It is really infuriating and irresponsible to unreasonably block a Superhost. After a crazy guest stayed in my apartment for four nights, I experienced the worst nightmare that I ever experienced in my whole life. This guest considered my place – for which she paid 15 USD a night – a 5-star hotel; she kept calling me to repeat her questions, and asked me to move her luggage (I’m a girl too – not her porter). What’s worse is that she knocked on my door in the early morning, claimed I didn’t give her the keys that first morning, and shouted at me. After a while, she found the keys in her luggage.
This was a really horrible experience. I was worried she would make more trouble, so I called Airbnb to see if I could cancel her booking. They expected me not to cancel and convinced me to continue to host this horrible guest.
The last night, I heard her moving things in the sitting room. I got really worried she would do something weird, so I got up and asked her if she was checking out or something. She just ignored me and then said, “I paid to live here; I will check out anytime I want. It is none of your business.”
I told her, “Sure, it matters to me, because this is my home!”
Then she started to call me a psycho and even attacked me, saying that I have a bad relationship with my colleagues, which was really crazy. I really couldn’t put up with her anymore, so I called Airbnb again to ask if I could still cancel her booking. I refunded the guest to check out earlier in the morning, at 5:00 AM. At 4:40 AM, she locked the room of her door and prepared to leave. I got really worried she would just leave with my key after the four nights of this nightmare experience with her. I asked her to leave the key, otherwise she couldn’t leave. She went to her room, and after ten minutes, the police knocked my door.
She called the police and lied that I threatened her safety. I was the one who got worried about my safety, since she’s much stronger than me and good at lying. As I explained everything, she was still calling my name and screaming. The police understood everything and asked her to shut up and not disturb the neighbours, and then they left. She asked my doorman to move her luggage and kicked my door when she left. When she returned the keys to me, I realized there was only one key for the bedroom left, when I gave her three keys at the beginning.
I thought my nightmare was over, and didn’t want to go after her for the missing keys anymore. I just wanted peace. In the afternoon, I found out my account had been blocked by Airbnb. I had been managing this account on Airbnb with all of my effort for a year. Until this crazy guest showed up, I had all 5-star reviews, and I had already been made a Superhost. I called Airbnb three times with no answer. After a few days, I got an email saying that I have been blocked without any explanation. I don’t understand how they can do this.
”the claim can be verified or proven false.”
What I can do, the guy called Airbnb, police never come. I didn’t call it. I don’t have a police record, but also he doesn’t have it. why they suspend me? What will you do if you are saying guest to leave the house and he is starting yelling at you?
i gave him cash and Airbnb refound. it was 10 dollars per night.
I had the same situation. Not super host, but working with them for many years with many units. I am a budget place and I had a problematic guest who started yelling at me in my house. I kicked him out and he complains. He said he is insured or whatever, police never come. No any prove.
I chat with the Airbnb moderator, but never on the fone. I was so pissed of that I am the victim here.
I want profile back, as I use it as a business.
Any suggestions?
I worked for Airbnb for over two years and think I can explain your being blocked as I am intimately familiar with their policies.
If your guest called them (as she did the police) and said that you had threatened her safety, the procedure is to immediately prevent the accused person from renting to anyone else until the claim can be verified or proven false.
As the person above me said, if you provide a police report this could be fixed for you. But only if you get through to the right staff member as a lot of them won’t care and will use the company policy as a way of not having to deal with your claim.
My advice is to hang up and try again until you get through to someone with an Irish accent, the office there is extremely strict on following full policy so you know you will at least be heard.
Hi Nick – I am in a very similar position – but every time I call airbnb, the call is answered by someone in Malaysia or the Philippines and I’m informed that a ‘case manager’ from the safety team is dealing with them but the team do not accept inbound calls.
Is there an offiicial email address where I can contact a team from the Ireland office? We are based in the UK so wouldn’t be out of the question. Our account has been blocked for nearly 2 weeks now with not a single update, explanation or acknowledgement from Airbnb staff.
Lucia said: “I asked her to leave the key, otherwise she couldn’t leave.”
IANAL but If you prevented someone from leaving because you suspected that they had your property, you may have engaged in false imprisonment. It is reasonable that AirBnB would disassociate with you because you engaged in a potentially unlawful activity. they saw the potential for more risk exposure and decided to not to take that chance.
Omg !! We just got out of having our account suspended because of a crazy lying guest too and had to fight to reactivate it to, but your story is way worste then ours !! And only for 15usd/night that you refunded her !
Dont know if it can helped but ask for the police report in hope that the police officers wrote down that she was the insane one so that airbnb could reconsider.
You didnt filmed her bad behavior ? Never hesitate to do so…