Further comments on your review of our superhost status

[Andrew1879]

Once again we have been penalized for a mistake made on our site.  I have already complained about your response to a necessary cancellation made by a guest not by ourselves because you allowed a one night booking when our policy is for a minimum of 3 nights.  The review you did asserted that I allowed the booking, when I never did.  Further you asserted that you could not alter the 3 night minimum policy, but it was clearly done by someone else, even though you insisted I had done it.  I restated this formally in a complaint to yourselves, but received no reply.  Then you clawed back the fee that had been paid to us; charged us a penalty fee of £38; and now have penalized us further by removing our superhost status.  We think that this is going one step too far, an excessive penalty for something entirely beyond our control.  I should like a reply and further would expect the superhost status to be reinstated.  Yours sincerely  Andrew Robertson

[Mike-And-Jane0]

@Andrew1879 This is a community of hosts and no one here has done anything to you. Airbnb is very clever and does not seem to have a complaints department hence it receives zero complaints - An amazing stat for such a large company.

[Joelle43]

@Mike-And-Jane0 I'm curious if Airbnb management ever look at the reviews left on Trustpilot and other similar sites to gage how they're doing??😱

[Joan2709]

@Andrew1879 

It is relatively easy to determine what changes were made to your listing and by who if you have Professional Tools turned on and review your Activity Log around the time of the booking you are disputing. You need to turn on Pro Tools under your Account to see the Activity Log appear in your menu dropdown.

I have seen other Hosts swear they didn't change anything, only to discover they inadvertently did by unblocking a date on the calendar, or changing some of their availability settings.

Turn On Pro Tools

https://www.airbnb.com/help/article/2499

[Helen427]

Good evening @Andrew1879 

Have you made a request for your Airbnb file?

There's Guidelines in your account how you can obtain this.

It should also show up in your account what date and time your account was changed and by who.

You can always check IP addresses used to cross reference and keep a Paper Diary record.

There's been people accessing files, in general terms, from all manner of places and no matter how much spin there is used about Multi factor processes if some one wants to access someone else's private information and accounts they jolly well will as no method online is secure.

Trust us we have first hand experience from Bank managers acting unlawfully and  subsequently been jailed to other situations that would make one's toes curl. 

[Helen3]

Hi @Andrew1879 

I have had this situation about ten times. They accepted a one night booking when I have a minimum of two.

each time I called them and they said they would look into it. They did admitted it was an Airbnb error and each occasion cancelled penalty free. 

This is a well known error on their part. 

'if you're confident you didn't change the settings I would query again,