guest who NEVER stayed reported a false claim

[Linda4323]

AirBnb has unlisted my property because of a safety issue.

I got contacted by Airbnb support Oct 25th about a safety issue. Airbnb told me there was a reported gas leak in the kitchen. I did not get any such report from any guests, so Airbnb told me the reservation who had reported it. It was reported by a guest who had booked in August, and canceled Oct 2, 2023. Their stay was supposed to be Oct 20, 2023.

This guest never stayed on the property, yet they claimed there is a gas leak. My policy is super relaxed and I am super generous about refunds for canceled stays, but maybe the guest did not know this and made a false claim to get a full refund. I have never denied a refund for any of my guests who canceled.

I told airbnb that this guest never even stepped foot on the property, so cannot have reported a gas leak in the kitchen.

Airbnb said they need a report anyways (knowing this is a false claim by a guest who never stayed).

I called PGE, our gas company to tell them to investigate a gas leak. They came out within 10 mins because they treat these very seriously. I cannot lie to them, so I told them the truth about a report of a gas leak from an airbnb guest who never stayed on the property. They were NOT happy about coming out, but they did a full check anyways and did not find a single issue.

There was a guest staying, so I had to incovenience them for an hour today Oct 27, 2023 so that PGE can come in with me to check everything. They shut off the gas and checked the entire proprty. I dont blame PGE, becuase they should thake these seriously.

I am upset because the guest was being very selfish in making a complaint falsely.

I am upset becuae AirBnb will not listen to reason.

I feel bad for PGE who had to rush out to investigate a false claim.

I feel bad for our current guest who was disrupted because of all this.

I have submitted the report of NO-Leak from PGE, and I am still unlisted as of now. I dont know who to escalate to. I called support, and support said they cannot do anything but wait.

So frustrating based on principal.

Anyone else experience this?

[Cheri354]

Wow~ I have no advice except keep documenting the event as it plays out. So sorry they literally put you on hold over nothing. I hope you hear back from support soon !

[Linda4323]

Thank you Cheri. I did get relisted a few hours after the gas inception was submitted. and Yes, I am documenting everything. Feel so powerless because it seems like Airbnb Does not read my responses and "copy-paste" a generic response.

[Cheri354]

I'm glad you're back in business !

[Elaine701]

@Linda4323 

Airbnb often behaves like a lobotomized government bureaucracy. This example is one of the things many seasoned hosts fear - being shut down for some completely irrational, nonexistent reason. And it happens more often than it should. 

Unfortunately, Airbnb is so popular that it runs circles around other platforms - and host businesses can quickly become dependent on it. Airbnb book you up before any other platform has a chance. So when you get delisted, you have to start from scratch on another platform. But far worse is when it has nothing to do with anything. Hopefully, you're listed on other platforms just in case... 

Sorry this happened to you. Hope this unnecessary nonsense is resolved soon. Hope it never happens to me. If it does, Airbnb will lose one of its most productive hosts. 

[Linda4323]

Thank you for your reply. I did get relisted a few hours after I submitted the gas report. They relisted with a warning that if they get another safety report, "we may remove your account from the Airbnb platform"

So silly.

[Breanna]

Hi @Linda4323 

I am so sorry to hear about this experience. I took a look and can see your listing is visible but wanted to ask if everything is looking okay from your side?

[Linda4323 · Accepted solution]

Yes, a few hours after I got the inspection, Airbnb Safety team did relist my property. They also gave me a warning that if I get another safety violation, "we may remove your account from the Airbnb platform".

This is upsetting because there was not safety violation to begin with.

[Zheng49]

It looks like that "We may remove your account from the airbnb platform" may be part of their template they use for all responses from the safety team. 

It seems to be a common tactic used by guests to get refund now. 

[Cirla0]

I did experience this. My ex guest did the same. Violated the Airbnb policy by making a false allegation about a gas leak. It was very stressful. Did you provide the documentation from the gas company to Airbnb? I was suspended for 7 days. The guest will continue using the platform. Airbnb noted on his account what happened. All because he wanted 35% money back because our building did have hot water, in 101 Fahrenheit weather. Airbnb and I offered 15% off and 100% money back if he would leave the property so he would feel comfortable. The guest said that I offended him. I apologized and he called the safety team saying that his life was in danger. The Airbnb ask him to leave the property and called the fire department. He didn't want to leave. Today, I am having issues with a lie on his review. He stated that he stayed with out hot water during nine days. He only stay with out hot water during one day. Airbnb removed the review, now they replace the review because he made other positive comments. So, the lie it doesn't matter to Airbnb. They don't want to loose a client. And the support team they are not in the same page. One removes it and stated that the review was misleading and thank you me for sending the evidences. Another ambassador replaces the review saying that one the host and the guest argues...they have to be transparent , when I never argue with no one. It's very stressful. Sty strong. I wish you the best. You are not alone. Best wishes.