Airbnb sent notice about limited access after guest reported me

[Melody22]

I am really upset and searching for advice.  I have two security cams on property and I note this in the listing AND in the house rules as Airbnb says. I had a guest last weekend who brought in an extra person. I have let this slide before but it's becoming a more and more common problem so I decided to send a money request for the extra person (I have extra fee after two people). The woman got defensive saying that my place sleeps 6, she didn't understand that just because it sleeps six it means the price is the same for six.  My place is pretty cheap - $106-$120 a night. Anyway I explained it and she paid. I thought it was over but she amended her review (didn't know you could amend them) saying that the camera was "creepy" and then I get an email from airbnb saying they got a report about the security cam and they want to speak to me, and that I have limited access until they do. I called them asap but they said the specialist would contact me between 9-10 pm tonight.  I don't understand why Airbnb immediately put me on limited access and didn't review my listing which notes the camera on site!  I am terrified they will suspend my account as I've read horror stories about happening to others. Has anyone else had a similar experience? I'm so upset about the fact that this guest retaliated in this way and I'm being punished for it.

[Sean433]

Fortunately, she doesn't mention interior cameras in the review. So hopefully she doesn't make up any lies about that with the case manager. And like Kelly said, a host would have to be very stupid to accept her after the review you left and especially her reply to your review. Her reply was very revealing especially since it indicates that her actions resulted in your account being suspended. What host would want a guest that can cause such a mess.

[Melody22]

I thought her reply sounded really crazy and paranoid. Acting like I would be waiting around to rob her?!  Also I wonder if ABB told her my account would be suspended because I did not tell her that; I just said that she reported me in my review. And yes I hope it does affect her ability to reserve in the future. 

Kelly I don't know how to "report" a guest. I tried to investigate how to have a review removed, but my research indicates that you cannot. And Sean her review could be taken either way "around the house" could mean exterior or interior. I'm nervous potential guests would think it's the latter. 

[Alice595]

@Melody22  If she checked your listing on your profile, your listing is not there anymore. Most likely she has read about the disclosure of surveillance device in Airbnb site.

I read reviews she left to other hosts. More than half of them had pointed one petty thing about the listing. e.g. very hard to find in the dark, a little bit far from ... etc.

Definitely hosts should avoid her by all means. 

Both your reviews and your response to her review mentioned Airbnb's involvement. And her response to your review also mentioned Airbnb action toward your listing. If either of you report to Airbnb, those could be all removed. Hopefully Airbnb would remove her review to you as well.

Go to InBox and open the message between you and her. You can find Report user there.

[Melody22]

I tried but none of the options "fit". Also the review she left me and my response doesn't mention Airbnb involvement, so with my luck hers would be removed and mine would stay 😕  

I emailed the case manager again today for an update. We will see if he responds. 

[Kelly149]

@Melody22 don't worry about the "fit" ABB has purposely made those choices absurd.

When I reported her I clicked the middle one: inappropriate/offensive??

I'm offended that she thinks its appropriate to trash your business bc she thinks she has a "reasonable expectation of privacy" on your PORCH as she's bringing in more people than she paid for. No Thank You. There is video equipment recording us every where we go these days: light posts, hotel lobbies, parking garages, street signs. She's wrong, she doesn't have a right to privacy as she's entering the front door. Bedroom, bathroom, I'll even vote for kitchens and living rooms being a little creepy but outside, nope.

And right, we all go thru all the trouble to host so that we can surveil our guests and quickly rob them when they go out for the day!! You could have murdered her!!!

Rubbish.

I hope every host who reads this thread reports her profile (not that I believe that ABB actually acts on those reports, but hope springs eternal)

[Melody22]

Thank you Kelly! 

[Melody22]

Upate: Today I got a message from the case manager who said this:

We would like to inform you that we've done with our investigation. Hence, to restore full access to your account, reply directly to this message with a written statement that you have reviewed the Security section of the Airbnb Community Standards. You can read those standards at:

airbnb.com/standards

On the other hand, I do noticed that you've disclosed the devices in the House Rules. However, you are are required to update your listing’s House Rules to include specific mention of (a) device(s), including both the specific location and whether the device(s) will be recording during a reservation.

So I replied and updated and hopefully everything will go back to normal. I think that location and whether the recording devices will be on is newish because when I put it in that section to begin with, I don't recall seeing it. It would be good if Airbnb would send an email out to hosts whenever they makes these types of changes so we can update accordingly.

I'm just glad that they say they will restore my acct. 

[Mark116]

@Melody22   No apology for pausing your listing in error.  No financial compensation for the potential of lost revenue during this time.  

I agree the guests response to your review makes her sound insane and paranoid, I would still really be tempted to get a lawyer to send her a warning letter on making such accusations both privately to airbnb and publicly on her review and response but I can appreciate you are probably ready to move on.  It's hard when you get a guest who is both dumb and vindictive, and still playing the victim herself.

[Cynthia149]

In have been reported by a recent guest and my account is now “limited” (what does this mean)? 
In speaking with (Airbnb) over the phone all they could tell me was that there was an inappropriate incident but they would not tell me what it was that was inappropriate. In the meantime the Airbnb person that I talked to gets sick.  It was supposed to be resolved in 48 hours and we’re going on 80 hours and I still have my account limited. I’m assuming no one can book since I have had zero bookings since last Tuesday.
What I don’t understand about the situation is why am I guilty right off the bat without understanding the circumstances?? I have been a super host for 2 1/2 years and have a five star rating. Has anyone been reported for something they have no idea what it is?

Guilty until innocent. And how do they settle something like this when this Guest is saying one thing and I’m saying another. If this is the way Airbnb is going to operate I’m going to give this some serious thought whether I want to be part of this anymore, even if I am reinstated.