Airbnb account suspended

Am4
Level 2
Thailand

Airbnb account suspended

Hello there! 
I've been hosting on Airbnb for almost 6 years. And I am also a super host with many good reviews. But recently they just suspended my account and all my listings are suspended which means I can't get any new reservations and also to receive my payouts.! Yes I have contacted airbnb support many times through app and call center! Nobody gives a me a straight answer and now my case is still open after a week! But no results! Seems like they're just ignoring me! I thought super hosts have bonuses and better support! But now I understand what is the bonus for super hosts to close their accounts! So nobody sent me any notifications or email why my accounts is suspended. And the guests currently staying in my places but airbnb hasn't released my payouts also for those reservations. On the other hand my calendars are linked and syncing with different platforms and airbnb cause other platforms calendars to be blocked too. 
anyone had the same experience ever ? I appreciate if someone can tell me what's going on here?!! And what's wrong?

looking forward 

12 Replies 12
Anton5601
Level 2
Makati, Philippines

Almost the same scenario with our listings' primary host (3 year Superhost). A bad guest verbally attacked us in the Airbnb chat. We reported the matter to Airbnb after which, the primary host's account was suspended by Airbnb for alleged violation of the non-discrimination policy. The funny thing here is that the primary host did not have any communication with the said guest. Airbnb won't budge and ignored all her pleas and requests for the alleged statement she made that they found to be in violation. They won't be able to give any coz there is none. Her only recourse is to say that she had read and understood Airbnb's non-discrimination policy. She then got an email a day or 2 later stating that her suspension has been lifted with a final warning that she should not violate the policy anymore.

 

However, even after that, she still can not re-list the all of her listings. They were then pointing to a technical error. It took more than 2 weeks more before she was able to host again. She sent several emails to Airbnb asking for the details on why her account was suspended and repeatedly asked for an impartial investigation but did not received any response. Finally, yesterday, she received an email below:

 

**

 

Then the same Jamal emailed me (the co-host) informing me that my account is suspended. I requested for the statement I made that he found to have violated the non-discrimination policy and asked for due process but to no avail.

 

There is no apology, no nothing for the 3 weeks of pain, anguish, sufferings and financial losses we had suffered for the 4 listings that they unjustly suspended.

 

We were bullied by a bad guest only to be bullied again by Airbnb.

 

 **[Private conversation removed in line with the Community Center Guidelines]

Jenny
Community Manager
Community Manager
Galashiels, United Kingdom

Hi @Anton5601 

 

I can see that the situation has already been escalated within Airbnb for you, so hopefully you'll have a resolution to the situation very soon.

 

Jenny

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This is all a bit scary to read... I reported a guest who did damage to my place.  Airbnb resolved the claim but the listing involved now has almost no views compared to other listings in the area.  I hope that this is nothing more than a coincidence and that there's something that I can do to address the issue.  That said, after reading these posts, I'm wondering if my listing is being penalized for reporting a guest issue?  Have others experienced this?  

Bhumika
Community Manager
Community Manager
Toronto, Canada

Hi @Ben688 ,

 

I can understand why this might be concerning for you and that  It's natural to feel uneasy when you notice a significant decrease in views for your Airbnb listing.

However, I would like to assure you that it is unlikely that Airbnb is penalizing your listing for reporting a guest issue. 

You might like to have a look at a few Resource Center articles that outline how to improve your listing performance and how search works on Airbnb

I hope you find these articles useful!

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Thanks so much @Bhumika !  Appreciate the reply and the links / resources.  Very helpful.  Thx again!

Jenny
Community Manager
Community Manager
Galashiels, United Kingdom

Hi @Am4 

 

I've escalated the details of your post within Airbnb to see we can get an answer from them.

 

Please bear with us for now and someone should be in touch soon.

 

Jenny

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No update! Nothing new! Nobody solved my issue yet! Only difference is more guests checked in and more payouts I haven't received!!!

Gillian166
Level 10
Hay Valley, Australia

@Am4  unsync your calendars immediately, surely you can do that manually? or pause those listings and set up new ones on BDC or vrbo or wherever. 

Yes I definitely did it! Already I unsynced my calendars. Just blocked the dates on other platforms which have reservations from airbnb calendars. And have my lawyer to follow up my case the airbnb took my money and payouts for the guests already used and are using my apartments currently. And haven't paid me on time yet. Also joining on bigger and more professional platforms. 
thanks for your feedback anyway. 

Amaraporn--Ra-0
Level 1
Pattaya City, Thailand

I send feed back to Airbnb to improve about this issues , we need to get any notice or any communication before suspension and have a good response to solve a problem as we are good partners and work with growth mindset ,it’s concern income / payment and the most important we lost loyalty and trust to Airbnb , the only one platform that’s we working as partners for 6 years  it’s can be better & standardize 

Holly667
Level 2
Blacksburg, VA

I was recently suspended for what airbnb says is unpaid balances on stays from LAST YEAR! I paid all of these LAST YEAR and these turned out to actually be REFUNDS airbnb owes me and cannot pay because I closed the credit card I had used for those bookings. I cannot talk to ANYONE who can help me - they keep saying they will escalate this and I get nothing.

 

Any advice about how to talk to a supervisor or someone from the "special team"?

 

I started out very polite but am a raving lunatic now - trying to set up a VROB site while mine is suspended and if it goes well, I'm getting off airbnb altogether.

Jenny
Community Manager
Community Manager
Galashiels, United Kingdom

Hi @Holly667 

 

I'm really sorry to hear about this.

 

I know the last thing you want to hear is "we'll pass this to the team" - but unfortunately in this case it's the right thing for us to do - so I've gone ahead and elevated your concerns and asked to be kept updated about the situation until we know you've got a resolution.

 

You'll hear from the team once they've had a chance to investigate - if I hear anything useful back then I'll make sure to contact you.

 

Jenny

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