PLEASE READ THE ENTIRE POST AND HELP!!!! THIS MAY HAPPEN TO YOU!!!- Account Suspended

[Shawn574]

PLEASE READ THE ENTIRE POST AND HELP!!!! THIS MAY HAPPEN TO YOU!!!

I need everyone to please share this and help in any way possible.  I have never experienced anything like this or have been treated like this before in my life.

We had a local guest who made a reservation on our home for a same day rental.  Our house rules clearly state no local bookings, no parties, no extra guests, no events, no smoking.  It’s also clearly stated that we reserve the right to cancel the reservation if those rules are broken.

Upon the reservation, I immediately let the guest know that we do not allow parties, events or extra guests.  I informed her that I am only stating this because she was local.  She also called for the house code which she had but over the phone I again reminded her that no parties, events or extra guests allowed.  Because we are in a residential area and I always to respect my neighbors and community. 

She informed that she was not having a party or anything.  They just wanted a place to sleep.  

Long story short, within 1 hour of her checking in, there were over 30 people in my house and they were playing loud music and people kept coming and they were smoking around my front door. This was definitely a planed party and she had broken every house rule.  We have an outdoor ring camera and sound sensor inside the home.  Both of which are clearly disclosed in my listing.  This is all happening around 11:00 pm.  I immediately started messaging the guest that the party needs to stop asap and the extra guests need to leave and the reservation will be cancelled.  She off course denied that they were having a party.  

I was on hold for 2 hours from 11:00 pm to almost 1:00am with Airbnb to get any help so they can get involved to ask the guests to leave and break up the party. I was terrified for my home as images of mass parties in homes in Airbnbs from news and tv started coming in head.  We have those strict rules to prevent a situation like this.

I finally called the police and they wanted to come to ask the guests leave.  I told them to hold one for a few minutes as I wanted Airbnb to cancel their reservation before I kick them so they were are no issues.  I also messaged the guests and told them that I am calling the police to break up the party to protect my house which is my life savings and my neighbors and for the safety of everyone.

As soon as they saw this message, about 30 people ran out of my house.  The guest then had the audacity to ask if she could stay for the night.  We said obviously asked her to leave asap.  I did not end up filling a police report and  cancelled the police call since they all ran out.

Airbnb finally picked up and I explained the situation. I had to explain a million times since there was a big language barrier with the rep.  They told me that someone from the trust and safety department would reach out.  I wanted the guests account reviewed and suspended for doing this.

I was away from my family and was outside until almost 3:00am to check the house after they left to ensure there was no issues and they did not destroy my house.

Airbnb trust and safety reached via email the next day, I explained the situation and gave them a clip of the OUTDOOR video of 30 people running out of my house.  

The next day when I logged into Airbnb to check my reservations, I noticed that my account was showing as suspended.  I immediately got real nervous and started stressing as to why.  I started calling Airbnb asap and kept getting bounced around with reps that could not understand me due to their command of the English language.

Just to back up a little, I am a proud super host with over 140 reviews and score of 4.9.  I have perfect ratings on both of my properties with zero cancellations, almost 99% five star reviews and with glowing comments and reviews.  I bend over backwards for every guest because I want everyone to have the best experience in the world. This is my life savings and I used to pursue my passion of hospitality and to provide for my family.  This Is not just about money but my passion.  We love hosting guests which is why we have put all of our savings in this venture.

So back to the issue, the trust and safety rep finally called me at 11:00 pm since they work at nights.  What he told me next is the most shocking, ridiculous, disappointing and upsetting that I have ever heard. 

He stated that my account is suspended because of my camera and it was not fully disclosed.  So basically the video that I sent to show 30 people running out of my house was used to punish me and not the guest. Again, this is an OUTDOOR camera overlooking outside of the house.

In my listing, it is clearly stated that I have a ring outdoor camera that is outside of the home. I have zero camera’s inside.  This is clearly disclosed.

He said that’s not correct and I did not disclose it properly.  He said that I did not disclose where it is even though it’s a ring camera right in front of the door in plain site.  He also said that I did not write in my listing that the camera can record video.

How stupid does that sound?  Why would someone put a camera that does not record video?  So if say I have a fridge in my house then do I need to state that it’s turned on and you can store drinks and food in it?

Also under my house rules it is clearly listed that outdoor camera is used to verify guest count.  Again this clearly shows that there is a camera and it on to verify guest count.

I also have another house rule that states that please do not unplug and or move the outdoor camera.

Again another spot where my camera is clearly listed.  99% of all Airbnb have outdoor cameras and they are listed like the way mine   They are treating me like I had hidden camera’s inside the home.

Basically I am being punished as a  super host with perfect reviews for turning in a guest who brought 30 people to my house who were smoking, partying and god knows what they would have done had I not asked them to leave. Airbnb is on a big anti-partying campaign due to issues with local municipalities, covid etc.  So I did exactly what the company wants.  I protected the company’s image, my home, my neighbors and my family and this is what I get?

It has been 3 days and my account is still suspended.  I am unable to receive guests and my current guests are not getting the proper notifications from Airbnb. 

How can a company treat their host like this?  What is my crime here?  It’s almost like being arrested as the homeowner for calling the cops to report a thief in your home.

My listings are so important to me.  I have put my life savings on this and spent months on getting the right permits and setting up my place.  I am still waiting for them to activate my account.  They keep telling me that their investigation is not completed.  What investigation?  The guest brought 30 people and there is clear proof of that.

Without hosts, there is no Airbnb.  We provide them the company to make money.

Please spread the word. I need to talk to someone in their U.S office, I want this escalate to their senior leadership.  No one should be treated like this.  I don’t want this to happen to anyone.  No one deserves to be treated like this.

[Helen3]

The lesson for me in your story @Shawn574  is that in accordance with your house rules, you should never have allowed a local guest to make a last minute one night booking.  Having allowed it you should have gone over when you first saw on your camera that multiple guests were entering the property and evicted the party goers (after contacting Airbnb on route to tell them to cancel the booking and you are on route to evict the party goers).

It's ridiculous that they suspended your profile. Airbnb need to get their act together and protect hosts who have party goers use their listing rather than punishing them.

[Brian2036]

I’m not sure whether calling the police or going to the property in person is a better option in this case.

It would depend on the location of the property and the host’s relationship with the local police.

In rural Arkansas we don’t expect police protection. We trust in Smith and Wesson.

In more civilized communities the police may first target whom ever disturbed their slumber and side with the innocent teenagers who are trashing your house. 

I have heard of recent cases where an owner was arrested for “threatening” a tenant who was behind on the rent and in violation of the homeowners association rules.

 I learned long ago that the Sheriff’s department would not evict non-paying tenants even after I went to court and got a judgment against them.

In most of the USA at the moment you cannot forcibly remove anyone from your property for any reason. The best you can do is wait for them to go out, change the locks, and throw all their stuff out onto the sidewalk. Notify the police that there might be trouble, then if they come back and try to break in, press charges for whatever will stick, maybe criminal trespass or attempted robbery.

[Kia272]

@Brian2036 

You trust in Smith and Wesson? As a means of enforcing your property rules? Rather than calling the police?

That sounds like a good way to get an account suspended. 

Just sayin'. 

[Tina36]

I have been with Airbnb as a Superhost for several years and have experienced first hand the decline of their support to hosts. I am sick of trying to speak to reps that do not have command of English and have family arguments clearly going on and roosters crowing.The level of follow up in a timely fashion is nonexistant. I lost several thousand dollars when last year due to their computer error and poor communication, I could not reply to inquiries or booked guests.I spent over 4 hrs daily being pushed ( or escalated) repeating my tail of woe. The IT dept couldn't figure anything out for weeks. I emailed the CEO multiple times and never received a reply. I take my guests and listing very seriously and it is frustrating to not be supported. The issue was finally found...airbnb wanted a copy of my ID. I lost thousands and suffered weeks of frustration because after years of being with air bnb, they failed to communicate that they wanted a copy of my ID.    Really disappointing.The turn around time for getting any help is insane. I am sick of holding, being tossed from one person to another and listening to Anna!

[Hal3292]

@Tina36Hi, Tina -- Does Airbnb require us to furnish them with a copy of our ID? How did you determine that that's what they wanted from you? I'm amazed that this happened  ... did they actually step in to disable your account? And not tell you why??? The more I read on this forum, the more I'm mystified as to why Airbnb makes it so difficult for hosts.

[Susan990]

@Shawn574  Suggestions to fix /prevent the problem. 1.  Never allow same day reservations. 2. Photo of your camera video posted at entrance- photos don't lie and cannot be disputed. Load this one right now and maybe it will speed the restoration of your active status. People do not READ. Especially when English is a second language but photos do all the talking for you. Also add the text about the camera to the photo!  And never cancel the police once you have called them.  It makes you look like you have done something wrong in calling them.   Good Luck.

[Herbert39 · Accepted solution]

@Shawn574  Wow, reading your post highlighted for me the errors we make inadvertently and the deficient analysis by the support group of Airbnb. 

Many of the recommendations here on what not to do, I had to learn on my own. No one-day booking, no booking of locals, and I'll add no automated booking and no self-check in. 

The additional recommendations on the outdoor cameras given here are a must for all hosts. The support team at Airbnb must have a template provided to them by their insurance company, I infer. They suspended my account for thirty days after a guest with additional unauthorized guests complained about the cameras but implied nefarious intent. The cameras captured several additional guests staying at the unit for days with comings in and out at all hours. 

But to Airbnb the host is guilty until proven innocent. The check off on the settings about cameras is simply not enough. Posting the pictures of the cameras with captions is essential, but that information is not suggested by Airbnb. Maybe there have been serious issues with hosts who've violated the privacy of their guests, and Airbnb errs on the side of caution. It is a conundrum for them and it takes maturity and proper inference to determine if the charge by a guest is legitimate. But these support folks have not had sufficient training, in my opinion. 

My solution was to remove six of my listings to other platforms. I can't have 100% of my units be subjected to a blank across-the-board suspension on an unverified claim. We can have hundreds of positive reviews, and one determined guest can wreak havoc with the all the hosting income. 

Airbnb has the stats to help determine truthfulness, so they lack both the statistical inferences and the philosophical insight on how to go about it. They need a philosopher of science at a C-level (CFO, COO) corporate leadership. 

Here is my summary of what I do now:
1. No one-day booking
2. No two-day booking can be avoided

3. No locals! 
4. No automated booking
5. No self-check in if it can be avoided. (Watch out for guest to delay their arrival until afterhours)

6. Do a physical live walk-though and point to the cameras outside the premises

7. Verbalize the policy of no additional guests.

8. Do a welcome visit the next day with a small gift (fruit basket) and make them aware that you are available, or text to check if everything is ok. Need documentation for future use.

9. Have a sign-off on cleanliness and items that the guest might use for leverage.
10. Other hosts may have many more valuable suggestions I'd like to know. 

Sorry to hear of your predicament. I'm with you in your frustration with Airbnb's lack of maturity in this regard. 

[Robert5501]

Wow! I am so sorry to hear about your experience! This is the first year that we have been a host on airb&b and seeing posts like yours scares the heck out of me but it does give me opportunities to learn and make changes to our listing. Thank you for sharing your experience with this community because you have possibly kept it from happening to someone else. I have not had to reach out to airb&b for any issues yet but I support you and the other host if we have to unite to bring around positive changes. 

[Tina36]

I hope you like Abba because you'll be listening to a lot of Abba while on hold for 50 minutes or more. Then you'll get to speak to a rep that will tell you how "appreciated" you are and that they can't help you . Many times, language is a huge issue! One rep had roosters crowing in the background...very unprofessional airbnb! Your case will be " escalated" and then you'll hear nothing for days ...or get a stupid message that ask if you want to close your case while nothing was resolved for the host.

[Kia272]

@Tina36  This is your second comment about roosters crowing in the background while on the phone with AirBnB. 

Are you aware that there's a pandemic happening? While I have experienced the same thing when contacting AirBnB, I understand and support that fact that their employees are working from home instead of from a call center, which would be much less safe. 

While I'd venture to say that many Americans might not have chickens in the yard, these things vary from country to country, and personally, I'm more than happy to tolerate  chickens and family noise in the background, because I'm happy that the employee is working in a safer environment. 

[Christel90]

Bonjour monsieur, 

je suis en France nous avons le même problème avec Airbnb . Aucune prise en compte effective de nos réclamations. 

je reviens sur la réglementation sur les prises de vidéo et de photo. 

En France partout, à l'école , en milieu professionnel la personne prix par une ou une société privée doit avoir eu une demande de consentement qu'elle a autorisé. 

j'ai eu le problème inverse : un voyageur qui aurait pris en photo des tâches de sang sur le carrelage (alors que c'était incrusté dans le motif du carrelage, ndlr ), ce voyageur a été sanctionné car il a déclaré avoir pris des photos sans avoir demandé mon consentement . 

Seule une entreprise du service public à le droit (ex les caméras dans les rues affectées par le service de sécurité) . 

ce qui est inadmissible c'est qu'encore une fois votre voyageur n'a pas été sanctionné pour des abus prouvés . 

Bon courage . 

[Quincy]

Removed as requested by OP