Dear all,
I'm new here in the community chat, although we have been successfully cooperating with Airbnb already for 6 years and have a long track record of good reviews, also for almost all that time we were superhosts. Unfortunately, lost this status very recently.
I would like to seek advice here in community, how to deal with the situation if your profile was suddenly suspended after (in my opinion totally unfair) guest complaint. AirBnB has just accepted the complaint of the guest without giving us a possibility to explain the situation. During all 6 years while we are hosting, we experience such situation first time, that no one contacted us from AirBnB.
The story is that recently we had three guests staying in our apartment, after checkout, our local assistant/cleaner found the apartment in a complete mess after a party. Dirty toilet, apparently someone felt sick, unwashed dishes in the sink, in some places the walls in the room were scratched and the plaster was knocked out, the electric plug from the garlands on the terrace was broken, empty bottles, cigarette butts, traces of shoes on the table, and one pillowcase was missing. The cleaner wrote to the main guest via WhatsApp asking him where could be the missing pillowcase and pointed out to the mess. The guest felt personally attacked and answered mocking that it has been paid for everything and it’s a cleaner’s job to clean up and not to point out the mess. As an answer the cleaner sent him some pictures, so they had a correspondence, after which our profile was immediately blocked by AirBnb until October the 17th.
I agree the guest paid a fee for cleaning but after such mess you need an extra-long cleaning, you have damages, and the guest doesn’t respect the manual work of a cleaner, doesn’t respect the someone else's property, and broke the rule no parties in the flat. I suppose if the guest would stay at the hotel, the hotel would extra charge him for it. I admit that the helper shouldn’t have contacted him on Whatsapp at all but should have given me the chance to manage it on AirBnB platform.
So after our profile was suspended, I immediately wrote to AirBnB support and described the whole situation, attaching pics, and kindly asked to look into the situation, especially in our suspension. It’s very disappointing when a random guest can destroy your long year work just in one step, while he can then create a new profile in the system and start all over again.
Unfortunately, we haven’t got any reply yet from AirBnB, the case was silently closed. We could re-start our profile again after temporarily suspension but we feel so bad about the situation, does it mean that next time our profile will be just deleted and we can't protect our reputation from such guests ? What should we do now, how we can get an answer?
Please help.
Best Regards, Konstantin and Michael
