Our STR lawyers represent hundreds of Airbnb and VRBO Hosts, many of which have 5-star ratings or are super-hosts. Airbnb’s “Trust and Safety” team is reviewing, suspending, and terminating Host accounts without notice, cause, or any explanation as to why they are being kicked off the platform. Calendars are being blocked and future reservations canceled. In many instances, these reviews are occurring because of false, defamatory, or bogus guest complaints, and sometimes as a result of extortion by guests seeking refunds or trying to avoid bad reviews. We have clients whose accounts are being reviewed, suspended, or terminated because they filed legitimate Host Gaurnateee claims which Airbnb wrongly disputes. Our attorneys have worked with Hosts who were removed from the platform, and Airbnb thereafter admitted that they made an error before reactivating their accounts.
An Airbnb host who is suspended can still make contact with Customer Support. Emails rarely work, as Airbnb simply sends you an automated response with no explanation, reason, or justification. You should always call Customer Support, ask to speak to the Trust and Safety Team, and open a line of communication.
Trust and Safety will rarely tell you ‘why’ you are suspended or being terminated. Sometimes, a Host will know what the areas may involve, because of prior communications with a disgruntled guest. If the guest threatened you with extortion, or otherwise engaged in bad behavior which violated Airbnb Terms o Service, you should make sure the support representative is aware of these facts. IF you can not guess the reason why Airbnb is suspending your account, placing it ‘under review or terminating your account, then you are likely without any leverage to keep your account active.
Our Airbnb lawyers have received numerous complaints by Hosts who suspect that they were terminated because they filed a large Host Guarantee claim or numerous legitimate claims. Airbnb can not terminate your Hosting Account because your filed legitimate Host Gaunree Claims. This is a breach of Airbnb’s Terms of Service.
There are other consequences to removal. When you are no longer able to log in to your account, you can not mage existing reservations, receive earned payouts, or obtain your tax information. If your account is suspended, your calendar will be locked and you will not be able to accept any more bookings.
If your Hosting account has been affected by a false Airbnb Trust and Safety team or VRBO decision, contact us also we can review your matter. While VRBO and Airbnb retain some discretion over account termination under the Terms of Service, Airbnb can still be liable for breaching the Terms in certain instances of account removal or termination.
