or response

in
Auckland, New Zealand
Level 5

I have documented my entire experience here

https://medium.com/@barrymurphy_73830/bad-airbnb-experience-from-a-superhost-1398a40795e

 

I still have yet to hear back from anyone, even though AirBNB twitter keeps saying someone is actively working the case and will be in touch shortly; this is the same response for 2 days and not a peep out of them.

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