My listing has been automatically unlisted a few times with no explanation and upcoming bookings cancelled. What is going on? We are superhosts with only positive reviews.

[Hannah1629]

A few months ago, we had an issue where Airbnb was unlisting our property without any warning or explanation and every time we tried to speak to customer service, we were told someone from a specialist security team would get back to us, and after days and days of this, no one ever did. We were eventually able to go in and relist our property ourselves, and we never found out why. We lost out on bookings during this period. Now the same thing has happened, except airbnb has also cancelled two upcoming bookings we had in the next few weeks. No reason, no explanation. We have been calling, but again same thing, no one is getting back to us. This is truly concerning as this is part of our livelihood and it looks like no one can book with us right now. We have only had positive experiences from guests, we are superhosts, lots of great reviews, never had any other issues with airbnb, pay our taxes in Mexico. Not sure what the issue could be! Any ideas?

[Shelley159]

I can book this listing @Hannah1629 

2Bed Condo with Stunning Gardens & Hotel Amenities

Did you have another listing that was suspended?

[Hannah1629]

Guests have tried to book the listing twice and each time they book, the listing gets unlisted and their bookings get cancelled. It lets them book but then airbnb cancels a few hours later. I manually relisted my property and it allowed me to a few hours ago. But if the guests for next week and the week after try to book again, it might get unlisted again.

[Shelley159]

I think don't make a new listing again @Hannah1629 

I see you have 30 reviews and the property has 13, so I guess you started a new listing for the same property when the previous listing was suspended after 17 reviews?

I don't know the reason for the suspension, but Airbnb could take issue if you make a new listing for one that's been suspended. You need to get clarity from Airbnb about what's going on and how to proceed - I hope they get back to you soon.

[Hannah1629]

Hi Shelley, see my response to Joelle's comment below re. the response we only just received 5 days later. No real information and no idea what is going on. My property has been unlisted and upcoming booking for December cancelled. 

[Joelle43]

Hello @Hannah1629 

If you say that you have re-listed your property a few times and then Airbnb delist it, I'm wondering if you aren't caught up in their circumvention policy where any listing that has previously been listed on Airbnb (an exemple could be under new ownership or change in a management company) gets suspended because AI detect the same address or photos under the new host.

Have you had any issues with previous guests maybe?  New legislation laws for your town?

Here is the link and let us know if this could be a possible reason for these recurrent suspensions:

https://www.airbnb.co.uk/help/article/3566

[Hannah1629]

Thanks for your response. I deleted some other properties that we used to host (that were already unlisted), just in case that was the issue.

We have just received a response as follows:

Hello Hannah,

We’ve recently received a report that 2Bed Condo with Stunning Gardens & Hotel Amenities has violated our Terms of Service. We have decided to cancel this reservation HMH89QBBZ3 as a precautionary measure to help protect your safety, along with others at your reservation and the broader Airbnb community. We’ll handle communications with your guest(s) and we ask you not to contact them.

We’re actively investigating this matter. We understand you may want more information about the report and why we’ve decided to cancel this reservation. For privacy reasons, we can’t share any details about the report. However, we can tell you that it’s important that this reservation does not take place.

Having to cancel a reservation like this is rare. In cases like this, it’s a step we take only when we believe it’s the right decision to help protect your safety and that of our community.

I am absolutely mind blown as I can't imagine what it would be! We have never had any issues. My property has been unlisted once again and an upcoming booking for December has been cancelled. I don't know if I am going to have to wait another week for a rsponse from Airbnb support now. WHat is going on?!

[Hannah1629]

We've figured it out. It is a legal issue with the development and all condos in the development have been unlisted.

[Michelle4894]

I just lost a property management and hosting job bc property owners of several vacation rentals just experienced devastation when Airbnb AI bots autosuspended listings, guests and connected accounts.  No warning, no help from "support" of course and you can't talk to anybody that will give answers, they ignore hosts and guests inquiries, and this new April update has the bnb ai police out to kill. We have no idea why, but they are auto-suspending  accounts due to anything like being under 4.8 bc of those few mentally ill  & disgruntled one star reviews and neighbor compliants, AirCover request more than once or for large amount,  a house is listed for sale, parties, discrimination and any strike the bots find or a connection from the governmentphoto id uploaded.  With this no tolerance update its a circus and people are waiting days to months to get answers. Beyond Brians strict AI update disaster Airbnb is on a downward spiral as cities and communities continue to outlaw short-term rentals, people abuse of AirCover, and mentally ill hosts and guests ruin it for everyone else. Its ruining the housing industry and travel economy so the Hiltons are out for blood. I'll be here with popcorn as we watch it crumble like a blasted building.  I am  glad to be done anyways, people are exhausting and the customer support is an absolute joke.