I am not the first and I most definitely will not be the last to write a post about this however I'd like some reassurance/advice.
We have our property listed on Airbnb and have had 5* reviews from all guests, unfortunately a group of people sadly lied to us and stated that their booking was a family gathering when in actual fact it was a stag do. Unfortunately our property that we have put so much time and effort into ended up being completely trashed, it was absolutely heartbreaking to the point where I suffered ongoing anxiety and distress from the situation. There were quite a few damages/extra cleaning charges which I reported to Airbnb and we had a manager that was investigating the case.
I chased them up last week for an update on what is happening and got a response on Sunday night saying that they are nearing the end of the investigation now and it shouldn't be too long, however the next morning our account has been suspended. I cannot accept new bookings or contact guests however it seems that future bookings are still going ahead - we have had a guest arrive today.
I also haven't received any communication as to why the account has been suspended so I can only assume that it's due to this case?
I have contacted Airbnb and the manager looking into the case however I haven't received a response and it's so distressing.
Please can someone offer some advice? I just want to see a light at the end of the tunnel.
thank you,
Sophie
