Sorry Jay I inadvertently copied your message and reposted. my apologies.
Apparently it is possible to re-list under Traditional Hospitality - which seems contradictory - but we have no idea how to do this and this option was not put forward to us first.
When we tried to complain about this, we spoke to another Airbnb employee on the telephone and they said they would refer us on to a 'dedicated team' and that they would call me on my mobile. When I checked the e.mail thread several hours later the case was listed as 'closed'. No-one had called on the mobile. We wonder if the case was simply referred back to 'Jay'.
Is anyone else going through this experience? Its definitely a first for us with Airbnb, until now the Customer Service was excellent. And here is the nonsense about this being 'resolved' ....
Hello Jay
Exactly the same has happened to us: You will see at the bottom of my complaint, which I had already listed, Airbnb have placed a note saying it is 'Resolved'. It isnt! This is what happened to us:
For several years without incident or complaint we have occasionally hosted small weddings and family celebrations for residential guests at our 5-star AA listed property. We have a lovely riverside location and a small marquee and we are fully insured to do this.
Despite having a strong policy (which is printed in our listing details) regarding noise and outside lighting at night, even insisting on only hand-played non-electronic music, and that all events stop before dark, a person at Airbnb called 'Jay' peremptorily delisted our property for a month under a regulation to do with 'party houses' claiming :
"We have determined they contain advertisement or promotion of unauthorised party or party-friendly space(s)."
This arbitrary behaviour, after years of being a Super host, is extraordinary. We have never held an 'unauthorised party' and would have no benefit from doing so.
This decision was sent to us by e.mail at 08.26
We wrote to complain immediately - which took a few minutes
At 08.57 Jay wrote back
"We have decided to uphold our original decision and we consider this decision final."
Clearly there is no 'we', this is one person making the decisions.
Apparently it is possible to re-list under Traditional Hospitality - which seems contradictory - but we have no idea how to do this and this option was not put forward to us first.
When we tried to complain about this, we spoke to another Airbnb employee on the telephone and they said they would refer us on to a 'dedicated team' and that they would call me on my mobile. When I checked the e.mail thread several hours later the case was listed as 'closed'. No-one had called on the mobile. We wonder if the case was simply referred back to 'Jay'.
Is anyone else going through this experience? Its definitely a first for us with Airbnb, until now the Customer Service was excellent. And here is the nonsense about this being 'resolved' ....