Very unsatisfactory response from AirBnB complaints service about unverified listing

[Anita1478]

I contacted the airbnb complaints service with a deep concern that a newly published property I had made reservations with had not been verified (no badge).  I had left a deposit but felt uncomfortable as the property photos and description was the same as those appearing in several real estate websites for the same property (in 2023).  The property did not have any reviews and there was no information about the host on airbnb.  When speaking with the airbnb representative (number provided: (02)85203333), I asked about the verification process (How listings are verified - Airbnb Help Centre) and why the listing was published before it had undergone the full verification process described.  The help center representative gave several confused responses: e.g., that it was the host's responsibility to verify the listing, that airbnb only required 'geographical verification' and not any documentation linking the host to the property, that airbnb could not action any investigation unless it receives reviews and/or complaints from guests, that the listing was only published after 5 reviews were received from guests.  There seemed to be no understanding that airbnb is being negligent by publishing unverified listings to its websites and that action is only taken AFTER negative outcomes are experienced by guests (e.g., being scammed).  This was one of the worst experiences I've had as a customer seeking to bring an unethical practice to light.  Is this a common experience amongst airbnb users?  Does airbnb accept responsibility for the genuineness of ALL its listings?  Or is it pot luck for users navigating new listings?  

[Helen3]

Hi @Anita1478 

You can't leave a deposit on Airbnb are you sure you made the booking on the Airbnb platform.

if you were not happy with the photos or descriptions it would have been better not to book.

you can cancel penalty free within 48?hours of booking if over two weeks before the booking you why not do that.

not all hosts are verified . Even where they are it's at a fairly  basic level . 

if you are concerned about these issues it would have been better to book with a verified superhost with great recent reviews . As an experienced guest with 14 reviews I am sure you know that .

[Frances3408]

@Anita1478. Hi Anita, just checking, your complaint was about a property showing as live and unverified but lacking areas that you believe should have been met before it was to be verified?

Potential bookers could use the contact host button to ask further questions. Is this something you have tried to do?

From my experience some of the issues you mention may not be red flags or unethical at all. For example, there is a local listing a few doors down from one of mine. It has been listed for over three years yet has no reviews. I know it has hosted people. It is also listed on the real estate agents site (who are the hosts). There is no information about the host. I know the property exists and the photos are still indicative.

Regarding reviews, all reviews are initially published but a listing rating is normally only assigned to an ACTIVE listing after at least 3 reviews. Sounds like some confusion over information provided.

Your listing becomes ACTIVE (ie live) for bookings once Airbnb has verified- the extent to which it verifies I guess may not be the same for every host as you can see in that article it uses several different methods (not all). 

Was there something about this listing that you really liked? If not, I'd suggest choosing somewhere else you feel comfortable booking and asking Airbnb for a full refund stating you are not comfortable with the listing.

Lastly, you are aware that most Australian states have short term rental registration requirements so use the number to check with the state/city regulators. Or was this for an overseas listing?

Hope this helps. Good luck.