I am EXTREMELY upset to have my Superhost status withdrawn and not to be able to talk or correspond with a real person about this!!! I worked extremely hard to earn this status and to have it revoked by an ‘automated system’ without any chance of explaining or reasoning with a human being is VERY cruel and unfair!
Due to a calendar synchronisation issue beyond my control, a self-confessed 1st-time AirBnB user obtained dates that were booked on another web platform just minutes before. They accepted my explanation and chose other dates but refused to reschedule on the AirBnB site, insisting that I must block the new dates on my side until they received a full refund from AirBnB (despite me offering to pay them any cancellation charges).
On their request, I spent hours researching and suggesting nearby hosts for the days before their rescheduled visit. Their expectations were very specific, demanding and unrealistic (to be the only guests on a large property with stunning mountain views and 24/7 host support, between our location and the nearest airport). After ignoring two messages asking if they got their refund from you, they acknowledged that they did.
Then over 3 weeks they ignored messages suggesting other places to visit before coming to our place and asking if they were ready to book the rescheduled dates on your site - meantime I kept their dates blocked on our system, declined direct requests and lost several potential bookings. Now they finally replied that they will not take up the rescheduled dates, for unrelated reasons of their own. I can prove all the above with the WhatsApp correspondence between us.
Today I get notified that I lost ‘superhost’ status.
What makes matters worse is that we only host one group at a time (we are not a resort, but a ‘retreat’ as the name of our lodge implies).
Up to now I was proud to be associated with AirBnB and had only good things to say to anyone who cares to listen. But does AirBnB care to listen? I hope they surprise me by engaging in this matter on a human level…
Until they do, I can not in good conscience continue to recommend AirBnB as a hosting platform.