Can’t Trust the Trust & Safety Team

[Jeremy193]

Since our community is based on trust and transparency, the really needs to be a more fair and transparent way to deal with internal safety team.

Four years of being a super host and I guess count exceeding 4000 people and the only issues I’ve ever had are with this covert team of rogue sadists.

 **[Private conversation removed in line with the Community Center Guidelines]

Seriously, you guys can do better than this. I’ll have in excess of $150k in bookings this year with amazing reviews and this is strategy for retaining good hosts? I would actually love to be part of the solution and addressing this.

Please let me know if I can help... Send me I’m not kicked off for doing something wrong that nobody knows what it is.

[Laura6091]

i made a new listing. I think the safety team is ignoring me.

[Paula]

Hello @Laura6091 and Welcome to our Community Center.

Just wanted to check in and clarify - is your listing still suspended? If it is, I can pass on your situation to the appropriate team.

Paula

[Laura6091]

Yes, it is still suspended. The safety team is ignoring me no matter how hard I try to get in touch.  I had a guest submit a safety concern over 2 weeks after checkout and I've sent the documentation over and have not received a response in over 72 hours. I have called multiple times and have been told my case "will be escalated" or my case "is low priority" or I "will get a new agent" and none of these things have happened.

[Casa927]

Please help me!

My situation is still not solved:

======

I have the same issue right now. They sended me today an email that there was a safety issue with one reservation (reservation and guest name NOT mentioned). And because of that they suspended ALL my 6 listings, without any explanation or proof. I have responded immediately on their email, no response until now. I have called Airbnb general line 8 times, No support at all. Just saying please be patient someone will contact you. Now 12 hours further an nobody is contacting me. I'm a host for 8 years and I never had this situation. Also, none of my recent guest contacted me about an issue or wrote a negative review, Nothing! Now out of nowhere Airbnb suspend all my listings with one click without contacting me. This is insane! Please someone here take a look at my account because this Safety team is not responding and the general line cannot do anything.

[Linda-And-Bill2]

They don’t care

[Andrea5557]

That’s legit just happened to me

[Casa927]

I have the same issue right now. They sended me today an email that there was a safety issue with one reservation (reservation and guest name NOT mentioned). And because of that they suspended ALL my 6 listings, without any explanation or proof. I have responded immediately on their email, no response until now. I have called Airbnb general line 8 times, No support at all. Just saying please be patient someone will contact you. Now 12 hours further an nobody is contacting me. I'm a host for 8 years and I never had this situation. Also, none of my recent guest contacted me about an issue or wrote a negative review, Nothing! Now out of nowhere Airbnb suspend all my listings with one click without contacting me. This is insane! Please someone here take a look at my account because this Safety team is not responding and the general line cannot do anything.

[Paula]

Hello @Casa927  I am sorry to hear about this situation. Although our Community Center is not an official branch of the Customer Support Team, I will forward your case to the team that can help.

Hopefully, they will reach out to you soon.

Regards,

Paula

[Casa927]

Thanks a lot! I have called the general line now many times but no support is coming from their side. 

[Chris20069]

We are having a very similar situation.  One of our guests threw a party and disrupted the neighbours.  The neighbour complained to airbnb, now all three of our properties have been suspended pending investigation. It has already been a week and we still haven't heard back from them.

We don't see that we have done anything wrong. We have NO PARTIES in our house rules and will not allow parties if guests request it.  We had no idea about this Community Disturbance Rule.  We didn't even get a warning before they suspended all listings. This has really hurt us financially and we are now in a position of not being able to pay the mortgage. We can't even cancel our existing guests and rent the property without airbnb penalising us further.

 I was under the belief that AIRBNB would support the host and penalise the guest offender.  NOT so, they financially bankrupt the host and do nothing to the guest. So much for a trusting business relationship with AIRBNB.  We now want to sever the business relationship and move on without AIRBNB. We can't even do that because the Safety Team won't even get back to us. If we try to contact other people from the support team they just close the case and say the safety team will get back to us.....

Talk about a living nightmare!  If we had any idea that AIRBNB would do this to us, we would never have signed up with them.

[Sonia1942]

I couldn't agree more with this. It's a rogue group of sadists. Page one of the terms of service says that Airbnb is not a party to the agreement between guests and hosts...yet blantantly interferes with that relationship repeatedly. Just filed arbitration under commercial rules, which gives us the ability to compel discovery. Going to hammer them with as many production of document requests as possible. Need to bring these cruel humans out of the shadows. 

[Helen427]

@Jeremy193 @Sonia1942 @Melissa2707 @Chris20069 and others, how interesting how downhill with understanding Rule of Law and Policy the Trust & Safety Team have gone since Nick Shapiro left Airbnb who at least understood Rule of Law.

Guess we can't expect much else however when Uncle Sam's Club and those without appropriate understanding of Laws have taken over Leadership

[Chris20069]

They have absolutely no respect for hosts. Talk about biting the hand that feeds you. We no longer deal with air bnb. They have no integrity.