Recent AirBnB Emergency Support Phone Conversation Recording

[Jordan20]

I am a Superhost with 800+ AirBnB Reviews. I joined AirBnB in 2014, as I was doing vacation rentals prior to AirBnB. I do approximately 300 reservations per year across 4 listings.

Here is the recording of my phone conversation with AirBnB Emergency Support.  It's 35 minutes long with lots of hold time and dead air.  At the end, I was told they can't help me.

 **[Private conversation removed in line with the Community Center Guidelines]

Curious what your impressions are?

[Lenore22]

@Jordan20 just as you probably didn't appreciate listening to mostly "dead air" for 35 minutes, it's unlikely that most hosts would opt-in to sharing that experience knowing how long it is and what it entails. 

Posting a condensed version or transcript is more likely to get you a helpful response on this forum. Are you asking a question or looking to make a specific point for the community to support you on?

As Jerry Maguire would say, #helpmehelpyou

[Lenore22]

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[Lenore22]

 **[Private conversation removed in line with the Community Center Guidelines]

[Jordan20]

@Lenore22 , Thanks for listening.  I posted a few more recordings in the forum with my interactions with AirBnB today.  Basically, they are telling me:

1. to wait for an email. 
2. Superhost Support is not worthwhile, as they can't provide any answers.
3. No timetable on waiting for AirBnB
4. No information on why account is suspended.
5. Lots and lots of apologies.  If AirBnB is good at one thing, its apologizing.

[Helen3]

Hello @Jordan20 

I'm not going to listen to a 35 minute call - mostly of dead airtime.

if you want help from your fellow hosts here tell us what the issue is and what you need feedback on @Jordan20 

[Jordan20]

@Lenore22 @Helen3 

 I had an emergency safety situation at my property with my guest.  I called AirBnB Support and chose Option "Emergency Safety Situation".  AirBnB Support told me they will call me back with a Specialist and would not help me at the time of phone call, because they are not trained to handle emergency situations.  So far, no call back.  It's been 3 days. We are trying to handle the situation and deescalate it ourselves. I also messaged AirBnb too, but no response.   Then, AirBnB suspended all my listings.  Including the ones in different geographical locations.  When I asked "why", they told me someone would get back to me.   The property is in Missouri.  They suspended listings in Colorado and Florida too.  Makes no sense, as they are unrelated properties.  I am awaiting response, but I have no timeline from AirBnB.  So, I am sitting here waiting for them to contact me, as the Superhost Support could not help me.  Does that sound like they are taking things seriously to you?   I am a host since 2014, have nearly 1,000 online reviews, and I do 300 reservations per year across 4 listings.  I only menion that, I am not new to AirBnB and vacaiton rental.  I started vacation renting in 2005, before AirBnB existed.   All 4 AirBnb listings are currently "suspended" on AirBnB, and I don't know why.  I called AirBnB Super Host Support to report a safety issue with the Guest, because they tampered with our exterior facing camera at the outside front door and the guest mentioned bringing firearms into the house.  All AirBnB has told me is "we will ask a specialist to call you back".  All my listings are suspended on AirBnB, and I don't know why they are suspended. If there is a safety issue at 1 listing, then maybe suspend that one, but no others.   I don't know the timeframe to get the listings unsuspended. AirBnB won't provide me that, eventhough I asked in phone calls and chat.   I am sitting here waiting for the specialist to call or message me, but from what I read that can be days, weeks, or months.  I don't know what else to do but contact a lawyer for help.   What do you suggest?

[Mike-And-Jane0]

@Jordan20 not even the best support organisation in the world (which Airbnb isn't) could tell you if it is safe to enter your property. Equally what do you want a lawyer to do?

I would drive by the listing and if there is signs of life inside call the police to deal with your trespassers.

[Jordan20]

@Mike-And-Jane0 , I understand.  I am a remote owner, so we called AirBnB for safety support to contact the guest.  The guest won't respond to our messages.  Instead, AirBnB suspended all our listings, even the ones in different geographic locations.

Thankfully, the situation is no deescalated and the guest has left the property; however, with no assistance from AirBnB.

I figured a lawyer can get our listings unsuspended or compensation for suspending our listings for no reason (or at least,  AirBnB refuses to disclose the reason for suspending...I've called back a few times requesting that information, but their answer is that team does not provide phone or human interaction support).

[Mike-And-Jane0]

@Jordan20 I suspect a lawyer is a waste of time and money as Airbnb, provided they are not discriminating, can do what they want.

[Helen3]

If you're hosting remotely -as an STR management company surely you have local cohosts on hand to deal with guests on the ground. @Jordan20 

If you look on this community (not just responding to posts on here to promote your management company) you'll see lots of other hosts have been subject to this unfair suspension process. 

[Jordan20]

Yes, I have a local housekeeper, handyman, and neighbor who all keep an eye on things.  However, their safety is always my #1 priority.

[Helen3]

That's why you should have arrangements in place for security firms to assist if you feel your staff would unsafe with particular guests.  @Jordan20 

[Kelly149]

@Jordan20 “What should I do?”

1. never call abb about an emergency, they are not going to solve that problem. Speed is not on the menu. 

2. when you have problem guests in residence YOU must decide how to proceed. My preference is law enforcement 

3. once you’ve dealt with problem, you Might be able to get abb to refund you for the trouble. MIGHT. 

I hope situation resolves safely. 

[Jenny]

Hi everyone

Just a quick note to let you know that I've had to edit a couple of posts here in line with Community Center Guidelines - however I do understand that the conversations were shared for context only.

As @Jordan20 had posted about their situation on another thread, the matter has been escalated, so hopefully we can help get them some support on this.

If the guest is still in your property and you are concerned about anyone's wellbeing due to there possibly being a gun on site, I would recommend calling local law enforcement as detailed here.

Jenny