The host of the Big Bear Lake, CA Airbnb we stayed at left a...
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The host of the Big Bear Lake, CA Airbnb we stayed at left a retaliatory response which, thus far, customer service claims it...
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Obviously one lunatic guest can ruin your business and reputation.
Airbnb should protect us hosts against them by:
- Remove a nonsense review
- Reject nonsense claims
- Kick them of the platform
Good morning,
I agree that Airbnb is out of control. We have had one of our properties suspended for and all reservations canceled in that home for "violating the Security/ Privacy section of the Airbnb Community standards". I received a call last week asking for my "Side" of the story. I asked them to let me know what they were talking about, what incident, when this happened etc. All I received was I am sorry we are not able to give you this information for guest safety reasons. So how can I defend myself when I do not know what I am defending myself against? The only thing I can think of is we had a guest that claimed 21 days AFTER they left that someone entered the property and took an Iphone, tablet and some cash. Supposedly they came home "Several Times" and someone was in the home. Which of course is not true and since this is a gated community, I could ask for the gate logs for the dates that the guest stated someone was in the home however those dates were not furnished by the guest that requested money back. Again, even though I believe that this is the guest that Airbnb suspended the listing for I cannot confirm it because they will not give me any details. I have again this morning asked for more details as how I can "correct" an issue that I do not know about. I also asked for proof that what the guest is saying is true, not just the word of the guest with the bogus claim. Every time I ask for a supervisor I get " Any other agent will do the same since we all are looking at the same policies and procedures. About the decision, it is part of our procedures at the safety Department and it's in complete compliance with our terms and conditions. Please read the message that was sent last night with the decision."
I already have terms and conditions listed on my listing with regards to maintenance entering properties if guests request assistance, pools being cleaned weekly. I do not know what else to add to prevent this from happening again to me for future reservation.
@Peter2727 Tara and Kate's reviews do both suggest there are some safety issues with your property. Whilst I disagree with Airbnb's inability to say what the issue is I would start by addressing the issues in these reviews.
Yes because they did not like the fact that the pool tech had to clean the pool, however in both instances nobody ever went into the home as the tech's do not have access codes to enter the property. We also had a complaint that the trash people were too loud when they picked up the trash. So should we not have the pool cleaned as mandated? Should we call the county and suspend trash pickup? What about the guest that said the neighbors yelled at them and called them names?
Yes, reinstated now but a very unnecessary and stressful experience.
Kind regards
Hi
I have just (Feb 2024) been through the same problem, what the heck is going on at AirBnB??
So...
After 48 hours of back and forth with Support (not "investigations who cannot be contacted) whom I get the impression are not happy with "investigations" either, I get this:
**
No information on the guest, dates, issue, whether I am getting a financial penalty as the guest left early, etc etc etc. Just that, not even the person's name. I sent a response, which might get a response or I might have unnecessarily "poked the bear". We shall see.
Hello, would you mind giving me any information about "this incident"? I have not been told what the issue was, who the guest was, when it occurred and why you have decided to "note my account" of what I have no idea.
This is most unjust and quite an extraordinary outcome. Is this really how investigations are carried out by AirBnB? In summary:
1. No communication before suspending all ten of my listings, even though apparently it related to one guest at one listing,
2. No communication without my having to contact AirBnB support multiple times,
3. No information of any kind about whatever caused the suspension - I only guessed with no feedback or confirmation by AirBnB,
4. A 48 hour investigation which concluded there was an issue but no information on that issue,
5. Airbnb deciding to note my file with goodness knows what about who knows what guest about what problem.
6. A warning that if it happened again (without confirming what "it" is, my account or listing could be removed.
I am sorry that I had to write this but the process and outcome appears very unfair and inequitable to me.
I am someone who has been a Superhost for years, been a host for even more years, has hundreds of five star reviews and had thousands of happy guests.
I welcome a phone call from a senior representative of AirBnB to discuss this with me. I note that the final AirBnB communication didn't even have a name on it.
Steven Heath
I feel very dispirited with how this (whatever it was) was dealt with.
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Thats harsh. I hope you get this resolve as quick as possible. I feel bad for you, first thing in the morning "**".
I might of got the wrong message .... anyways good luck!
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