Account Suspended

[Chantelle71]

I’ve been a Superhost for years, as well as a 5* guest. For reasons unknown, my account was suspended after ‘flagging’ a guest for hosting a party at my accommodation. I do have an outdoor Ring camera (above front door- facing stairway/ parking area)- so, I’m assuming this is the reason from reading experiences of other people being suspended. 

However, I have tried (with no success) to communicate with the specialized team as I didn’t even know if I was still hosting the upcoming reservations and if I still had my reservation as I’m currently traveling. They told me I should still have my travel reservation and my guests were ‘probably cancelled’.

Guests showed up to my house last night at midnight (with me having no way to communicate). And, when I arrived at my reservation, I was left with no key to get in as Airbnb contacted the host and told her my account had been suspended. 

This is a major safety concern- on both ends (as a traveler and host). I can not communicate and have no information about my current guests and I was left in a new city, as a female traveling solo on the doorstep in the cold with no accommodations. I’m very very upset about the protocols taken without access to be able to communicate with anybody that can actually tell me information or help.

Has anybody had success getting through to the specialized team? Can I expect my guests to continue to arrive? Are my upcoming personal traveling reservations cancelled? 

[Bhumika]

Hi @Chantelle71 !

I am so sorry to hear of the incidents that may have led to a frustrating experience as both a Host and a guest. I was quickly having a look at your profile to share your concern with the Support team and noticed that your listing is active. Did you have more than one listing?

I hope this issue has already been resolved for you since you posted! Please keep posted if otherwise, and we would love to help you here!🌻

[Chantelle71]

Hi Bhumika, 

Somebody from the specialized team did finally reach out. But, it did take a few days- I had guests come and go without being able to communicate. And, my personal travel reservation was cancelled before the restrictions were lifted. 

As somebody who felt they needed help to answer time-sensitive question- your team absolutely failed me. 

Please feel free to share my story with your team to help create a process where this terrible experience won’t be repeated.