Property unlisted Airbnb will not tell us why, any ideas would be wonderful

[Bryan-And-Joan0]

We received a random email from Airbnb at 3 in the morning saying they have unlisted our property because it has been put in to the safety department, we are super host and have five star ratings on our villa, Airbnb will not tell us why or how long it will take, it is going on a week and all we are getting our brief emails saying the same thing that they are investigating it and they can’t tell us anything, we are very upset, as we feel like we have been accused of some thing and convicted of it, without even knowing what it is, or with the chance to even defend ourselves . Any ideas how we can get this thing resolved we are super frustrated! We have been in the business for over seven years and I’ve never had anything like this happen. 

[Mike-And-Jane0]

@Sara-And-Rob0 Your listings still appear to be live (not suspended) which is hopeful at least

[Sara-And-Rob0]

Hi Mike and Jane,

Thanks for taking a look but if you only saw 7 listings, we are are short 1 because we have 8!  Could you count for us? Thanks for your support:-)

[Nur785]

@Sara-And-Rob0 

I've counted 7 listings. I'm sorry you are going through this. Did the guess complain about anything to you? 

[Bryan-And-Joan0]

Oh Yes, the Guest Complained about Anything and Everything they could think of, our place is on a Golf Course and they said we lived in a swamp......it was unbelievable.....fortunately its over with!  

[Sara-And-Rob0]

How long did it take, from the arrival of the message to the relisting of your place?

[Sara-And-Rob0]

This guest made no complaints, was polite and responsive, although a little unusual. For example, offering hugs from afar and other personal notes…a little weird but not alarming.  15 minutes before checkout, he let us know he was checking out a little earlier as his daughter slipped on the stairs and they’re off to the doctor.  He also sent us two photos of light switches in our hallway which he claimed were not working, although in the photos you can see the yellow cast of the lights and we had our cleaner, who was there after departure, check that all switches in the staircase were functioning normally, we have a time stamped communication that all was normal.  

Still, at that time the guest thanked us for a wonderful stay and promised a 5 star review was on it’s way, which he mostly delivered on.  

Two weeks later now, and we get this email out of left field from a Safety team member advising us that a safety claim was raised and they are unlisting us and possibly canceling all future bookings.  The rep alsp advised us that they work Thursday to Monday 10:00-19:00.  The email arrived Monday evening at 18:52.  This has forced us into a waiting period of almost three days before it is even investigated.  We pressed the agent for more details and the only info she gave us was the name of the guest.

We have since read all their 38 reviews and see multiple reviews of hosts accusing or replying to the guest’s of false or misleading complaints and their attempts to rectify the problems being met with refusals by the guest.  There was also two other incidents where his daughter needed to be taken to the doctor and when asked by a host to provide a record of the doctor visit, he claimed it was too personal and wouldn’t provide such a thing.

On top, the guest uses about 7 different names.

It is about 42 hours since that email came in to us and we still don’t know what safety issue was raised.  We have operated our apartments safely for more than 10 years with zero complaints so we have softly come to the conclusion the guest is a serial complainer that either is attempting to extort a refund from Airbnb or has a serious complaint that should be brought to our attention immediately for rectifying.  Why Airbnb is holding onto a potential safety concern for days and days makes no sense.  If the issue is concerning enough to shut us down from future bookings then the agent should have professionally handed it off for immediate attention with a colleague who was not going off for the weekend.  The multiple attempts we’ve made to get to the root of the matter has led us to the explanation that that agent is the only one that can see the information.  We’ve heard this a few times as we keep trying to get through.

[Bryan-And-Joan0]

We kept supplying Airbnb with information, and our agent/rep. went on Vacation for a week after he unlisted our property..... I was so upset... it was a Long week! 

They finally re-listed our property and the Guests review was removed after over a week.

We hope you come out okay on this!

[Sara-And-Rob0]

Oh, I see you mention is lasted a week.  Good to know, hopefully our rep gets on it after their weekend off then. 

[Victoria-Joy1]

Thank you for sharing. Similar situation for me. Please update. 

[Mar125]

@Bryan-And-Joan0  very likely a privacy breach complaint.

[Victoria-Joy1]

Thank you so much for posting. I have been a host (on and off) for 7 years, just up for super host. Finally. 

I caught a guest vaping in my home, informed him, and the next thing i knew. He had left, and both my listings were shut down. Now they are both unlisted. Airbnb will not tell me anything. Ridiculously stressful. This is my only source of income and I'm tremendously proud off the hospitality and space I provide here. 

It....I am considering bringing a lawyer into this. This is beyond ridiculous. I feel like a criminal. I did nothing wrong whatsoever. And this is destroying my source of income. 

[Victoria-Joy1]

Thank you to each of you who reached out or responded to help. This has been an incredibly difficult and stressful week for me.

AirBNB did reinstate my listing--had still not communicated anything substantive about *any* of it, and was still unable to answer even basic questions. This all took a *huge* amount of time and has cost my an entire month of booking, loss of sleep, etc. People who are using the platform with malicious intent should be kicked off of AirBNB. I have no other income, having been laid off in the tech layoffs. And I simply don't take this as a joke. 

Even before being laid off, I have been a host for 7 years, in three different places, and I host because I *love* to provide hospitality and a truly unique, special, experience for people who, like me, travel for work--and yet don't want to live in over-bleached, under-personalized hotels. I provide peace, kindness, and care for everyone who visits my home. I provide *way* more than even most luxury hotel brands--in every single aspect of my guest's experience--and now I have no--or harmful--"support".

I know a lot of realtors and hosts and do not know a single one who will work with AirBNB unless it is a last resort. It's very disheartening to see an organization that started out so well devolve to this point. 

Best wishes for anyone encountering this--or other--issues.