Post by High Priestess on Oct 5, 2015 1:33:01 GMT
Maria shared in AUGUST 2015
Help! Airbnb delisted me.
My September reservation contacted me to say she received a cancellation notice. I opened my Airbnb app on my phone and it looks like I've been delisted. (The app won't allow me to reactivate my listing). I have not received any notification from Airbnb. The only activity I've had recently was agreeing to the user agreement this morning. Did my agreement mean they could delist me and cancel my reservations for no reason?!
Keith:
This is odd. Even in your reviews IR doesn't show the listing the review was for.
First check your spam folder just in case something is there.
Next. Call (don't email) customer service. And ask for an explanation.
I wonder what they're doing for the displaced guests? If they just got a cancellation notice and not a call or email offering to help them regime that's pretty aweful.
So let us know what CX says and if you can't get through or have issues please report back.
Maria:
Thanks Keith. I found the email from airbnb. They say they've "reviewed your account and has determined it necessary to remove the following listing from our platform:
"SOMA Loft in San Francisco"
(https://www.airbnb.com/rooms/960647)
As you may know, we frequently monitor the site for quality and always reserve the right to remove listings that do not provide the type of experience expected by our guests or the surrounding community.
We hope you understand that this decision is exercised at our sole discretion. Furthermore, we kindly note that we are not liable to a user in any way with respect to deactivating or canceling his or her account, as you agreed in the Terms of Service that Airbnb may in its discretion, “and without liability to you, with or without cause, with or without prior notice at any time (a) terminate these Terms or your access to our Site, Application and Services, and (b) deactivate or cancel your Airbnb Account.”
Effective today, you will not be able to book new reservations through the Airbnb platform for listings at these addresses."
All my recent guests have reviewed me and they are all 5 stars. Everyone has thanked me and told me how much they enjoyed staying at my place. My cancelled reservation is someone coming to SF for the Dreamforce conference in September. Airbnb is paying her a small stipend that isn't near enough to cover the cost of a hotel in SF, near Moscone, that week.
I tried chatting with airbnb, but they told me that the only way I can respond is to the email that was sent to me this afternoon. I replied less than an hour after receipt, but have not received a response and imagine I won't until next week.
This must be a mistake -- I own my home, and only host short visits, mainly in summer (I'm a teacher). I have never received a complaint from a guest. I believe I am exactly the sort of host airbnb desires.
I will keep you posted once I hear back from airbnb. Has anyone else been de-listed recently for no apparent reason?
Michael:
That's odd, Airbnb should at least give reason. Keep contacting Airbnb until you have an answer or get your listing back online.
Kate:
Hi Marcy, did you have a registration number in your listing?
Drew:
Are you able to book as a Guest?
This is very fishy and smacks of a platform glitch. I hope you get it sorted as it's obvious you're a great Host, from your reviews.
Maria:
I am still waiting for a response from airbnb. When I tried to "chat" with them they said my only recourse was to respond to the email. I am still waiting for a reply to my email. I did not have a registration number in my listing. I can't imagine they are going to delist everyone without a registration number listed as that would destroy their business, but who knows? It just seems coincidental that they delisted me only hours after I accepted their new user agreement. I will keep everyone posted.
Alison;
Humm. Maybe it is the lack of registration.
Laura:
Maria, is there a reason u haven't registered? It sounds like u would qualify. This type of de-listing
action is exactly what will happen to anyone who has not yet registered if ballot measure happens this fall. I hope everyone realizes how impt it is to register.
Maria:
Yes, I know I should have registered. There is no point now. Let all of the non-registered hosts be warned. You may be suddenly and unexpectedly de-listed by airbnb if you agree to their new user terms!
Alison:
Really, there is no point now? That sucks.Is it not allowed in your building because someone was saying they got a big fine
from the condo association saying, etc... etc..
Sandra:
I just got a message that Airbnb's Quality Team delisted/terminated my account. It didn't really tell me why. I have not registered because I am not doing short term airbnb, only accepting guests who stays 30 days or more. I don't think I need to register. I just replied to the email they sent me and asked for why I got delisted. Did you find out, Marcy?
And also, I own my condo, so I am not sure why I got delisted. Any information would help. Thanks.
Maria:
I have not received a reply to any of my emails. alison, there is no point, because it would seem we have no recourse if they won't respond. It's time to say farewell to airbnb (as a host) for me. @ Sandy, I'm just curious... did you just recently agree to their new terms? I don't know about you, but I feel insulted. I really did try to treat every guest as I would a friend, and make sure my place was clean, stocked, and comfortable. I think this is a really lousy way for airbnb to treat the people who take all the risk to make their company succeed. The very least they can do is provide an explanation.
Sandra:
yes, i recently agreed to their new terms. have you had any issues with your recent departed guests? i provided some negative reviews to my most recent checked-out guest due to the condition of my place that they left behind with some damages and missing item. the issue is still being resolved. the guests would pay, and i am leaning toward just dismiss it because i am getting a bit of tired dealing with it. but i was wondering if the guests filed any complaints about me privately to airbnb without me knowing, but it shouldn't lead to me getting delisted. regardless, they should provide reasons why airbnb is delisting hosts. i am going to contact airbnb again and hopefully to hear something back, if not, yeh, i am thinking to stop using airbnb for good.
Alison:
I think you will hear from them in time because they haven't delisted you from this group. Everyone needs to register.
Keith:
I was told that Airbnb has not delisted anyone for not having an STR permit (their position is that its not their responsibility to do this type of enforcement) . also that no hosts were delisted due to new terms.
Anyone De listed would be for reasons specific to that host/listing.
While this doesn't help those in this thread gain understanding why you were delisted it hopefully will stem speculation.
Drew:
Keith, thank you for doing some digging/sharing. Would you be willing to tell us who told you this? Or, at very least the dept/seniority of the individual. Reason being, we know that frontline CX ops will tell you something different/inaccurate depending on what day you call/who you get/*.* and if it came from CX, this response is to be questioned for veracity.
Regardless of the reasoning, this is another example of very bad form on the part of airbnb. Why the company continues to promulgate this insular culture around Host comms really baffles me. Especially for something as flashpoint-y as delisting Hosts (and from what it appears, not the 'bad actor' Hosts neither). What would be better is to send a notice to Hosts informing us of any new policy around delistings, the timeframe for commencement, the process for delisting and any means to remedy/make changes to maintain/ get listings back online for the community.
And, from what another delisted Host has dug up, quite possibly another case of system/policy execution error: www.airbnb.com.au/groups/51/contents/163083
Sigh.
Keith:
I had an email exchange with someone from engineering and hospitality. They followed up internally with the specific department that handles delisting and said the reasons were specific to the hosts and they didn't de-list for general reasons such as a missing permit and definitely not related to accepting new T&C's.. likely the timing was just coincidental. They correctly wouldn't give me more information, but assured me there wasn't a change in policy regarding permit's, etc.
I did express that it was a concern that people didn't know why they were de-listed and this would create fear, uncertainty and speculation, so hopefully that message was well received.
Maria:
Thank you for all the information Keith and Drew. I still have not heard anything, in spite of my repeated emails. It seems that Sandy and I are having similar experiences. The email notifying me of my de-listing was even from the same guy, Noah R. I still think he made an error. I have been reviewed by every single one of my last 13 guests and they are all very positive. I received an inquiry today from a previous guest who wants to return. I had to tell him I had been de-listed. I agree with Drew that there should be a better process in place. There isn't a lot of support from airbnb for most glitches and errors. I have had issues where they have mistakenly undercharged a guest, or forgotten to pay me until I ask them where the payment is 3 weeks after the guest departed. They need to own their mistakes, apologize and fix it. If I was de-listed for a problem specific to me, I would like to know what it is.
Help! Airbnb delisted me.
My September reservation contacted me to say she received a cancellation notice. I opened my Airbnb app on my phone and it looks like I've been delisted. (The app won't allow me to reactivate my listing). I have not received any notification from Airbnb. The only activity I've had recently was agreeing to the user agreement this morning. Did my agreement mean they could delist me and cancel my reservations for no reason?!
Keith:
This is odd. Even in your reviews IR doesn't show the listing the review was for.
First check your spam folder just in case something is there.
Next. Call (don't email) customer service. And ask for an explanation.
I wonder what they're doing for the displaced guests? If they just got a cancellation notice and not a call or email offering to help them regime that's pretty aweful.
So let us know what CX says and if you can't get through or have issues please report back.
Maria:
Thanks Keith. I found the email from airbnb. They say they've "reviewed your account and has determined it necessary to remove the following listing from our platform:
"SOMA Loft in San Francisco"
(https://www.airbnb.com/rooms/960647)
As you may know, we frequently monitor the site for quality and always reserve the right to remove listings that do not provide the type of experience expected by our guests or the surrounding community.
We hope you understand that this decision is exercised at our sole discretion. Furthermore, we kindly note that we are not liable to a user in any way with respect to deactivating or canceling his or her account, as you agreed in the Terms of Service that Airbnb may in its discretion, “and without liability to you, with or without cause, with or without prior notice at any time (a) terminate these Terms or your access to our Site, Application and Services, and (b) deactivate or cancel your Airbnb Account.”
Effective today, you will not be able to book new reservations through the Airbnb platform for listings at these addresses."
All my recent guests have reviewed me and they are all 5 stars. Everyone has thanked me and told me how much they enjoyed staying at my place. My cancelled reservation is someone coming to SF for the Dreamforce conference in September. Airbnb is paying her a small stipend that isn't near enough to cover the cost of a hotel in SF, near Moscone, that week.
I tried chatting with airbnb, but they told me that the only way I can respond is to the email that was sent to me this afternoon. I replied less than an hour after receipt, but have not received a response and imagine I won't until next week.
This must be a mistake -- I own my home, and only host short visits, mainly in summer (I'm a teacher). I have never received a complaint from a guest. I believe I am exactly the sort of host airbnb desires.
I will keep you posted once I hear back from airbnb. Has anyone else been de-listed recently for no apparent reason?
Michael:
That's odd, Airbnb should at least give reason. Keep contacting Airbnb until you have an answer or get your listing back online.
Kate:
Hi Marcy, did you have a registration number in your listing?
Drew:
Are you able to book as a Guest?
This is very fishy and smacks of a platform glitch. I hope you get it sorted as it's obvious you're a great Host, from your reviews.
Maria:
I am still waiting for a response from airbnb. When I tried to "chat" with them they said my only recourse was to respond to the email. I am still waiting for a reply to my email. I did not have a registration number in my listing. I can't imagine they are going to delist everyone without a registration number listed as that would destroy their business, but who knows? It just seems coincidental that they delisted me only hours after I accepted their new user agreement. I will keep everyone posted.
Alison;
Humm. Maybe it is the lack of registration.
Laura:
Maria, is there a reason u haven't registered? It sounds like u would qualify. This type of de-listing
action is exactly what will happen to anyone who has not yet registered if ballot measure happens this fall. I hope everyone realizes how impt it is to register.
Maria:
Yes, I know I should have registered. There is no point now. Let all of the non-registered hosts be warned. You may be suddenly and unexpectedly de-listed by airbnb if you agree to their new user terms!
Alison:
Really, there is no point now? That sucks.Is it not allowed in your building because someone was saying they got a big fine
from the condo association saying, etc... etc..
Sandra:
I just got a message that Airbnb's Quality Team delisted/terminated my account. It didn't really tell me why. I have not registered because I am not doing short term airbnb, only accepting guests who stays 30 days or more. I don't think I need to register. I just replied to the email they sent me and asked for why I got delisted. Did you find out, Marcy?
And also, I own my condo, so I am not sure why I got delisted. Any information would help. Thanks.
Maria:
I have not received a reply to any of my emails. alison, there is no point, because it would seem we have no recourse if they won't respond. It's time to say farewell to airbnb (as a host) for me. @ Sandy, I'm just curious... did you just recently agree to their new terms? I don't know about you, but I feel insulted. I really did try to treat every guest as I would a friend, and make sure my place was clean, stocked, and comfortable. I think this is a really lousy way for airbnb to treat the people who take all the risk to make their company succeed. The very least they can do is provide an explanation.
Sandra:
yes, i recently agreed to their new terms. have you had any issues with your recent departed guests? i provided some negative reviews to my most recent checked-out guest due to the condition of my place that they left behind with some damages and missing item. the issue is still being resolved. the guests would pay, and i am leaning toward just dismiss it because i am getting a bit of tired dealing with it. but i was wondering if the guests filed any complaints about me privately to airbnb without me knowing, but it shouldn't lead to me getting delisted. regardless, they should provide reasons why airbnb is delisting hosts. i am going to contact airbnb again and hopefully to hear something back, if not, yeh, i am thinking to stop using airbnb for good.
Alison:
I think you will hear from them in time because they haven't delisted you from this group. Everyone needs to register.
Keith:
I was told that Airbnb has not delisted anyone for not having an STR permit (their position is that its not their responsibility to do this type of enforcement) . also that no hosts were delisted due to new terms.
Anyone De listed would be for reasons specific to that host/listing.
While this doesn't help those in this thread gain understanding why you were delisted it hopefully will stem speculation.
Drew:
Keith, thank you for doing some digging/sharing. Would you be willing to tell us who told you this? Or, at very least the dept/seniority of the individual. Reason being, we know that frontline CX ops will tell you something different/inaccurate depending on what day you call/who you get/*.* and if it came from CX, this response is to be questioned for veracity.
Regardless of the reasoning, this is another example of very bad form on the part of airbnb. Why the company continues to promulgate this insular culture around Host comms really baffles me. Especially for something as flashpoint-y as delisting Hosts (and from what it appears, not the 'bad actor' Hosts neither). What would be better is to send a notice to Hosts informing us of any new policy around delistings, the timeframe for commencement, the process for delisting and any means to remedy/make changes to maintain/ get listings back online for the community.
And, from what another delisted Host has dug up, quite possibly another case of system/policy execution error: www.airbnb.com.au/groups/51/contents/163083
Sigh.
Keith:
I had an email exchange with someone from engineering and hospitality. They followed up internally with the specific department that handles delisting and said the reasons were specific to the hosts and they didn't de-list for general reasons such as a missing permit and definitely not related to accepting new T&C's.. likely the timing was just coincidental. They correctly wouldn't give me more information, but assured me there wasn't a change in policy regarding permit's, etc.
I did express that it was a concern that people didn't know why they were de-listed and this would create fear, uncertainty and speculation, so hopefully that message was well received.
Maria:
Thank you for all the information Keith and Drew. I still have not heard anything, in spite of my repeated emails. It seems that Sandy and I are having similar experiences. The email notifying me of my de-listing was even from the same guy, Noah R. I still think he made an error. I have been reviewed by every single one of my last 13 guests and they are all very positive. I received an inquiry today from a previous guest who wants to return. I had to tell him I had been de-listed. I agree with Drew that there should be a better process in place. There isn't a lot of support from airbnb for most glitches and errors. I have had issues where they have mistakenly undercharged a guest, or forgotten to pay me until I ask them where the payment is 3 weeks after the guest departed. They need to own their mistakes, apologize and fix it. If I was de-listed for a problem specific to me, I would like to know what it is.