Superhost Account Suspended, Does Anyone Know the Process

[Sevonne0]

Hello, I am a Superhost of 5 years and have had my account suspended with no further communication for almost 48 hours.  I have tried multiple times to get information from both Superhost Support and Safety, as this is a horribly distressing situation, but have not gotten any.  Without transparency in the process nor communication, I am left in a very uncomfortable uncertainty.  Can anyone shed some light about what is going on?  About why I have not been given the courtesy of updates and what I can do to get some?

[Mike-And-Jane0]

@Sevonne0 It is almost guaranteed that a guest has complained about you. Have you had a difficult guest recently or have any of your guests had issues?

Sadly Airbnb seems to suspend first and investigate later which I am sure @Catherine-Powell is aware of. 

If you go to insights at the bottom there is an issues tab. Does that shed any light on why you are suspended?

[Sevonne0]

Thanks so much, yeah, I had a problematic person at my place, but the issue I thought they brought to Airbnb wasn’t the issue.  They made up a new one when I asked them to pay for the extra night they stayed.

 On what screen is “insights?”

[Quincy]

Hi there @Sevonne0, I am so sorry to hear that this has happened to you. I can imagine that this is not a great experience, therefore, I have passed this on to the team as soon as I had read this. 

Have you by any chance heard back from the team by now? 

[Sevonne0]

@Quincy 

Thank you for helping me.  After 48 hours of my account being suspended someone finally got back to me.  At that point it was clear no one had looked at my case until that point, meaning no one took seriously my account was suspended or that that could be affecting me.

I went back and forth with someone, answered some follow up questions.  It felt really good to be acknowledged,  be able to share more information, and have a sense of the direction this case was going.  It seemed positive to me.

But it’s been about 48 hours since I heard from someone.  I sent some messages requesting follow up, as well as a reminder of what I was seeking.  I did get a message in response to what I was seeking, but the response made me scared that some of the other posts in the forum would apply to me.  That Airbnb would perceive me as too difficult and ban me.

This is what I said I was seeking:

1) immediate reinstatement of my account

2) payment for the extra night the guest stayed but did not pay

3) compensation for business lost during the time of suspension, and potential change of position within the algorithm to affect future earnings

4) generous compensation for damages to my physical and mental health due to the stress caused by Airbnb’s neglectful mishandling of this situation

5) Review of my recent safety report, and explanation of why that situation was disregarded and why in this situation my account is suspended

6) Policy within Airbnb to provide support every 3 hours to superhosts whose accounts are suspended for safety reasons

I didn’t list my properties with bookings or any other company, I put all my eggs in one basket with Airbnb, so this has me feeling way too vulnerable.  Does anyone have any suggestions on how I can think about this or what I should do to keep my peace of mind and my business?