What to Do When Your Airbnb Listing Is Shut Down
Imagine this: it’s 5 AM, and you’re jolted awake by a frantic call. It’s Airbnb, informing you about a potential gas leak and that your listing has been suspended. Now, you’re facing lost income, a panicked owner, and a whole lot of questions. An Airbnb listing shut down is a host’s worst nightmare, and today we’re tackling it head-on, sharing my firsthand experience and exactly what to do if this ever happens to you.
As vacation rental hosts, Annette and I have been in the industry for over a decade. I thought I’d seen it all. But when one of our listings was abruptly taken down, we realized how important it was to manage such incidents quickly and calmly.
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My Airbnb Listing Shut Down: A True Story
My Airbnb Listing Shut Down: A True Story
Our story began with a terrified guest, convinced of a gas leak she detected at 4 am. She called Airbnb directly, not 9-1-1, nor me. Before we knew it, our Airbnb listing was suspended without any warning. Airbnb moved the guest without telling us where they went.
Our first priority was everyone’s safety. Our property manager (me) has strict protocols, so it wasn’t difficult to handle.
After confirming the guest’s safety at their temporary location, we promptly called the gas company. Luckily, after investigation, we confirmed that there was no true gas leak. Then, we reached out to Airbnb Support.
Navigating Airbnb Support
Dealing with Airbnb support during a listing suspension can be frustrating, but staying calm is essential. When you need something from customer service, speed and persistence matter.
A respectful attitude matters too. Provide evidence, especially about why the guest left. Ensure any reported issues are checked and professionally repaired. Don’t give support an excuse to think the guest was right.
Thankfully, our team is filled with trustworthy and committed members. We had to work around the clock with Airbnb customer support while still actively running the day to day of our co-hosting business. Our team consists of some fantastic independent contractors who jumped into action to keep us going. Check out our FREE Independent Contractor Agreement right here so you can build your team, too.
Why Having a Direct Booking Site Saved Us
This incident highlighted the importance of diversifying booking channels. Because we had our own direct booking website, we were able to recoup some losses.
Though our Airbnb listing was temporarily suspended, the direct booking site kept us afloat. This seemingly small detail made a massive difference to our bottom line.
What to Do If Your Airbnb Listing is Shut Down
An Airbnb listing suspension is stressful. But if it happens, these tips can increase your odds of resolving it quickly. I managed it, and so can you.
Immediate Actions
- Verify the reason for the suspension: Contact Airbnb Support immediately to understand why your listing is suspended. Addressing their concerns directly helps facilitate a quicker reopening.
- Address safety concerns: If the shutdown relates to safety (like our gas leak), take immediate action. Contact the appropriate professionals and keep detailed records of everything. From inspection reports to communications with Airbnb, thorough documentation is crucial.
Communicating with Airbnb
- Gather your documentation: Prepare all necessary documentation. This may include inspection reports, guest communication logs, and any evidence supporting your case.
- Be polite but persistent: Remember, support representatives are people too. Polite persistence helps. Clearly communicate the steps you’ve taken, without placing blame. Explain all the measures taken completely and professionally.
- Escalate if necessary: If the initial support representative isn’t helpful, politely ask to escalate the matter. Utilize the Airbnb Community Center to post a question or connect with other property managers for additional advice and insights. Review their latest replies and tap save to keep track of responses.
Protecting Your Business
- Diversify your bookings: Create a direct booking website to mitigate risk. This lets you reach future guests directly, maintaining revenue flow even during platform disruptions.
- Build guest relationships: Cultivating strong guest relationships enables direct rebooking, creating an “off-platform” safety net.
What To Do When Airbnb Disaster Strikes
An Airbnb listing suspension is a host’s worst nightmare. But with the right approach, you can navigate this challenge.
From documenting everything to escalating through proper channels, getting your account back online quickly is possible. Don’t give up. Tap listings, tap edit preferences, edit the preferences of your listing, and then tap save. You can get through this.
Calling All Hosts: The Hosting Handbook
If you loved this post we invite you to check out our one-stop-shop solution for hosts everywhere —the Hosting Handbook! While you can download all the easy to consume, step-by-step tips we use in our own hosting business and create the ultimate “book” the Hosting Handbook is so much more than that! If you’ve consumed or content for years (or just met us!) this is the reference guide for all the amazing and tactical tips we have for running a profitable and, more importantly hospitable, short-term rental. How do we price for pets? How do we fold our towels? What sheets do we buy? How do I purchase a short-term rental? All these questions (and more!) can be answered in the Hosting Handbook! Check it out now!
Happy Hosting!
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