Listing suspended over false accusation

[Mirko116]

Hi fellow hosts. I'd like to share my experience with other hosts and Superhosts. I had my listing suspended for 10 days over a false claim from one of our guests. They accused me of having security cameras and recording devices inside my apartment when, in fact, it's clearly stated in my listing that we have security cameras outside the house, and an Echo Dot for our guests' convenience to turn ON/OFF lights, adjust the temperature, etc. This has always been stated in the "House Manual" and "Things Guest Should Know" sections of my listing.
I tried to get in touch with Airbnb since the first day, almost every day, and was never able to talk to the agent assigned to my case. When I finally spoke with the (second) agent handling my case, after 10 days, telling him that Airbnb should have contacted me and talk to me first, before suspending my listing, he said that that is the Airbnb policy when they receive a claim of privacy violations. My listing wasn't visible for 10 days, and I lost bookings and earnings because of this. I, very highly, suggest Airbnb to change this policy and try to get in touch with the host, before suspending their listings for claims/accusations from a guest. We, hosts and Superhosts, are giving work and money to Airbnb every week, and we should get a "preferred line of communication" and respect, compared to an occasional guest who decides to accuse an honest host!

[Mike-And-Jane0]

@Mirko116 I couldn't agree with you more. The concept of guilty until proven innocent is not quite how most jurisdictions work. Perhaps cost yourself lucky that they have allowed your listing again as proving you don't have something (internal cameras) is really quite difficult.

[Dave52]

@Mirko116   Agree 100%, a separate line to call for hosts and especially superhosts is a great idea.  Customer support has improved recently but could still be better, and especially having a separate group to work with directly, who can understand and deal with the kinds of special cases like your issue.  Working with a person (not an algorithm) who can use more discretion depending on the situation would be a valuable improvement.  Loyalty and trust is a two way street right?  We are loyal to airbnb, they should be loyal and trusting to us.  

[Elaine701]

@Dave52 

Uhhh... Customer support has been in decline since at least last year. It's not getting better.

Superhost status and doesn't facilitate any greater attention other than a single line in the automated response, "thank you for being a superhost". That might make you feel better, but it carries no special status. 

In terms of loyalty and trust, at Airbnb (and everywhere else) it's definitely a one way street.

How long have you been hosting? You should know better by now. Really. D9nt be naive. 

[Dave52]

@Elaine701   I've been hosting almost 5 years.  But I got on this cc only about a year ago when things slowed down due to covid.

Perhaps you misunderstand my post, I said loyalty and trust should be a two way street.  Of course there is always room for improvement.

A year ago and through most of the summer, wait times were "about an hour", or longer, when airbnb was slammed by the world-wide covid situation.  

Now hold times are "about 5 minutes".  Sometimes only a minute.  Yes I call this "getting better".  I'm calling from the US to a US number, I cannot comment about hold times around the world, perhaps it is much longer?

The assistance is pretty good, but it falls short in one-off situations like the one @Mirko116 describes, when discretion is needed.  This is why IMO airbnb needs a different contact number for hosts and superhosts and the reason for my post.

[John5314]

I agree. I am a brand new host and would appreciate cvommunication from air bnb on any problems prior to any actions.