Unjust suspension of listings

[Teresa1712]

Hi I'm a long term super host with five 5* properties in mid Wales. I've had a guest from HELL recently and I'm keen to here from any other hosts who might have experienced something similar.

Sorry about the long post but please read to the end for the BIG ONE

Guest booked to stay in our luxury shepherds hut/lodge (28/02 - 03/03)

They messaged shortly after arrival to say they "loved the place" and to ask where the bbq was and where the nearest grocery shops were. I responded within minutes to state that the bbq had been moved due to the high winds in the recent storms and that we would bring it round and set it up. I also replied with details of nearest stores. To which she messaged back asking travel times and again I replied within a few minutes. Note, we provide an online welcome book and physical welcome book in the property with details of shops.

My husband delivered the bbq and set it up, in the rain, within 10-15 minutes.

This was the last we heard from the guest and we assumed they enjoyed their stay.

The day after checkout I received the review

1* "I am so disappointed"

I was completely shocked as the guest had not given any indication that they were dissatisfied with anything.

Within the private feedback the guest stated she was disappointment they had to "ask for every little thing". She said she thought we had an iron but the welcome book said to request an iron and ironing board and it would be brought to the property. We aim to provide all of the luxuries of our other 5* cottages and so offer some items on a request basis due to limited space in a shepherd's hut. Note, she never asked for anything other than the bbq.

I contacted Airbnb to ask for this review to be removed as I felt it violated their review policy as

"I am so disappointed"

Does not inform future guests, or provide details about the stay. What was she disappointed about????

Anyway fast forward several days and Airbnb say they can't remove the review.

Note, we currently have 250 reviews for our listings.

247 at 5*

2 at 4*

Then this one at 1*

Surely alarm bells should ring at Airbnb!!!!!!

6 days after she checked out I get an email from Airbnb stating the guest had asked for a refund as their were cats at our property.

We are a farm and our listig states that we have lots of animals here that they may meet. They are extremely friendly cats and the guests always love them. They do not enter our properties but may be seen around and about the farm. Infact we have some guests who have rebooked because they love the cats so much.

Anyway, I refused the refund and stated that I felt these guests had enjoyed their stay, used all the facilities and had left without saying anything negative, then 6 days later asked for a refund.

At this point I put a request in for a refund for a tap that the guests had broken during their stay. I would usually just accept this as wear and tear and take the hit but this guest was really pushing all my buttons.

Note, the guest refused the request and said the tap was already broken. A blatant lie.

Anyway I thought this was the last I would hear from this guest until THE BIG ONE

The next day I received an email from Airbnb saying that the guest had reported us for having DANGEROUS ANIMALS on site as she said the cat scratched her husband on the first night and that he was too afraid to go outside and use the bbq for the remainder of their stay!!!!!!!!!

Strange but she had not reported this to us or Airbnb during her stay

I replied to the email and sent copies of approximately 25 reviews over the last couple of months from guests stating how lovely the cats are, how friendly they are and much they loved cuddles with the cats. I also called the 'so called support helpline and was told there was nothing they could do as this had to be investigated by another department and that I should wait for an email from them.

As a result all 5 of my Airbnb listings have been suspended whilst I wait for this investigation. Guests are unable to see my listing or book any future dates.

I am absolutely livid and have reported the guest for bullying as I feel she was doing everything in her power to get a refund and then when this didn't happen she is trying to ruin my business.

I have received an email from the so called Airbnb support team asking me to provide further details, see below

1. Who does the cats belong to?
2. Is there a fence or anything to prevent the cats from entering the property during the guests' stay from the farm? If so, we would like to receive a relevant picture or video.

I responded with

Thank you for your response.

With regards to your questions please see below

************

1) As stated on our listing we have many animals on our farm and obviously as this is a farm we also have farm cats. 

However, as cats are PROTECTED BY UK LAW WITH A 'RIGHT TO ROAM' and as the guests did not inform us of the cat scratch. I have no way of determining who owns the cat that this guest alleged scratched them. 

The guest alleges that this scratch happened during their first evening (28/02/22). The guests then remained at the property for a further two nights without making any claims of any kind about the cats, departing on the (03/03/22). 

If they had informed us during their stay, as we live on site, we would have obviously been able to identify the cat and if it belonged to us we could have resolved the issue immediately and retained the cat. If the cat had belonged to a neighboring property or farm we would have then been able to report this to the rightful owner. Alternatively, if we did not know the owner of the cat we would have been able to call the correct legal authority to retain the cat.

As stated in UK law cat owners have a duty of care to ensure that cats do not cause injury to anyone. We are fully aware of this law and ensure that OUR cats that live on the farm are extremely friendly with people. This is substantiated by our MANY reviews mentioning how friendly the cats are, which I have already forwarded the most recent to you.

Note, I am very happy to approach MANY of our previous Airbnb guests and inform them of the current situation and ask them to provide written statements detailing the friendly nature of OUR cats, above and beyond that which they have already stated in their written reviews. Obviously I can not comment on the nature of the cat that allegedly scratched the guest as we were not informed of the incident and so unable to identify the animal.

2) This question I find extremely strange and wholly irrelevant.

Cats are able to climb fences and so the only way to prevent a cat from entering a garden of the property would be to completely enclose and roof the whole space and creating a bubble over the whole property!!!! 

Surely Airbnb are not requesting that we BREAK UK LAW by not allowing cats to roam. Also as cats roam and do not stay at their owners properties surely Airbnb are not requesting that all properties rented through Airbnb be enclosed in a bubble to prevent any roaming cats from entering gardens attached to the property.

The property is completely fenced around the perimeter of the land attached to this property. However, as stated no fencing would be able to prevent cats entering a garden. Also as stated in 1) cats have a right to roam.

We currently have guests staying at our Little Acorn property so I am unable at the moment to take photos or videos of the fencing. However, I am happy to take these at a later time if Airbnb can PROVIDE EVIDENCE that a fence would prevent cats from roaming in to a garden!!!!!!

***********

Again I must stress how ridiculous I find this whole situation. Surely it is clear that this guest is trying everything to request a refund for a stay they remained at for 3 nights and made no comments about any of these issues during their stay.

As stated in my previous email I shall be contacting a solicitor tomorrow if this issue is not resolved. I also request the following details be provided by yourselves and the guests if you continue to suspend my listings.

1) Medical evidence obtained and date stamped at the time of the incident stating the guest sustained a cat scratch on the 28/02/22.

2) Photo evidence of the cat that performed the alleged scratching so that I can determine if this cat belongs to us.

3) Written and timestamped evidence that the guest reported the alleged scratch to us and Airbnb during their stay. 

Note, the first I heard of the 'dangerous animals' claim was approximately 10 days after the guest had departed.

4) Written and timestamped evidence that the guest reported the alleged issue of cats entering Little Acorn property to us and Airbnb during their stay. Obviously, if this had been an issue and as we live on site we would have been able to remove the cat immediately.

5) Written statement from Airbnb stating that they require all of their UK properties and associated gardens, to be fully enclosed, bubble like, to prevent cats from roaming through the land attached to the property. 

If you are able to provide 5) then I also request

6) Written and timestamped evidence that Airbnb has suspended all UK listings where the property has any outside space that is not fully enclosed, bubble like, to prevent cats from roaming.

IF YOU ARE UNABLE TO PROVIDE ALL OF THE ABOVE THEN I REQUEST THAT YOU IMMEDIATELY LIFT THE SUSPENSION FROM ALL 5 OF MY LISTINGS AND STOP THE UNDUE HARM YOU ARE CAUSING TO MYSELF, MY FAMILY AND MY BUSINESS.

I REQUEST THAT YOU ACKNOWLEDGE RECEIPT OF THIS EMAIL.

Anyway 18hrs later and I still have had no response, I'm currently in the process of liasing with a solicitor on this matter and my 5 listings are still suspended. 

WHAT THE HELL DO YOU HAVE TO DO TO SPEAK TO SOMEONE AT AIRBNB!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[Peter2727]

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. 

[Mike-And-Jane0]

@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.

[Peter2727]

@Mike-And-Jane0 

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? 

[Tasha651]

@Teresa1712 have you been reinstated by AIRBNB?  

[Teresa1712]

Yes, reinstated now but a very unnecessary and stressful experience.

Kind regards

[Steven532]

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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[Philip3527]

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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