AIRBNB SUPPORT HELPLESS UPON LISTING SUSPENSION

[Darrel141]

Hello fellow hosts, 

Just sharing an unfortunate situation that has happened, one of my listings has been suspended due to a guest making a complaint. We've had false reviews in the past that we were not able to get removed even after providing concrete evidence. The very first review was stating that our unit didn't match our listing photos and that we didn't leave enough towels/linens however even after documenting the photos of how the unit looks (clearly matching the listing photos) and showing proof that we did in fact leave extra towels linens (6 SETS TOWELS LINENS) mind you for a party of 2 guests, we were given 1 star and tried appealing it twice and even if the two agents we spoke to about the claim confirmed we were not in violation, the "supervisor" in charged denied our claim TWICE! As per airbnb policy you can only appeal to remove a review 2 times only. As a host this just didn't seem fair and I was told that because of our previous 5-star reviews that it shouldn't be an issue going on forth and just to accept the bad review which brought our overall rating down. Fast forward to the most recent complaint which caused our suspension now a guest has sent photos claiming that our dining chair was stained (photos provided showed 0 STAINS) and there was a tiny drop "stain" on the blanket (which we believe was planted) even after we sent photos showing how the unit was cleaned/prepared they refunded the guest without even confirming with me or double checking for more documentation. I didn't bother to appeal this because within 1 hour of this scenario we received a new booking. Today I tried to call and see if we can have the suspension lifted since there is a new guest in our unit who has 0 complaints but was told due to "airbnb policy" there is no solution to getting the suspension lifted even knowing there's already a new guest in the unit since the last complaint. It just doesn't make sense that we are losing 5 days of potential payouts, after false reviews and can't even win because of their "policy".

[Paul12630]

Im dealing with something similar where a guest smoked weed in my unit, I asked if they did, they denied it, and then left a 1-star review. I asked Airbnb to take it down because it falls under the retaliatory section ("For example, guests should not write biased or inauthentic reviews as a form of retaliation against a host who enforces a policy or rule.") but they said no. Support has been utter useless.

This guest swore and threatened me and my wife in the messages. Airbnb says I can just leave a public comment to the review but I'm scared to because they live within driving distance and my Airbnb is the first floor of where I live so these people have my address.

Im ready to call it quits with Airbnb and switch to VRBO or just stop hosting completely. Airbnb always sides with the guests, never takes care of the hosts.

[Darrel141]

Wow, sorry to hear that. Yeah it's honestly disappointing that they are operating in this manner. Our business revolves around  reviews and we end up dealing with bs at the end. Definitely agree with you on the last part. 

[Shelley159]

Hi @Darrel141 

I'm not sure how many listings you usually have, but your "Chic apartment" listing is active and bookable now.

[Darrel141]

Hey Shelley, and I have two units unfortunately my second is still suspended until October 29th supposedly. But not sure if it will even be listed on that day depending what airbnb will do or say. Point is we are still losing money and it doesn't make sense as I stated that I had a tenant in the unit and the suspension happened for a complaint that happened before the most recent tenant for that unit. 

[Joan2709]

@Darrel141 

This issue stems from Airbnb’s implementation of a poorly developed AI system to handle review disputes, introduced earlier this year. Despite numerous documented cases where the system violates Airbnb’s own written policies, the company has failed to take corrective action. The resulting harm to Hosts is significant and cannot be overstated.

The latest suggestion is to submit your review removal request only once through the automated system. Then if denied, contact Airbnb CS to escalate instead of submitting again a second time in the automated system.

I recommend that Hosts:

1. Turn off Instant Book and screen their guests thoroughly
2. List on other platforms 
3. Consider a direct booking site
4. File an Arbitration claim against Airbnb under their Terms of Service for not upholding their own written policies
5. Continue to escalate the case with Airbnb for removal

Arbitration Claim (U.S. Hosts)

https://www.airbnb.com/help/article/2908#22

To be fair, some negative reviews are deserved and should not be removed. However, the vast majority I am seeing posted about in the CC are clearly retaliatory reviews by guests that should be removed in accordance with existing Airbnb written policies.