Help! Listing threatened with deactivation even though the 'violations' are inaccurate...

[Amy782]

Hello community! I'm really hoping someone out there can give advice / direction to resolve the threat of my listing being deactivated. I have Superhost status so myst be doing something right and have tried to communicate with Airbnb to resolve this but it seems no one reviews the communication or evidence and I just get pro forma replies. I really need to connect with a helpful human - not AI.

In summary I have 3 so called 'violations' for my listing. I have provided evidence and documentation these are not violations as such; I can also prove my listing is good and my response to any problems is always excellent - reviews from seasoned airbnb guests confirm this! Despite this I have been unable to get any traction in dealing with Airbnb and have received zero feedback on why they still intend to deactivate my listing - i.e. why the evidence I have provided is unacceptable, just links to 'hosting best practice', all of which I follow! 

'Violation 1' is linked to a guest who accidentally gave a 1* review for check in because her GPS was not working. She clearly said it was her mistake and the whole situation is well documented in the app and she apologised sincerely but Airbnb still refuse to remove this 1* review and it continues to appear as a violation! How can a guest's malfunctioning GPS be my failure/violation?  

'Violation 2' is linked to a guest who had no prior reviews. After a very stressful experience related to trying to help him resolve the wifi challenge (which he refused to do)  I suggested he find somewhere else to stay and requested Airbnb cancel the booking and give him a full refund. How can a guest who Airbnb agreed to cancel on grounds of unreasonable behaviour be a violation on my part? (Additionally while I have lots of good reviews, the only other review he has is 2* from the host that had the misfortune to host him after me!) 

'Violation 3' is linked to another guest who had no reviews (there's a lesson here!) who got Airbnb to cancel his booking on the basis that the tiny Children's splash pool was not clean, even though the large adult pool featured in the listing was in perfect crystal clear condition. No idea why he did this as he was an adult and so not allowed to use the children's pool, my belief is he just found somewhere he preferred and looked for a way out.  I have no idea why Airbnb upheld his request to cancel without penalty and are now penalising me. 

So those are the 3 'violations' - I am not sure why I am being penalised but at this point all I want is to connect with a human being who will actually listen to the points I have reasonably made and provide a proper logical evaluation. If they still decide to uphold the deactivation so be it, but I need to understand point by point why they believe each 'violation' is relevant.  Can anyone help with feedback that might help me understand the 'logic' or better still how I can connect with a human who will listen and help?  

[Helen3]

Hi @Amy782 

Sorry to hear about your nightmare

1. The guest can ask Airbnb to remove the review has she done so?

2. Not clear what you are saying the violation is for - did he give you a low review if so ask them to remove it under their retaliatory review policy

3. You are right that's ridiculous

[Amy782]

Hi Helen.

Thx so much for your kind sanity restoring reply! I’ve been feeling like I’m talking to myself trying to get this resolved with Airbnb and was feeling very  frustrated and wronged. I’ve been passed between about 20 ‘ambassadors’ so far and no one has actually resolved the situation - they all get as far as ‘I’ll look into this fit you’ then they disappear.

When I recently spoke to a human we went through all the issues and she agreed each was not a violation… but then said she had to find out if she could remove them OR did it have to go back to the ‘special’ team (the team who clearly didn’t bother to read my case as they said none of my concerns were valid!)

So here I am no further forward and now I have no idea how to get back to continue the thread with the human?! Every time I add to it and ask for an update another Airbnb random replies asking me to explain the situation (again!!) . I just can’t do that as it’s going to go on forever with no one actually resolving anything 

re point 1 - the guest told me in the app they asked Airbnb, but airbnb told them as it was published it could not be removed. The review was many months ago now and I don’t think going to the guest again is viable. Airbnb could read the comms in the app and validate directly she didn’t mean to suggest it was my fault and wanted to change the review - it’s all documented- but they haven’t even read it! 

re point 2 - I asked Airbnb to cancel the booking and they assured me neither party could leave a review. This guy then left a review where he put the amenity was missing and that became a violation! So basically his review shouldn’t even appear let alone constitute a violation. I’ll definitely refer to the retaliation point as didn’t know about that. 

as for the last guest - well you said it yourself!! I was really shocked when I discovered the ‘reason’. When I spoke to the human she told me Airbnb broke their own policy on this as they are required  to contact the host first to give them the opportunity to resolve the situation. No one contacted me - I had to contact Airbnb after I received the notification re cancellation, and then they wouldn’t even tell me what the issue was and also told me they couldn’t share the evidence photos from the guest as it would break their confidentiality! Definitely a twilight zone moment… 

I really want to know how to continue the case with the same human as at present my

listing is being deactivated on the 17th December and they’ll cancel my existing booking! I feel the whole thing has been so unjust and the fact I can’t seem to make my case with anyone is just super frustrating. 

[Shayla38]

I'm in the same situation. Did you ever get your's resolved? If so, how?