I have been with AirBnb for 5 months & have 86 percent occupancy through august 1. About a week ago a guy came to my house. I met him on the porch at 4pm. He seemed nice. I receive a message at 10.30 at night and he has sent photos claiming I don’t have a front door lock. (I do have a front door lock, his photo was of half the door. Bottom line. The case manager in charge has not contacted now in 96 hours. This seems highly unusual. I am a super host with 74 reviews of which 68 are 5 star. No bad customer interfaces. This guy has sabotaged me & I don’t know what to do because airbnb has cut me out. Anyone have suggestions. This is my worst nightmare & everything was going so well. I need help. Fast.
Face book and Twitter- they pay attention when it is public
Go right to the official AirBnB page on Twitter and post a short message. Air must have some new company contracting for customer disservice now, because yours is the second posting about this occurring in the past day.
Go to AirBnB and Facebook and post, and I’ll be they call or email you in very short time.
so what do I do. I twitter all my documentation? They are about to delist and I am 86 percent full for Chrissake! This was a total setup by labor union in Galveston which is essentially organized crime. How do I make it public so it makes sense, cuz it is sort of complex? Can you help me?
Did the case manager not follow up his call with an email? @johncragar so that you could email back a photo of the whole door showing the lock?
(I believe it is standard for Airbnb to email or post a reply on your Airbnb messaging system every time they contact you, so there is a record).
And when you didn’t hear back from the case manager, for nearly 4 days, did you not call them back to query why they hadn’t come back to you.
In your situation I would have called at least once a day. Why are they about to delist you?
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Assuming this all happened the same day, as you were able to meet & greet in person, were you not able to go back and show him the door lock in person to clear up his obvious confusion?
…or did he send his message at 10.30p.m. on another evening after he had already left? 
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“This was a total setup by labor union in Galveston which is essentially organized crime.”
Could you elaborate please? Why do they have a beef with you.
Upload your own picture showing that the door has a lock and post your concerns on social media. I had great results posting on Facebook. AirBnb contacted me that afternoon.
What I don’t understand is this - if you greeted the guest and did the house/room tour, surely you let him into the place using the lock? Or at least showed him the lock during the tour?
However, we’ll need a lot more information before we can say much about the situation; answers to the questions that other members here asked you in their answers above. What information did you give Airbnb?
In the future, make sure you are in all the major booking sites. HomeAway, Airbnb, booking.com, Craigslist, and actively growing a direct booking channel on your own.
Sometimes you are threatened with or temporarily delist. Don’t depend on one source.
When I have an issue I start with a message via the website on the reservation and provide any documentation requited. Images have to be sent via phone app. Then if urgent, I call too. I haven’t had to go the twitter route yet but I’ve heard it’s really effective.
At 9:33 on Monday I received this:
Hi John, this is Liz one of the Case Managers from Airbnb. This is in regard to your reservation with Lawrence.
We were informed that the listing is not suitable for kids. Our guest is concern about the safety of her daughter since there are doors that doesn’t have a door lock from the listing. They sent some photos of the listing which they took as soon as they arrived. We understand that some host might miss this part at times due to some urgent matters or emergencies that is why we want to hear your side about this matter. We also would like to ask what can you do on your end to fix this issue.
Please do know that your guest reached out to Airbnb to ask guidance on what they can do at this situation.
Thank you for involving us on this matter and I hope you can reply to this message as soon as you can.
I saw him at 4. He lied directly to airbnb at 10.30 the same day. He knew there were locks. He sent airbnb a picture of half the door. When I sent back photographs the next day, he was gone. Air BNB compensated him for his “dangerous” situation. & they still have done nothing to the obvious lies he told. The door is just one thing he lied about.
Think of this. He did not call me at 10 about problems. He called air bnb safety instead. He trolled me. A vicious guy. & now airbnb has gone silent with me.
I owned a restaurant. In Galveston, you are required to ask permission before you do this. I was unaware at the time. I sold the restaurant. Needless to say. The game is continuous.
I will do it. I already have the files. Thank you!
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He intentionally lied. He knew the lock was on the door. He used it. He did several things with photographs. I sent Airbnb the corresponding photographs with context. i.e. the whole door showing the lock vs. the half door with no locks. Airbnb still sided with Lawrence which becomes more odd because I am a super host with 69 5-stars in 74 attempts & Lawrence was a first time airbnb guest. He joined and then made a reservation with me on the same day. Any of this is enough to impeach him as a witness. I could send reams more, however, half a door vs. a whole door? A 7 year old could make the correct call here. & yet, best I can tell, Airbnb is on Team Lawrence.
good advice, klatches. thank you. I am in the process. It just seemed easier. Now it seems harder.
worked last night, the twitter, but the ball is still stuck. I will go facebook today. Thank you. John
This sounds like it was written by someone whose first language is NOT English. If that is the case, and it’s some airhead at a call center in India or the Phillipines, they probably don’t understand AirBnB policy and rules either.
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Ah. Sounds like there’s your answer. He’s a scumbag scammer who just got a free stay from you. Sorry, but these lowlifes are out there trying to game the system. We had someone (many years ago) get …almost an an entire week for free (5.5 days)…because she bitched to Airbnb about our “awful” place, sent in bogus pictures, etc. etc. yes, they gave her back 100% of her money and we were screwed for the remaining days she was supposed to stay with us. Horrible!!
The best thing you can do is send all pics of the locks and state clearly that you want it notated that the guest is a liar and a scam artist trying to get one over on Airbnb and also flag and block them.
Unfortunately, there are scammers out there and Airbnb is fully aware of this problem, but a an outsourced CS rep can’t be expected to know what happened. They probably are just sending out rote messages anyway.
If they do delist you, take the social media route and DO NOT STOP until you speak to someone in charge.