Airbnb sent notice about limited access after guest reported me

Melody22
Level 4
Louisville, KY

Airbnb sent notice about limited access after guest reported me

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.

38 Replies 38
Allison2
Level 10
Traverse City, MI

Ugh. This company.

 

Take the call, explain that all security cameras are disclosed in your listing as required. Then complain about them limiting your listing - Ask why they're taking action on an unfounded accusation before they've even investigated.

 

I had a similar issue with a guest. He brought 6 people to my 2BR listing and then said it was "creepy being watched by camera" in the review. Douchebag.

Linnea-Or-David0
Level 5
Ochre Beach, Canada

Please do let us know how the call goes.  We are going to be putting in doorbell cameras as we have a 4 bedroom house that is also quite inexpensive per night.  Already we've had inquiries about extra guests and why we charge for them etc.  I can see that sneaking extra guests will be an issue and expect to have reviews/comments similar to yours.  I think my go-to reply would be something along the lines of 'we have a doorbell cam for the security of our property and our guests.  The only complaints we seem to have come from individuals sneaking extra guests in'.  

Laura2592
Level 10
Frederick, MD

I would not do Airbnb AT ALL if it were not for doorbell cams. Our cottage is much beloved by my family and I would never open it up to strangers without some way to monitor who was coming into my house. I have found that guests who complain about doorbell cams are the ones who want to flout the house rules and have a party. YES you SHOULD charge for guests over any number that requires your cleaning crew to do more work such as changing more beds, washing more towels, etc.  and more people equals more wear and tear on your space, even if they are not having raging parties. Any guest who has a hard time with this or cites that your house sleeps a certain number is waving a red flag. 

 

Please do keep us posted on the outcomes. This is most upsetting. I am sorry its happening to you. 

Linda108
Level 10
La Quinta, CA

While you may be correct that the review is retaliatory, I have found that even negative feedback can have an opportunity to review the lisiting.  You might add a sentence that the nightly rate is for X guests with additional guest fee for each one over X.  I think the page set up which shows a total possible guests is a bit misleading to those who are not detail oriented.

 

I know hosts are understandably upset by the guest-centric processes Air BNB.  I looked at your reviews as a guest and you have one review that you believe was a mistake by the host.  Still it remains and while you are fortunate to have many, many great reviews, that make this review obviously stick out, most guests so not have that.  

 

Hi Linda,

You are right that I should probably mention the price change in the listing. I plan to do that since I think Airbnb is vague about that - guests have to put in the number of people to see the true price. I am used to that as a Veteran Airbnb person but many are not used to the system. I think Airbnb could make it more clear because yes sometimes you see a price of $60 or something but that is always the minimum (weekday, one guest, etc).

 

I'm sorry I don't understand your last sentence. Are you saying that most guests do not have a negative review?   Yeah I was upset about that review too - and very confused since we left that space pristine as we barely used it. 

@Melody22 To add to Lisa's good suggestion, you should also list a maximum number of guests."There is a $XX charge per night for each additional guest after 2 with a maximum of 6 total in the house."

I had a guest before that was all set to pay the additional and kept adding on additional guests on the day of check in. She didn't understand why should couldn't bring two air mattresses and have extra people in the living room if she was going to pay for them. This guest suggested that I put a maximum guest count on my listing so that other guests would be be confused ... ha! 

Melody22
Level 4
Louisville, KY

Thank you for your support. I will update you.  I just hope they do call!  Because I've read stories of people who had their account revoked without any communicaton.

 

And yes guests seem to not understand the concept of the pricing. But that is partly Airbnb's fault because when you put the number of guests in the price just changes; it doesn't really list the prices for a weekend vs. weekday or 2 vs 6 guests.  So when inexperienced guests see a price of $100 then they put the number of people and it jumps on them, they get annoyed. Some guests who have never done Airbnb before don't even put guests, and it defaults to one, so they send a request like that and then when I tell them to change to the correct number of guests, they see the price and then cancel the reservation.  Yes they should realize that 6 vs 2 people makes a difference on wear and tear, cleaning etc!  As if I would charge each person only $17 a night. I live in Nashville, so it's a popular city. 

Mark116
Level 10
Jersey City, NJ

Its sad that airbnb doesn't even bother to spend 5 minutes having someone review the listing to determine if cameras are or are not disclosed in the listing before they punish the host.  And then it will take hours of time for the host to get things back to normal and lucky to get an apology, let alone any money, coupons or anything tangible.

 

Alice595
Level 10
Concord, CA

@Melody22  I am sorry to hear that. I had experienced the same before. Whenever a guest complaint about security devices, Airbnb would put your listings on hold for them doing the investigation. Normally this will take about 4-7 days.

 

Airbnb is infamous for its ambiguity in various areas. Number of guests are just one of them. Among others are star ratings, cancellation policies, pricing structure etc. You may need to add a sentence in your listing that any guests over two are subject to additional charges and please select correct number of guests staying during booking.

 

I am a little puzzling about the review you mentioned. Did you see the review which was different from the published? Did you mean that the guest revised the original published review after you requested money for additional guest?

 

 

 

 

Was everything OK after the investigation and did Airbnb side with you?

 

I realize I was a little unclear about the review. I saw that she submitted a review and I have a feeling that it was favorable because we had exchanged friendly messages during her stay. I then sent the money request. When she paid the money I actually had full intentions of writing her a favorable review and not mentioning the guest situation but then I got the notice from Airbnb and knew that she had filed it. so I wrote  a review saying that she left the place clean beds explained the extra guest situation. I was then free to see her review which was negative. I then googled it and saw that you have 48 hrs. to edit your review. So I deduced that she amended it after getting the money request.

@Melody22  After a week, my listing was re-activated after the investigation. Don't worry about that as long as you don't have any security cameras in bedrooms and bathrooms and other private places.

 

It is supposed to be fine in common spaces like kitchen, living room which is not used for sleeping, front door, and back door.

 

@Alice595   Your listing should never have been de activated at all, though.  You should' be grateful to airbnb that stopped punishing you for something of which you were innocent after only a week, you should be outraged that you were guilty until proven innocent, even to having a punishment inflicted on you, that is sickening.  

@Mark116  What else can you do besides feeling angry ?  There are a lot of things out of our control daily. This is how life is :-). 

 

Airbnb does it because they try to avoid any potential lawsuit against them for things related to privacy and discrimination. Even though Airbnb cannot survive without our hosts, there are millions of hosts while there are only handful of companies like Airbnb which provide the platform. It is not equal between a host and Airbnb in any ways.

Hi Alice,

I'm still waiting still not re-activation. Did they send you a notice that it was re-activated, or did you just notice that it was?  So far when you click on my profile nothing shows up 😞  I'm hopeful it will be fixed by Mon (tomorrow).