off platform violation letter

[Gigi155]

Today we received this letter ~ We’re reaching out because it appears you’re using your listing The Broken Arrow Camper Arizona Joshua Tree Escape to communicate privately with guests pre-booking and potentially book off of Airbnb.

But we have never accepted an off site booking or had any inquiries regarding one, so I am wondering if a nasty neighbor is trying to sabotage us? Or a past guest is lying? I am worried and confused. Our rental is  not in a busy town it is pretty much in the middle of nowhere so it isn't bothering anyone as far as we know. 

Help! 

[Iain173]

Can you publish the letter in full?

[Gigi155]

here it is: sorry it is copying strange because of the links so this is most of it! 

It has been resolved but next time a guest send me a text I will block it! 

Hi Gigi,

We’re reaching out because it appears you’re using your listing The Broken Arrow Camper Arizona Joshua Tree Escape to communicate privately with guests pre-booking and potentially book off of Airbnb.

Please be aware that our Off-Platform Policy prohibits communicating off of Airbnb. Our Terms of Service also prohibit requesting, making, or accepting a booking or payment off of Airbnb.

If your listing includes content that encourages guests to communicate or book off of Airbnb, please remove it within the next 7 days. Future violations may result in removal of your listing and termination of your account.

Arranging reservations or paying off of Airbnb is risky. Transacting through Airbnb provides you with essential Host protections we’ve incorporated in our platform including:

Thanks,

The Airbnb Trust & Safety team

[Els3384]

Hi,

I'm Els and have an appartment in the south of France. I received a likewise e-mail from **** which I thougy was spam, also accusing me of off-platform booking and texting to people before booking.

Further down there is like information about getting extra fees (which I completely do not need?!) and more upsetting things.

I do not do any of these, even my own son visiting had to book via Airbnb (!) because I want everything clean and transparent.

I called them and they said I needed to confirm my profile, it had no history ... I could not really understand this help desk person due to a heavy accent (very unfortunate) and then I realised it was not about me ... I'm almost 10 years on this site and have a long history. Season just started so impossible to have done things like this, considering the timeline as well.

I can say I did not take that well! And the call ended with "oh well Els it seems everything is all right don't worryl. 😵‍💫

But how on earth do these things happen. Algoritms??

[Alan440]

It's not clear - do you mean you're accused of having a listing on a different platform, or of communication outside of the app? Also , if the former, Did you check if your listing can been copied ? People have found their listings copied into other sites before although I don't know how often....

[Gigi155]

It was very unclear! I can post it. Basically from what I could understand , a previous recent guest sent them a screenshot of a text I supposedly wrote offering them to book off platform. I've never done that and try to discourage texts from guests. Now I have a firm "WE DO NOT TEXT" in my messages when they book. The airbnb rep thought it looked fake and said no actions will be taken towards us etc etc.. but seriously wth! 

[Helen3]

Hi @Gigi155 

difficult to comment based on the information you have provided .

how is the letter from ? 

Airbnb always communicates via their platform or via email  never by letter in my nine years of hosting . 

[Gigi155]

It was very unclear and sent from airbnb right after I received the airbnb "review guest message". I responded immediately and spoke to a rep pretty quickly..

. Basically from what I could understand , a previous recent guest sent them a screenshot of a text I supposedly wrote offering them to book off platform. I've never done that and try to discourage texts from guests. Now I have a firm "WE DO NOT TEXT" in my messages when they book. The airbnb rep thought it looked fake and said no actions will be taken towards us etc etc.. but seriously wth! 

[Emilie]

Hi @Gigi155, 

I can imagine receiving this letter was worrying indeed! Would you be able to tell us more about who it came from? Did you try contacting the author of the letter directly to gain more insights, whether that is Airbnb's customer support or another company or individual? If you can share a little more information with us, other hosts might be able to provide some advice. 🙂

Looking forward to hearing more from you! 

Thanks,

Emilie

[Gigi155]

Hi @Emilie  Thanks for responding! 

It was very unclear and sent from airbnb right after I received the airbnb "review guest message". I responded immediately and spoke to a rep pretty quickly..

From what I could understand , a previous recent guest sent them a screenshot of a text I supposedly wrote offering them to book off platform.

I've never done that and try to discourage texts from guests. Now I have a firm "WE DO NOT TEXT" in my messages when they book. The airbnb rep thought it looked fake and said no actions will be taken towards us etc etc.. but seriously wth! 

[Gigi155]

I know I am replying to myself but fellow hosts:

DO NOT ALLOW GUESTS TO TEXT YOU! 

For some reason although we have high speed internet and no cell phone problems, guests text us all the time. I even removed my number from our guide book and they'll look it up and text!.

Now I have a strict NO TEXTING rule because I have lost sleep over this! 

I must add the guest that I think had to have done, because I went through every guest in the past 60 days and had no problems with any of them,  this was a bi.ch and never even texted me or communicated during their stay. They left a mess and pee stain , (yeh) so I will wait the 12 remaining days to write their review but I am so mad!