We have been with Airbnb for 4 years now, hosting a guesthouse in Bruges, and have been Superhosts since the beginning, with more than 250 excellent reviews. We never had major problems, and if there were, Airbnb was always very happy to help, we always got the help we needed.
Mid december, we had a group of tourists staying in our house. The guesthouse is connected to our private quarters with a hatch in our ceiling (their bedroom floor). The hatch lead towards our hallway and our house, but is always locked, to give our guests their privacy.
The guests arrived in the middle of the night after a visit to the Christmas market in Bruges, drunk, and a few hours after their arrival, they (or one of them) urinated on the hatch, which is in the corner of the room (I suppose still drunk). This caused a massive leak of urine in our private quarters, the sound of the water pouring down woke us up: it was leaking down the floor through our oak ceiling, along the walls, damaging lights, art, and everything on its path.
We got up, called Airbnb asking what to do, because these guests were invading our privacy, they said to go in and collect evidence (with our smartphones, filming the damage and taking pictures). Thus we did. We knocked on the hatch, while getting urinated on (7 months pregnant at the time), they mumbled we could come in, we opened the hatch and asked what happened. They denied what happened, although it was obvious…
I even wrote a post in the Community online, asking other hosts what to do. They told me to file a damage claim, which we did. We won the case quite rapidly, and got transferred around 2000 euros to cover for the damage, which was severe.
After that, our account was put on ‘inactive’ because the guests filed a complaint. We had no idea what it was, it must have something to do with us entering the room, but this was clearly a case of them invading our privacy instead of vice versa, and besides that, it was a massive leak, so clearly a case of force majeure, and Airbnb told us to go in and take pictures, which we did. We had no other option than to knock on the hatch and the guests themselves gave us permission to come in.
Yet, somehow, the revenge of a guest against a host who filed a damage complaint, is taken more seriously than a Superhost who has been with airbnb for 4 years. They say we breached their privacy while they were invading ours and Airbnb told us to go in. We even had the courtesy to knock and wait for their approval…
We are very sad about this, as shortly after, Airbnb decided to cancel all of our reservations, and even decided to ban us for life on Airbnb, with no possibility to create a new account.
When we called Airbnb, our cell phones did not get through, when we called with a different phone number (not connected to our account), the calls got through, but they told us our account manager was unavailable or out of the office. Yet, 2 minutes later, he was able to call our guests who were just checking in, to tell them they had to leave immediately as their booking was cancelled. ?!
I am curious to hear if anyone else has experienced this, if you google it you get different similar stories of superhosts getting banned for stupid or no reasons without even a clarification from Airbnb.
Is there any way to create a new account (I’m thinking about new IP address, new phone number, name, …?) or getting unbanned again?
Thanks for any help you can offer.