Trust & Safety specialist at Airbnb suspended in error my account and re-activated.

[Andrea617]

Hello Group

By mistake Airbnb suspended  my accont and then re-activated again, when i login i find out my 3 x Booking have been cansel by Airbnb, and the rigth and call more the 3 time to call center and not get any respond about damage?  any advise from some host? how i get compencion of damage.

Below answer from Airbnb:

My name is Frank and I'm a Trust & Safety specialist at Airbnb. After taking a closer look, it appears your account was suspended in error. I've gone ahead and re-activated it for you. Everything should be back in working order.

What happens if my guest cancels? Our Airbnb?

If your guest cancels their reservation, we’ll notify you and automatically unblock the dates on your calendar so that you can host other guests.

Cancellation payouts

After the guest cancels, any payout you’re owed will be released to you. If you’ve hosted before, the payout will be released upon cancellation. If you’ve never hosted before and this is one of your first reservations, we may hold the payout for release until 30 days after the reservation was confirmed. Read more about payouts

If the reservation status hasn’t changed to Canceled in Your Reservations, it's still considered active, and will appear on your calendar.

Can Airbnb deactivate my account?

Airbnb may limit, suspend, or deactivate your account, as outlined in our Terms of Service.

Your account may be temporarily deactivated due to your response rate or acceptance rate.To reactivate your account in this case, please follow the steps in the email you received.

Your account may be deactivated during a review of Airbnb accounts. Reviews are part of an effort to foster a trustworthy community and uphold the Terms of Service.

[Alice-and-Jeff0]

@Andrea617 - this does indeed look poorly on Airbnb but I don't see any cancellations on your behalf.  Are you saying that guests cancelled? 

[Andrea617]

What i say airbnb cansel all 3 x booking and are not replay have call them 3 time send more then 6 mail and nobody are responsible about my lost.

The make ping pong and have not clear answer.

What soluction to this go to consumer department adresse situaction?

Andrea

[Eduardo128]

Hi @Andrea617, in a not quite related subject, I received an email message from an airbnb Trust & Safety specialist asking me to send some photos and videos to them. The problem is that they didn't send any links or email addresses I could use to contact them. How did you manage to contact your airbnb Trust & Safety specialist? Gracias!

[John5493]

AirBnB suspended all my listings without communication or reason. I noticed it on June 27th, 2021 and called Support on June 28th and spoke to Gabriela who said she needed to investigate and would call me back. She didn't. Instead, I got this message:

**

At 4:45 the same day after I queried again: " No one has reached out and listings are all

suspended"

On June 29th I called again, spoke to Heide who said she would call me back but didn't. Then I called and spoke to Maria and she placed me on hold while she escalated the issue but I was cut off. I recalled and reached Dominica who said she would have "higher-ups" call me back" They haven't as of now June 30th,2021 at 7:20 CDT USA.

This is a mess. I have a guest -Vince- who wants to extend another 3 months and I cannot submit a Change Order.  Not to mention, with my listing Suspended, I can't get bookings from medical rotations that are active in June/July.  This insane.

All I can hope is this forum is followed properly by a Trust and Safety Specialist with AirBnB who can intercede and resolve as Frank did in 2017.

**[Conversation with CS removed in line with Community Center Guidelines]

[Sarah977]

@John5493  It seems that Airbnb never calls back. Phoning is the worst way to deal with them. Try them on their messaging option, or on their Twitter account.

At least then tnere is a written record of the communications so they can't claim they said or did something they didn't. Screenshot the messages as soon as you send or receive them in case they disappear.

If it's any consolation, there are posts here daily fromhosts who have found their account suspended with no explanation. It's quite outrageous.

[John5493]

I always write my 'posts' in a timestamped document and then paste them in my correspondence so I have my own trail if AirBnB drops a conversation. It's standard biz practice I have honed the moment the digital world raised its head in the late 80's

On a separate note, I have never had problems reaching AirBnB via phone and up until the Covid Interlude, they were very responsive.  Even recently, an issue was resolved in a timely fashion. It seems that when things get escalated to a Trust and Safety Specialist, things get murky and slow.  On my current issue, again I reached CS today without a problem and they even revealed the Case number that had been assigned to the Specialist. But I am still awaiting the Specialist callback on the Suspended issue. WKYPosted.

[Mike-And-Jane0]

@John5493 Re your guest who wants to extend. You could, legitimately, allow his stay to finish and then just agree a contract between you for a new 3 month stay. As far as I am aware Airbnb do not own the relationship once a guest has finished their Airbnb booked stay.

[John5493]

Although I prefer to use the Host system in this case, I will sidestep it if necessary.  It is insane how AirBnB fails at Customer Service, especially since the Covid Interlude.  They've gone public at $68 a share with an overall value of $47 Billion but apparently haven't figured out how to use funds to improve customer service,  train staff, or make the necessary operational changes to address issues.  Like so many tech companies, they are enamored with algorithms at the expense of direct contact with those who provide their product.