Guest complains and Airbnb suspends my listing without any contact with me. They have been provided all supporting documents yet they are "still investigating".

[Fletcher-And-Janet0]

Guest tells several lies during the booking process. They have more than the allowed number of guests, which included 4 elementary aged children, 3 boys and 1 girl. Within an hour of them arriving, I am getting excessive noise complaints from the other duplex. Jump ahead. We finally have to contact the offending guest in person as they will not answer my phone calls, texts or Airbnb messages. I knock. They answer and allow me to enter. THEN because they chose not to be quiet and don't want to move to another unit where their kids noise and them yelling at their kids won't be an issue. They decide to leave; I told them that if they chose to leave and it was normal cleaning, I would refund one of their two nights. Not required but a courtesy to them. Instead, they complain AND file a safety concern. I was stern but never yelled at them. Both the husband and wife yelled at us (the other guest could hear them and wrote a statement) and they swore at us using profanity, including the F word, in front of their children. What does Airbnb do?? They deactivate my listing while they investigate which is now moving into day 4. And the most recent message from the Safety Team is that they will provide an update to me every 2-3 days. Totally not acceptable in a professional manner. How about decide if I am guilty first and then penalize me if needed? It is hard coming out of winter and needing all of the bookings you can get. We have been Super Hosts for over 3 years and we have almost a dozen listings. Horrible host services. And if you get to talk to someone, they say over and over again how they understand and they are so sorry. What company does not have a complaint department? Guess I should look for new avenues for advertising. Maybe Airbnb doesn't want the money my listings bring in to them. Would welcome any suggestions other hosts may have. 

[Helen744]

@Fletcher-And-Janet0  the thing is Janet ,it is not allowable for you to move them because of 'noise'. I am not sure if you met the guests coming in ,but children are noisy often and so can adults be.I suggest that you put in your intro notes that , other people are nearby and they expect a certain amount of quiet . Being quiet is something people do not really expect in a whole house situation .These people were in fact uncordially asked to do something they did not expect ... In future make sure all guests know about all requirements and times for quiet . Put up signs in the unit if you have too.... H

[Fletcher-And-Janet0]

Helen, 

Yes, my listings are quite accurate; noise is listed in the house rules, and there are notices around the duplex about noise. I also had a phone call with the guest prior to check in to confirm the number of guests including adults and children, and she lied. I reminded her that we had allowed her to have 5 persons when our normal limit is 4. They ended up with 6. The husband said: so what? What's one more person?  Well, it is a lot when you are talking about 4 children who are yelling, running, jumping off furniture, etc. It clearly says in my headline that this is an upper duplex. After making her booking, she asked "oh, is this a duplex??". Guests need to read the entire listing and look at the photos. I have been doing real estate related work for over 20 years. I am always cautious with my photos and descriptions because I don't want to mislead others. 

The fact remains that they lied several times and broke several rules. They were given the option to either be quiet, move to a better unit for their group size, or leave and receive a partial refund. They chose to leave. 

My POINT is that I believe it is very unfair and unprofessional for Airbnb to deactivate my listing when I have been a Super Host continuously for 3 years. They should have investigated without penalizing me before finding me guilty or not guilty. I also can not book any stays during this time which is now in day 5. My husband works out of town next week and I am unable to book his stay. 

I asked for a way to submit a complaint. Please don't assume facts not in evidence. They were in no way "asked uncordially" to do anything. In fact, had she answered my phone calls, text messages or message here on Airbnb, I would not have been forced to make an in person visit. 

[Jenny]

Hi @Fletcher-And-Janet0 

I just wanted to let you know that I've passed all the details of this over to the relevant team to see if we can get you some help with this.

Someone should be in touch once they've reviewed the details.

Jenny

[Fletcher-And-Janet0]

Thank you Jenny, I sincerely appreciate your help! 

[Fletcher-And-Janet0]

Thank you again Jenny. I have been contacted and provided a way to share this experience with corporate. I will be very surprised if I hear anything back but at least the gal I spoke to sounded sincerely concerned. She also shared that she has passed on similar complaints about how Airbnb has mishandled issues with other hosts, and that if we take the time to report these unfair handlings, the process might eventually get changed. 

I will be leaving a very honest and negative review of the subject guest as well as responding to her review that will be public as soon as I submit my initial review. I hate to do it however I will not allow someone to share falsehoods when we have maintained a very good status. And other hosts do need to be aware of her antics.