I have been an Airbnb Super host since my first review in 2015. In April, two men checked in saying they were twins in town to meet sisters they had never met. I rent a lower level apartment in my home. Their three-night reservation began with a loud, drunken bash until 3:00 AM that included young women who apparently stayed that night.
The next day I warned them and asked that beer bottles and cigarette butts be removed from the back patio. Strangers began showing up on day two including a man and two young women. A young girl of twelve or younger seemed to be staying in the apartment with one of the men. I spoke with the guests about these issues. That night they were entertaining in the apartment including cooking dinner at 10:30.
When they checked out, I wrote an honest review, but when I read the guest review which was filled with lies, I reported it to Airbnb. Of course, whoever answers the phone has no authority. My next guests came, went, and left glowing 5-star reviews.
A week or so later, I tried to open my account to communicate with an upcoming guest and couldn’t. I called Airbnb, and the people who answered could not help. I called several times and finally learned that Airbnb had cancelled my guest without notifying me and was investigating me for safety issues. I got a threatening email from Airbnb staff who never followed through with contacting me as she said.
I called to question what was happening and got another threatening email from a different Airbnb staff person. It was stressful and chaotic, and later all my reservations were cancelled and my account blocked without any notice. I still do not know which guest said what, I can only assume it was the men who were so disrespectful and lied in their review, who were entertaining underaged girls in my apartment, who left the place a mess including the mattress off the bed, and food in the sink.
I’m wondering how to arbitrate this situation because as a retiree, the income is important, but also, the total disrespect of me as a money-maker for Airbnb is shocking. It seems that hosts, even excellent hosts, are easily disposable.