Super Host

[José14]

I just lost my Super Host status and can't understand why.

The Airbnb email just says that I canceled a reservation but this is not true. I have never canceled any reservation. 

How can I talk to Airbnb about this ? 

[Dede0]

LIke you say, I don't see any indication in your listing that you've ever canceled. I suggest starting with AirBnB's Twitter account, @AirbnbHelp (they respond quite quickly and will, if necessary, escalate you to email or phone support. Don't send them a standard tweet, but send them what Twitter calls a Direct Message. No character-count limit and seem by them only.

That's really their preferred initial contact method.

As an alternative, you can also try this, although the exact sequence tends to vary depending on your country, etc:

Go to the Help Center and click on "Resolve Issue" at the bottom of the left side bar.

At the bottom of the page, click on the bar saying "My question is about something else".

"What is your question about" will pop up, Choose "Hosting".

"What can we help you with" will pop up, In the dropdown menu, choose "Account and Profile".

At the next dropdown menu, choose "Review".

At the bottom of the page, click on the "I still need help" button.

Choose an option in the next dropdown menu.

A message box will pop up and you can choose either live chat or email Airbnb. (Some users don't see the option to use email.)

[Brittany1]

I think something is going on with Superhost. A glitch or something. It looks like we lost ours too, which weve held for a year and def far exceed the requirements.

[Caroline53]

The exact same thing has happened to me! I have never cancelled a reservation with Airbnb, so really dont understand this.  Ive only received great reviews from guests, and have work really hard!

It would be really nice to know how or what they referring to.

[Brittany1]

@José14 @Caroline53

I spoke with Airbnb this morning and they did say there is was a technical issue and they are working to fix it. My own status was renewed when I woke up this morning. In the response email the agent I worked with said, "I am very sorry about the misinformed email that we sent out last night to several of superhosts." Hope that helps. Good luck!

[Dave-and-Deb0]

Hi @José14 and @Caroline53,

I have sent all the posts on the topic of hosts losing SH status for cancelling on a guest when they did not cancel to the folks @Airbnbhelp.  They did tell me that they would look into the cases of the posts I sent them so hopefully they will fix or escalate this to the right people for you.  

Below is the response I received from them:

"We'll look into these specific cases, many hosts were notified they had lost status due to the a cancellation but upon review it's evident they lost status was due to not meeting one of the other requirements.
+90% response rate +commitment (no cancellations)
+80% of reviews are 5 start ratings
+must complete 10 reservations in the last year.

If a host missed the SH qualifications, like response rate or reviews, their account will be under review for the SH status on July 1st. We hope this is clear and if you have any other quesitons, let us know. Here is the Superhost hotline number: 1-888-326-5753 Thank you for all your questions and support!

We also encourage you have any host contact us directly and we'll have specialist investigate the issue and follow up with them directly."

So, if this issue does not get corrected for you @José14 and @Caroline53, contact Airbnb.