Maybe you need to spray him with the hose every time you see him wandering that way, like I train the cats not to use my veggie garden as their outhouse 
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Yes, you are correct—Airbnb is not our partner but I’ve done ok with their booking platform.
Agreed—This is the real issue. Then guest got greedy (or maybe opportunistic) with the offer of $100 off a future stay and decided they want it now so the major problems began.
Do you have the guests’ contact info?
Suggestion: text them directly
Sample wording: I apologize. Things seem to have gone astray. We enjoyed and appreciated you as guests.
You were working with my on-site co-host and it seems there was a misunderstanding. He is a little inexperienced and didn’t realize dropping off the toilet paper would be concerning.
He offered a $100 off a future stay. We are asking Airbnb to facilitate issuing a $100 refund from the stay you recently completed.
We hope you will book a future stay with us.
Take care. We hope to hear from you soon.
——
Send screenshots of the texts you sent to the guests & ask Airbnb to issue the refund
Someone on this site is going to warn you about refunds & setting inappropriate guest expectations. That’s ok-lots of opinions here so you can choose what works for you.
Co host made an expensive mistake. I suggest Pay the money & get your account restarted.
If Airbnb issues the refund, they will restart it otherwise they are out the money.
Don’t get wrapped up in the, “well he did”, “they did”, “Airbnb said” part of this. That is the past. The goal for today is to get your account reinstated.
Use this if you wish. Or don’t. It’s is a suggestion for resolution. I hope this goes well.
BTW we have all made mistakes. Those hard lessons are the ones we remember & don’t make again. Your co-host will never enter a rental without guest approval again.
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The hosts intention was “nice”. Their judgement and utter lack of preparation was insipid. The tragedy is the OP and her other clients were punished as a result. In her shoes, we would terminate the relationship with the host that caused this debacle. Some mistakes are trainable, others are too severe especially with gosh-knows how much revenue damage and lost bookings.
.
We can only hope the OP had all booking contact info recorded and rebooked the stays that Air so capriciously took away, especially as they should have recorded that she had nothing to do with it.
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To clarify, they shut my listings down for any future bookings… Existing bookings remained and I am able to communicate with them through the thread. It seems interesting to me that if they were really concerned that it was a safety issue why they would have let all of my existing bookings remain. It wasn’t a safety issue. Regardless of what this host did, it was not so egregious that it fit the consequence. You are correct in the fact that they should have just shut his listing down and not my entire account considering none of these listings have anything to do with the others and it is very easy for Airbnb to see that. They all go to different checking accounts as well, so this just became something personal At the point where the case manager just decided they were in a position of power and decided to wield it.
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How long have your future calendars been blocked? Are the listings visible to people who search now, but they can’t book? Have you convinced your owners to list on other platforms?
When I open up my account, it says that my listings have been paused. All future dates have been blocked out. All existing bookings are still in affect. I have moved my private listings to other platforms. So I get movement on VRBO from those, however I have not talked to my one largest client yet because I was hoping that Airbnb would open back up. That client just got a five month booking for over $80,000. And that was with a 50% discount for the monthly fee. She’s in Pismo Heights. She’s also restricted to only month to month bookings. I’m hoping that we’re good there for a while, but at some point if Airbnb makes their decision not to open my listings back up.… I will have to tell her will have to move her to a different platform as well if she wants to continue.
My listings are not even visible. It doesn’t show that the calendar has an end date for being blocked out other than when I look at my calendar setting it is blocked out indefinitely. I out of 21 listings I have moved all of mine and convinced all but two to go to other platforms. I have told one of the two which is the listing in question that he needs to just open up his own listing now. The funny thing is he’ll be able to go onto Airbnb and open up an account and be just fine with the lesson learned. Airbnb has a flaw in their system right now. They have all the information they need. They even started to get a little hostile with the guest for asking them to pullback his complaint, unrestrict my listings and message him when it has been done. They told him they will pull his complaint but not give him any further information on my account because It’s not his account. Then when I called and asked for information and told them it was my account, they refuse to give me any information saying these guidelines are internal and we don’t really have to tell you anything until we’re ready. It just seems like a very poor way to treat someone has been a super host with them with numerous listings and also turned many new hosts onto their platform. Several years ago I was interviewed by our local news channel end it a full 15 minute plug for Airbnb along with a friend of mine that I turned onto it. I got it up and running in our area. We live in a little lazy wine community that had no lodging. I guess I’m just baffled at this point
Help me understand. You originally posted as having an STR with a co-host. Now you’ve got 21 listings total with some being yours.
Are you working at a property management firm or doing arbitrage?
For Airbnb to shut down future bookings for 21 listings, sends the message, they are trying to get you off their platform. You’ve moved 19 of the 21 to a different platform, so it appears to be working.
This feels like there is a backstory.
Can you tell us more about your business model?
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So you’ve got 19 or so checking accounts in your Airbnb account? Unless you are a co-host for multiple disclosed hosts, I can see how this would appear sketchy.
Property management companies usually have funds go into their account for payment of expenses & any taxes not collected by Airbnb then remainder to owners.
I’m starting to understand why Airbnb shut down future bookings until they could research your case.
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You could try tweet & Facebook:
“Manage 21 properties. Airbnb shut down all listings because 1 inexperienced owner mistakenly entered 1 rental unit to drop off supplies with a guest in residence. Can’t get any info from Airbnb on reinstatement. Doing emergency switch to VRBO to continue operating. #AirbnbHelp”
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To be honest, I no longer feel much sympathy because of the 21 Airbnbs. Most communities are upset because many management companies are buying properties just to Airbnb them. I can undestand having a few but 21, to me, seems excessive.
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Pardon my ignorance but not sure what an STR is. I have two homes on Airbnb. I had a third on Airbnb Which was listed seven different ways. It was a huge home with lots of bedrooms. It was our home, And with so many bedrooms, we decided to open them up to guests. I had those listings in active because I was considering selling this home, So that accounted for nine of the listings. I had another friend going through a divorce, so I helped her list her home in the same fashion. I’ve already told her to just create her own account now because I don’t believe she really needs my help and can handle this. Ironically, my husband had our RV on the site and had recently put it to unlisted status because we were planning on selling that as well. The others I was managing as a cohost for clients. The point being this did not happen in any of my private listings, nor any of my other cohosts. A lot of people have lost work these days and have open their homes to try to earn the income back. One of them was a man that I work with at Hearst Castle. He’s the one that just decided to try to do everything right and made the mistake of going in when he shouldn’t have. He just wanted everything to be perfect. Nothing was moved touched or missing. It just seems as though it shouldn’t take them this long to do this investigation. It also seems as though all of these other listings should not of been affected by this. There is no more Backstory. I did screenshot all of the messages because the guest even sent me a letter that was sent to him by the case manager saying even though you’ve removed your report I’m back tracked it, we are not going to give you any information on this. The guest felt terrible after making the complaint. He had just wanted his bad review to be removed. I don’t like what he did, I don’t like with the cohost, but neither of them did what they did in malice And both have tried to remedy the situation. In the meantime all of these other people are impacted. Not to mention I can’t even get on as a traveler and book a stay to go visit my son in college. I’ll figure something else out, it’s just upsetting.
I’m not sure why they would want me off the platform. I’ve been a super host for upwards of a decade. I have 450 positive reviews as a host and almost 30 positive reviews as a guest staying in many countries and many different states throughout the US
Quite frankly, these are people that have lost their jobs and we’re losing their homes. I’m not impacted by this financially because my listings have been moved. I have two of them. One is my own home and the other is The home I gave birth to my children and I had a personal connection to it. These other listings are also just private homeowners. They are the ones that are impacted. I was really just trying to help people get on their feet. The cohosting situation is such that you can help another person to manage a listing when they are nervous getting started with a platform. That was my goal. I had the time. I donated it.
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Short Term Rental Is how I understand it
Er… going into your guest’s area. How do you still not see that?
Airbnb and all of the hosts here will not give you a pass because you bring in income to airbnb. As a co host you are responsible equally about what happens in your hundreds or thousands of listings. Your response to delisting of “do you know who I am” is a Karen response that will make any CS person use their limited powers to rid the world of one more entitled host.
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Thank you for your input. Spoken like someone who really does not know what’s going on but that’s OK. You’re entitled to your opinion. I do not have hundreds or even thousands of listings. If you had really been reading through the thread before making such arrogant comments, you would’ve seen I have two listings. The others are listings that I am managing for other people. I’m only managing the booking side of things. These are people that I was trying to help out. But that’s OK because you seem like someone who doesn’t really care about many other people anyway based on your Arrogant comments. It appears as though you are projecting rather than trying to offer any good suggestions. No one is looking for a free pass.
There was no comment or anything even resembling “do you know who I am” as you put it. I’m trying to help these people to get on platforms to earn an income for themselves. I see why you have a Muppet as your profile. I’d be ashamed if I were you too.
If you don’t have any kind advice to offer, I’d appreciate you not engaging in negativity. No one here is feeling entitled. But for a faceless corporation to suggest That communication is so important and not communicate at all with someone who’s been a host with them For so many years and a traveler, I guess I just would’ve expected more, but with people like you making comments like that it’s quite clear that you think this is all very acceptable. I do hope for your sake nothing like this ever happens to you and that they continue to communicate with you In the fashion that you have enjoyed. Have a terrific day try to be kind.
Well, Air doesn’t know what’s going on, either. And they do know that your co-host violated the “hosts don’t enter without permission” rule. Your hysteria and hounding them does not and will not help.
If you follow the one-sentence suggested Tweet posted here you might get a reply.
But that’s OK because you seem like someone who doesn’t really care about many other people anyway based on your Arrogant comments.
Why are you attacking those that are trying to help you? You are the one that sounds entitled, self centered, and selfish, which won’t get you far in this forum of candid opinions.
No one thinks Air’s action is acceptable, but you are refusing to accept how serious a violation of guest privacy and security occurred.
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Nobody ever said the advice here, which you apparently don’t want to accept, would be kind. Candid, yes, and that’s often not kind. Reality is not kind, either.
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@Heather_Joy, I agree with @NordlingHouse. And I’m going to offer two more pieces of advice:
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Make sure every one of your cohosts understands that entering the premises after a guest has checked in is a serious infraction that can lead to serious consequences.
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Write concisely. You started this thread with 1,539 words. It’s fine to write a lengthy draft, but then edit. Two or three brief paragraphs communicate far better. And when communicating with Airbnb, even three paragraphs is too much.
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