Safety and Safety matter, anyone ever dealt with this dept?

[Ann97]

I had an issue escalated to a Trust and Safety specialist 48 hours ago,.

Does anyone have any experience with how long it takes for an issue to be resolved?

[Lorina14]

@Ann97 
Unfortunately this team is slower than hosts would like to work with. They usually only email you and I’ve seen some people say 10 days to several weeks. It depends on what the violation was, usually the guest didn’t feel safe (maybe no curtains on the window or a shared bathroom door doesn’t lock),  outside cameras not disclosed on listing/safety section with locations noted, health safety (bugs, gas leak, water leak), physical safety (neighbors  or other guests/tenants making unwelcome remarks/advances, neighborhood issues, etc.) You can search for more threads about working with this department. I’ve only read it is very slow and it appears they may only work M-F, no weekends.

[Ann97]

Thanks for your reply.

My issue is I just discovered a future guest has a conviction of being in possession of child pornography!   I'd cancel him myself but I'm the one who will have the consequences of having my calendar blocked as well as paying this individual to find other accommodation 

I'm very frustrated with Airbnb!

[Lorina14]

@Ann97 

You’re welcome! So sorry about your situation. That’s true get Airbnb to cancel from their end to not have a blocked calendar or a penalty fee. I didn’t know that you would have to pay for the guest for another booking? I’ve never heard of that as I’ve heard of guests who had last minute host cancellations and were out of luck, stressed, upset and very frustrated. 

[Helen3]

I would call them several times a day until they respond @Ann97 

If they don't reply by tomorrow post publicly on their social media .

[Ann97]

I've been waiting over 48 hours now, and I do call and email them several times a day, to no avail!  I'm told by a "support ambassador" the matter is being investigated, yet no response from the " Trust and Safety" Specialist assigned to this.

You'd think with a matter as concerning as this, there would be some priority given.  I provided documentation, news link and police link.

Head scratcher!  I can't tell you the anxiety this is causing me.

[Lorina14]

@Ann97 

Let’s flag the community managers (who

moderate the boards here) to see if they can help out and flag your issue to the team to possibly expedite it?

@Rebecca @Elisa @Bhumika @Quincy @Alex could you assist Ann and her issue please?

[Ann97]

thank you so much!!

[Ann97]

I'm going over 72 hours now with no response from the security and safety team, 

I tried posting to social, my post has been removed?!

I'm at a loss, I cannot find my way inside Airbnb to a supervisor or someone with authority to help me get this cancelled.

[Ann97]

Lorina, how would I go about finding community managers in my area?

[Lorina14]

I’m not sure I have just noticed that some are in Canada and England. 

I looked for a post with (at) Elisa and it pulled up her welcome post (2/2025) with a brief description of each English community manager Quincy, Paula, Rebecca, Bhumika, Alex, Emilie, Elisa. Paula is on maternity leave now and there are other community managers for different countries/languages. 

Did any of them reach out to you to follow up after I mentioned them earlier?

[Ann97]

HI Lorina,

I haven't seen any messages from any of them.

Very sad that host's get so little support.  I'm ready to pull my listing down and be down with this platform all together 

Thank you for your response throughout this,  I appreciate your efforts 🙂 

[Lorina14]

@Ann97 

Im so sorry no one has responded to you. Usually the community managers write a note and say they will be in touch with your for more details and to send your issue to the correct team (they only moderate the boards but are not direct Airbnb support).

@Rebecca @Quincy @Elisa @Alex @Bhumika @Emilie can someone please reach out to Ann? Thank you…

[Joan2709]

@Ann97 

Well this is certainly a tough situation and sorry you are dealing with it and not getting much support from Airbnb. Just curious, how did you find out about this guest's conviction?

Wondering if Airbnb is possibly grappling with how to handle this, as not sure if having a criminal conviction is a violation of their terms of service and community policies? If not, then they may require you to cancel the booking and take the penalty if you don't want the guest staying at your listing.