What to do if Airbnb removes or suspends your listing - 2023 Guide

 

Experiencing the suspension or, in the worst-case scenario, the permanent banning of your Airbnb listing as a guest is far from an ideal situation. When that unexpected and unwelcome message arrives, reading "Airbnb Listing Suspended," it's natural to feel a sense of panic. Stories abound about Airbnb's sometimes slow response to urgent queries, and the reasons behind listing suspension can often seem cryptic.

However, it's crucial to take a step back and approach the situation rationally. In many instances, the root cause lies in our failure to thoroughly grasp the fine print within Airbnb's terms and conditions, leading to inadvertent breaches of their rules.


To prevent finding yourself in this predicament, it's essential to be aware of the potential causes and the reasons a suspension may occur at any time, especially when confronted with that dreaded notification. In this article, we'll delve deep into this subject to guide you through the process.


Firstly, let’s explore the most common reasons behind a suspended listing and provide practical solutions to address these issues.

Official Reasons for Airbnb Account Suspension or Removal

Let’s start with what Airbnb states.


Airbnb conducts regular and random assessments of listings. If your listing falls short of their standards in some way, Airbnb may impose a temporary suspension (read more about it here).

Initial suspensions can stem from various factors, including:

  • subpar ratings,

  • slow response times,

  • a high volume of cancellations,

  • a low number of accepted reservations.

According to Airbnb, there are three primary reasons for permanent listing suspensions. These include:

  • cases where hosts find their listings in the bottom 1% of Airbnb review ratings,

  • when they repeatedly violate Airbnb's Terms of Service,

  • when they have a history of multiple account or listing suspensions.

Airbnb employs various types of listing suspensions, ranging from short-term suspensions lasting five days to a few weeks, and even permanent suspensions.


During a five-day suspension, hosts do not lose existing bookings or reservations; however, they experience a five-day absence from search results, thereby missing out on potential new bookings.

Some reasons that could trigger the suspension (we will focus on practical actions here):

  • Incomplete Host Address Verification

  • Unsuccessful Email Confirmation

  • Inability to Activate or Modify Host Listings

  • Unsuccessful Phone Confirmation

  • Listings Activation Failure

  • Account Takeover Attempt, Resulting in Access Denial

  • Unauthorized Account Access by Malicious Actors, Leading to New Listings or Unknown Payout Methods

  • Account Flagged for Potential Unauthorized Access

  • Potential Fake Listing Suspected

  • Presence of Inappropriate Content

  • Attempts to Bypass the Platform for Booking or Offsite Payments

  • Fake Review Solicitation or Request for Review Removal

  • Removal of Listings Marked as Test Listings

  • Reports of Phishing for User Data, Including Login Credentials and Credit Card Information

  • Hosts Suspected of Plagiarizing Photos or Listings

  • Suspected Connection to an Account Removed from the Platform

  • Account or Listings Subject to Automated Suspension Actions

  • Non-Compliance with Payment Tax Information Requirements

  • Listings with Property License Issues

  • Enforcement in Response to Bait & Switch Practices: Advertising a Superior Listing and Replacing It with a Lesser Listing Upon Guest Arrival

  • Enforcement for Listings Containing Party or Event-Friendly Language

  • Enforcement When Address Dodging Is Detected to Avoid Participation in the Friendly Building Program (Usually at a Listing Level)

  • Enforcement When Listings Feature Prohibited Addresses or Require Documentation to Validate Address Accuracy

Want to read more about people who have been in the same situation? Visit this thread on the Airbnb Community Forum.

What Can I Do To Appeal the Airbnb Suspension / Removal?


If your listing is frozen, and you cannot determine the reason or Airbnb support is uncooperative, here are steps you can take:

1. Be Proactive:

Diversify your listing by listing your property on multiple platforms. Don't wait until a problem arises to expand your presence on other channels. Listing on reputable vacation rental websites like VRBO or Booking.com can help you maintain bookings while addressing the issue with Airbnb.


2. Persistence is Key:

Keep reaching out to Airbnb support through various channels like email, chats, and Twitter. Consistently report your issue to increase the chances of it being escalated and addressed promptly.


3. Create a New Account:

In some cases, it may be quicker to create a new account and recreate your listing from scratch. Ensure you use new photos to avoid algorithm matches with your old listing.


4. Gather Supporting Evidence:

Collect documentation, receipts, or communication with guests that can demonstrate your compliance with Airbnb's policies.


5. Submit a Comprehensive Appeal:

Send a detailed appeal to Airbnb, explaining the steps you've taken to address concerns and providing supporting evidence. Be clear, professional, and concise in your communication.



By taking these steps and staying persistent, you can increase the likelihood of getting your listing reinstated and resolving any underlying issues. Remember that the process may take time, so stay patient and advocate for yourself and your listing while redirecting your bookings to other channels.


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