Airbnb support very bad

[Pier-Paolo19]

The guests stole all kitchenware and vandalized my place , yet airbnb suspended me without an notification. After 12 days since I did open a claim they are not coming back with anything. My taken is that obviously airbnb. Is here to make money and as soon as an issue arise they pull out claming not to be liable neither responsible for losses or damages . They are very good to take their commissions

[Marie8425]

@Pier-Paolo19 

I think your Overall Host Raring being below the Airbnb 4.5 mark is the reason the listing was removed.

[Pier-Paolo19]

I think when people do not know they shall keep quiete ! This apply to you , just keep quite . Tks

[Lorina14]

@Pier-Paolo19 

@Marie8425 Has been a host for a while and is very active on these boards helping a lot of users. You risk getting delisted if you fall below a 4.6 average rating. This may also have contributed to the delisting. Airbnb should have however emailed you to let you know why your listing was delisted.

[Marie8425]

@Pier-Paolo19 

Airbnb does not suspend a property listing because of an insurance claim.

Winning or losing an Aircover Claim will not effect your ability to list a property.

Your Overall Rating can effect your property listing ability.

Two separate issues not related in any way.

[Lorina14]

@Pier-Paolo19 

I’m so sorry about all the stress of someone taking your kitchenwares then your listing getting suspended. Did you ask the guests about the kitchenware (what did they take?) first or file a claim immediately? Many hosts recommend taking a time stamped video walk through the space before and after a stay to document in case something like this shows up.

This is what I am guessing happened. You messaged the guests, they got upset or defensive and/or completely denied taking the kitchenware. So in retaliation, they “reported” you to Airbnb for a security issue (locks not working, security cameras not present, feeling like you were invading their privacy) and when something like this shows up, unfortunately all of your listings get suspended while they “investigate”. This investigation takes days to weeks or in some really bad cases months as the security team analyzes the messaging between the host/guest, you submit documentation (photos, videos (send a link via email to a cloud based video per one host), paperwork if you had to prove you hired a specialist to “fix or address” the issue (plumbing, water, etc) and the specialist team only communicates via email, during business days only, and takes days to respond.

I would keep calling your local Airbnb customer support number to follow up on the status with your case number so it shows you were diligent with following through on required documentation. It’s a frustrating process but it’s seen a lot on these community center threads; document all dates, times, customer service agents names, when you called and what they said they would do.. 

In the future, take pictures, document your issues but don’t file a claim until the guest reviews you or just before the 14 day cutoff for reviews.

I can flag a community manager here (they moderate the boards but are not directly Airbnb support) and see if they can send your message to the right team for more support. @Bhumika @Rebecca @Quincy could you kindly assist Pier Paolo with his issue?

[Pier-Paolo19]

Hello guys , I did everything according to the books , my post is a statement about airbnb customer care, which is very poor and unprofessional.  I have invested money , time , resources in my properties as well as , contribute airbnb to become a leader in the industry. My taken is that the moment I had an issue because of some guests misbehave , I got damped by airbnb . Good stuff

[Lorina14]

@Pier-Paolo19 

The communtiy center is a place for hosts and guests, a place to offer insight, guidance, support and personal experience with policies, bad experiences, good experiences and more. I did not say you were not doing things by the books, my comment above was based on being active on the community boards and reading similar stories about unfair policies, guests or hosts being untruthful, how Airbnb works and workarounds that helped others similar in your situation. I was not defending them in anyway, I am an host like you, and do not work for them.

Yes, they can do a lot to improve their handling of issues. You can submit feedback via their feedback button but unless a critical threshold hits of similar complaints I’m guessing things get sorted into priority by some team in Airbnb and we can only guess what happens then.

As hosts we all try our best to provide a great experience and it is disheartening when we feel that we are not treated in a professional or fair way. I only gave suggestions as to potentially why you may have gotten suspended per countless other threads I’ve read.

We are all here to learn, grow and hopefully support one another. I’ve gotten some great insights being active on the boards as well as becoming knowledgeable to prevent issues or how to work through them if I ever find myself in another situation. I apologize if you did not find my comments helpful for your situation.