Trust and safety email

David1133
Level 2
Portland, OR

Trust and safety email

I've been hosting for a year and always have great guests. We rent our upstairs bedrooms and are always at our home when guests stay with us. I just had an unexplained cancellation24 hours prior to arrival. 

I contacted my guest via text message and he did not know why his account was cancelled. I did notice that he had just signed up and I was his first booking. How can I find out what the issue was and if I did anything wrong. This is not the first guest that I've exchanged phone numbers and contacted outside the app. Is there a phone number to call? Reply to the email has not been received. I removed my guest name from the email for privacy. Naturally this has spooked us from hosting this time. 

 

Hi David,

I hope this message finds you well. Thank you for your reviews as a warm and accommodating host!

My name is Dale, and I'm a Trust and Safety specialist at Airbnb. I wanted to notify you that reservation HMFF3N29SZ with Guest Name has been canceled in our system. This reservation was set to start on March 17th.

Unfortunately, we've received quality assurance information regarding this guest and we're no longer able to support them as a member of our Airbnb community. Your calendar should now be open for the affected dates.

I've also reached out to Guest Name to let them know this is no longer an active reservation. We've refunded them in full and they are aware that we've let you know about this cancellation.

Please know that Airbnb would never attempt to act in a manner that would compromise you as a host, and situations like these are very rare. We truly apologize for any inconvenience this may have caused. If you have any questions or concerns, please let me know. We're here to help!

Best regards,

Dale

 

 

 

13 Replies 13
Fred13
Level 10
Placencia, Belize

I really would give Airbnb the benefit of the doubt on this one, for is very pro-active on their part, and certainly not even consider you did something wrong. Be most interesting to find out however, what this was all about, that's for sure.

It would be ideal to provide a phone number for follow up with Dale concerning guest account cancellation.

Clara116
Level 10
Pensacola, FL

@David1133 Like Fred I would never even consider that YOU did something wrong........curious what the guest did or couldn't do for Airbnb????? ........ I surely would NEVER give my email.  The phone number only if the guest was known to me or standing right here and in our cottage.....YOU always want to do communication through the Airbnb app. There are some strange OOOOO's out there and looks like Airbnb kept one from YOU.....good stuff                              Happy hosting, clara

Helga0
Level 10
Quimper, France

@David1133, I contacted airbnb a few times over the years regarding suspicious requests and they took down a few guest profiles after that. Maybe two self proclaimed journalists with a fake information request, a booking request or two and one instant booking.

For the bookings, I was convinced in all cases, that I dodget a bullet on them. 

One of them had called me to tell me a sob story - airbnb had the story on file already a few times. 

I believe loosing the rent was cheaper than what would have broken in on you. Don’t exchange your real contact info with the guest and avoid hosting him.

We are pretty new to airbnb and this just happened to us today with the same email.  Our guest was suppose to check in today and had 2 good reviews.  This was a quick booking so I assumed the guest didn't have a vaild credit card.  Maybe it was something more but I guess we will never know.

Holly199
Level 1
Fishers, IN

So I am new to Airbnb.  We got our first booking followed by our first cancellation by Airbnb for "quality assurance information" reasons.  Of course I am glad Airbnb prevented a potentially bad experience.

1) I wonder if I was targeted because i am new and they thought me naive.

2) Food for thought - when a rental is confirmed/accepted, doesn't the renter get your confidential home instructions... Which can include home codes, WiFi password etc.... Perhaps best to leave that stuff off until the last minute.

John1865
Level 2
Austin, TX

Thank you for letting me chime in on this thread here. I'm hoping Dale from Trust and Safety department who wrote above will respond to this message. 

 

My my name is Jon [Surname hidden] and have been a host for many years with 150+ reviews, often times a recognized super host. Last week my account was suspended/deactivated as a result of a false background check in which it reported I was a felon in New Mexico. I am following up with the third party company as to how this mistaken report was generated and provided to Airbnb as I have no criminal record and live in Texas. I have been assured by the third party company that the background check will be corrected and reissued to Airbnb. In the meantime, I cannot communicate with the Trust and Safety department to learn how they handle situations such as these. My fear is that once the correct background report is sent it may be missed etc resulting in no action from the Trust and Safety department. Dale, can you please advise on what to expect?!? 

 

@John1865, how do you know that this was the reason that your account was deactivated? Did Airbnb give you this reason? 

 

Also, you will not have any success trying to communicate with anyone from Airbnb on this forum. In David's message above he was quoting an email from Dale. There is no Dale here. Best to try to reach out through twitter or facebook.

@Emilia42 thank you for responding. Yes, unfortunately I am correct about why my listing was removed/account suspended. I have correspondence via email from Airbnb explaining that the background check with the criminal record that they received was why my account was suspended. That said, within the email there were links and contacts to the third party company to utilize to dispute the background check. Naturally I did and have already received an updated and accurate background check that pertains to my identity. This new background check is also supposed to be sent to Airbnb to correct the error. Again, my concern is that if my account has been deactivated/suspended of what Importance will this accurate background check be to Airbnb if they have no one to match it to? What is the best channel to utilize besides the super host number as they are unable to help being that they are not in the Trust and Safety department? I will try your suggestion with Facebook and Twitter and update. Ultimately, the bigger question is what type of quality background check is Airbnb receiving/purchasing from this or other companies that conduct the checks? This was WILDY inaccurate. What about your next guest? What about the next host you stay with? Very very concerning implications here.

 

 

Hi I am a super host twice.

 

I had a situation yesterday. I had a booking for one night in my apartment for two guests and i found something really strange happening. But in order to respect the guests i didn’t go and personally checked. They were playing loud music throughout the night and we did not have a good night sleep also. Fire alarm went off twice and i felt some strange smell coming from the apartment. They were supposed to checkout at 11 am the next day and i went downstairs to see. I found five black guys and a white girl and a brown guy were in the apartment and white girl and white guy having sex on the living room floor girl about 14 years i guess on top of my sofa cushions. Then i found used  condoms on the floor and entire apartment was in a total mess. I asked them to leave but they were not willing to leave and i had to call police. One guy pushed me and brown guy kept shouting at me. But the booking was done buy a lady called Hiba but she wasn’t there at all. I guess they ran some kind of prostitution business that night and they sold that white girl to those five guys. It was planned business and it was organized by Hiba and the brown guy. His name was Mossa. I have his phone number if you would want.

I called airbnb asking for compensation for the damages to my apartment, stress we had to go through and my neighbors were watching why police came to our house.

 But airbnb has not done anything so far and there is no contact number or department to reach out to. They say once a case manager is assigned they will contact. When would be the case manager contact us?  My apartment is stinking and we have to get some professional cleaning services to clean the apartment as it not good to clean by ourselves.

I need help please.

Emiel1
Level 10
Leeuwarden, The Netherlands

@Sandy330,

At least you should report the guests's profile (via txtlink on the profile) to Airbnb and write offcourse a negative review. Those people should not be able to book again on the platfrom. A situation like this is extreme, but you, as a host, will now have to deal with it. So claim the damages at airbnb, following their procedures,  and start to make the appartment ready for the next guests. Do not expect more help from Airbnb then valuating the damages and hopefully removing the guest's account.

Sorry to read you have this bad experience,

Best regards,

Emiel

Hi any idea who are these people at Trust and Safety?  Since this happened on sunday i have tried to contact them but no contact centre of email address. I called Airbnb Customer service but they dont know who they are, Is this team ligit?   

And also Customer service agent cancelled this particular booking and i have no idea why he did it. Aents name is Rocky.