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.

[Alice595]

@Melody22  I received email after Airbnb re-activated my listings. I checked when I did a search on Airbnb site and they appeared. It was about a week.

[Sean433]

The sad part is that an evil guest who just wants to make your life miserable can easily screw you over by falsely reporting that you have a camera inside. All it would take is for them to bring a webcam or Photoshop it in a picture in your place and that may be enough to get delisted.

I'm sure this happens many times and why I try not to make a fuss over 1 extra guest unless its a house party in which case I tell the guest that the neighbours told me there is a party and showed me pictures of multiple cars or guests coming in. I can't get in trouble for that since the word "camera" is never used and won't give them any ideas.

it is for these reasons that sometimes, you have to let things go. It does not make what they are doing right but you have to weigh the risks when confronting guests. It is very unfortunate

[Emilia42]

@Sean433 This is true even if you don't have cameras! My listings are attached to my home so I can clearly tell if the guests are there by seeing what lights are on or what random car is parked in my lot. But I still feel like I have to send guests ambiguous messages so they don't get the sense that I am watching them.

[Melody22]

You are totally correct and I should have let it go;  I was just getting tired of "letting go" after it happening multiple times. Of course the one time I decided to do something like this happens 😕

[G-C-R-M0]

@Melody22 I think you're just too hard on yourself. If it were me, it depends on how many extra people. One time I had almost double the number of people that were booked (7 vs 12). Would you not confront the guest at that point? 
I would.. and not just because of lost income, but also due to principal. As a host, we try to act with integrity, we work hard prepping the place so our guests can enjoy it. Why do I expect less from our guests? We shouldn't.

[Kath9]

@Melody22, oh dear, that's awful. It's no wonder you're upset. Please do let us know the outcome - I really, really hope that Airbnb takes your side in this (I mean, they should, but we all know how guestcentric they can be). By the way, I thought your response to the review was perfect.

[Zappa0]

Airbnb hides the extra person fees...they need to be up front.

[Melody22]

agreed. 

[Melody22]

So an update - the case manager did call me. It was a frustrating conversation. Just a very repetitive "we have to conduct an investigation and will get back to you as soon as possible." I explained the story.  They said they needed to hear from both sides, which was weird because I thought since the guest filed the report they had already told their side? Anyway it turns out that she said I had more devices on the property than I actually do; I told the case manager that was an outright lie. Anyway, after the conversation I got a follow-up email saying they will contact me as soon as they can with the "results" of the investigation. 

I will let you guys know. Thanks for all of your support. 

[Mark116]

@Melody22   Did they at least agree and acknowledge that you have your cameras disclosed on the listing?  Airbnb is the poster child for 'no one ever wants to make a decision' and so the CS stall as much as possible, asking for additional info. etc. so that in the end they don't have to do anything.

Depending on how long it takes, you could consider sending a threatening letter to the guest indicating you will take her to small claims court for the malicious and false report and associated lost expenses, it probably wouldn't be worth going through with it, but it might make her think twice about her viciousness.

[Sean433]

@Melody22 

If you take this approach, you can send them an email via their profile. That would be the best way to do it as opposed to sending them a message through the app however not sure if this is the best option either. It is a gamble because either the guest continues with their lies and it delists you or you mention you will sue them for defamation and damages and they backtrack and tell the case manager it was a misunderstanding. However, i really don't think they will backtrack when the case manager calls them because once you proceed with a serious lie, people often don't backtrack because they don't want their account delisted as a guest. With the threat of a law suit, they may just come to their senses and stop this nonsense.

If you know any paralegals or lawyers in the family, I would have them draft an email. The more legal it sounds, the more they know that you are not to be messed around with.

[G-C-R-M0]

Not to mention defamation and libel. This is a small business, and if someone writes that false review full of lies, it's really libel and defamation against you and the business you put so much effort, thoughts, sweat and tear into.

[Melody22]

In order to accept  the reservation you have to read that there are cameras. Kind of like in the past when I’ve had to acknowledge things like “must climb stairs” etc. So even if you skimmed the listing which a lot of people unfortunately do, it would be hard to miss that.

[Sean433]

@Melody22 

I wish there was a way you can tell the guest that if they decide to proceed with their lie about your listing just to get you into trouble, that they would legally be on the hook for any damages you sustain. In this case, you would add up the value of all the future reservations you have upcoming and state that you will take legal action to recuperate the value of said damages including the fee to cover your legal fees (lawyer, court fees, travel, etc). If you do this, make sure you actually add up the value and put that value in the email to make them realize the potential consequences of their lie.

As a guest, If I was so devious to do this to a host, I would instantly backtrack and not proceed with any more lies to airbnb because I would realize the legal implications for me and also realize it just isn't worth it to get back at a host just because they caught me in breaking a house rule.

Unfortunately, I am not sure how such a statement to the guest would be taken by airbnb but it is something I would consider because the fact is, this guest can easily frame you but falsifying photos of cameras in your home. If they are already demonstrating that they are lying about your listing having interior cameras, I wouldn't be surprised if they took it a step further and falsified images.

I  hope this works out for you. I can tell you I have had false accusations before to by some very vengeful people and it can really make you lose hope in humanity but you also have to protect yourself.

[Kelly149]

@Melody22 That guest review strikes me as plenty reason to Report and Remove this guest from the platform. Any guest that in this day and age thinks there won't be a doorbell camera in any hotel or STR is utterly delusional.

Good luck to her getting any Host to accept her going forward

But, if she asks, I bet ABB will remove your review of her bc you mention that she reported you to ABB. Please do update and I'm sorry you got a bummer guest.

"I'm sorry you feel that it's vindictive. I have not problem paying the extra cost, I do have a problem being actively monitored in a situation where I feel there is a reasonable expectation of privacy. We were all women traveling, you could have easily waiting until we were not there and robbed us or waiting until one of us were alone and done something even worse. It really isn't about your actions at all and I'm sorry your account was suspended, I just wanted to make sure that airbnb was aware that active monitoring is really upsetting and violating. I want them to ensure that it doesn't happen again without consent. It's about the bigger issue rather than your specific behaviors (because obviously, you didn't abuse it)"