6-year Superhost property manager with 20+ listings, 4.8 average, 1,200+ reviews suspended with zero notice

[Niko1014]

I’ve been reading the various horror stories of hosts and Superhosts being suspended with zero notice based on false reviews or complaints by vindictive guests, and I have one more to share. Full disclosure, I’m not the Superhost (our amazing property manager is), but I am the owner of one of the properties in the portfolio of 20+ mostly high-end properties, with an average of 4.8 stars (ours is 4.93) and over 1,200 total reviews over the past 6+ years. 48 hours ago, despite a near-perfect record, every one of the 20+ properties (including ours) got suspended with no notice, and no explanation. Our property manager is trying to revolve the issue, but has no details on what the issue is, nor any idea which property it even is. It is completely insane that Airbnb could, without notice, suspend an account with this many properties and such a long history without providing any information. If there is an issue with an individual property, maybe suspend that listing (but please provide details). But to suspend all 20+ listings? Think about the sheer number of people this impacts, none of whom is at fault. Our property did $150k gross last year, if we assume each property is similar, that is $3m of income for at least 20 people, gone, not to mention a risk to the livelihoods of the staff that our property manager employs. These arbitrary and capricious Airbnb policies have to change, this is no way to run a business. I understand the desire to be customer-centric, but you can’t screw over your entire supply (the hosts) without due process and evidence - whatever happened to innocent until proven guilty? Absolutely crazy. 

[Helen3]

Terrible @Niko1014 unfortunately Airbnb has had this policy of suspending hosts  without notification on the say so of a guest -  without notifying hosts or seeing if there is any truth to the guest's allegations. 

But really your property manager should have set up your STR business under the hosts name for their listing  and be added as the cohost.

this would have protected your listings from being affected and is much better for you as you can then take back control of your business if you decide to change management arrangements. 

I'm sure your property manager will be able to identify the listing involved that they've had decent guest issues with .

[Niko1014]

This is very, very helpful, thank you. I did not know about the co-host arrangement until now, and based on my research, I think it is not too late to set this up. I can be added as co-host, and at any time if we do change management arrangements, my property manager can transfer primary host status to me. 

Thanks for the insight! 

[Bob297]

@Niko1014 

Regrettably, if you were not initially registered as a host, you cannot assume that role, even if you are the owner of the property. You will need to establish this arrangement from scratch.
Over the years, I have encountered only one exception to this rule, and it required a considerable amount of effort. In that case, a husband served as the host while his wife acted as the cohost, and Airbnb eventually permitted the wife to transition into the role of the host after her husband died.

[Niko1014]

Thanks Bob. I got some mixed messages on this in my initial research, but I believe you are indeed correct. I’m reaching out to Airbnb support, but am not optimistic they’ll make an exception. 

[Lorna170]

@Niko1014   YOU need to be the HOST and your property manager the Co-Host.  Otherwise, you will still have a problem when a listing that is under his management causes AirBnB to suspend his hosting activity.  If he is the Co-host, then your property will NOT be suspended.

[Niko1014]

Thanks Lorna, yes, I’m learning this the hard way. I should’ve set up myself as host originally, but as Bob noted, apparently it is too late now. I am reaching out to Airbnb but don’t have particularly high hopes that they’ll do anything. 

[Mike-And-Jane0]

@Niko1014 Has the host reported a party recently? Bizarrely this will get him suspended! I assume, as a professional, he has you listed on different platforms. If not then perhaps its time he did.

[Niko1014]

I don't know if anyone (host or neighbors) has reported a party, but yes, I am aware of this very odd Airbnb T&C quirk. Punished for "doing the right thing" seems counter-productive.