Thanks for taking the time to speak with me.
Please reply to this message with an explanation and relevant documentation of any device(s) in the listing, the room(s) in which they’re located, and the view(s) they capture, as well as information about any other undisclosed recording devices in or around the listing.
Our policies require that if you have any type of security camera or recording device in or around a listing, even if it’s not turned on or hooked up, you indicate its presence in your house rules. We also require you to disclose if an active recording is taking place.
You can find out more about Airbnb’s guidelines on the use of cameras and recording devices in our Help Center at:
airbnb.com/help/article/3061
Please note that failure to follow this policy may result in your account being removed from the Airbnb platform.
As of now, your Listing access has been limited while we finish our review.
In the meantime, if you have any additional information to share, simply reply directly to this message.
Best,
Jose
9:27 PM
Hey Jose, per conversation I have two exterior cameras on the property (one Ring doorbell and one Wyze camera upstairs outside), both facing the exterior of the property entrance
A photo sent by you
A photo sent by you
A photo sent by you
It’s night here, so I’ve had to go back to today to show you the footage that they both see
A photo sent by you
A photo sent by you
I would also like to add some context for this complaint: Harry booked for 5 days, he checked in fine on Sunday, I got a message at 6pm saying he had a work issue, then he had to leave, he sent a request to change the booking from the original 5 days to 1 day
I declined and sent him this follow-up message
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Message from Airbnb Support
Airbnb Support
9:32 PM
Thank you! Can you please explain where the Wyze camera is located?
9:32 PM
Yep, it’s upstairs study (which acts as a bedroom)
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Message from Airbnb Support
Airbnb Support
9:34 PM
On the inside or outside?
9:34 PM
Outside
A photo sent by you
Per photo
I had to open the window to show you
That is the window ledge
Message from Airbnb Support
Airbnb Support
9:36 PM
Thanks for taking the time to share the context and information about this situation with me.
I’ll get in touch when I have finished gathering all the relevant information.
In the meantime, if you have any additional information to share, simply reply directly to this message.
Best,
Jose
9:38 PM
Let me know any more info you need
Message from Airbnb Support
Airbnb Support
9:39 PM
Thank you!
Yesterday
Message from Airbnb Support
Airbnb Support
5:24 PM
Hello,
After a full review of the available information, we’ve determined to issue a partial refund to your guest Harry.
The A$618.88 will be adjusted from your next payout(s).
You can check on the status of the adjustment or your payouts in your Transaction History.
Learn more in our Help Center article: airbnb.com/help/article/366
Please note that cancellation policies may be overridden due to breach of our Terms of Service.
You can find more information about this under Section 12.3 Member Violations at: airbnb.com/help/article/2908
We’ve determined that you didn’t comply with our security cameras and recording devices policy during HMHYKNTC9S.
As a result, we are suspending your Listing. You can read more about this policy here: airbnb.com/help/article/3061
To reactivate your listing, please complete the following:
You also need to update your Listing Editor to disclose the location of all exterior cameras or recording devices (e.g., “I have a camera in my front yard,” “I have a camera over my patio,” “I have a camera over my pool,” or “I have a doorbell camera monitoring my front door and the hallway of my apartment building”). To update this information, you can go to:
Listing editor > Your space > Guest safety > Safety Devices
Learn more about informing guests about security devices in our Help Center:
airbnb.com/help/article/2914
Best,
Jose J.
5:35 PM
Hey Jose, can you tell me how I have not complied?
I don’t have any security devices in the property
I have a booking tomorrow with another listing
You’ve left me no choice but to cancel all my listings and reservations
As I will not be paying the 618.88
Let me know as I have a guest checking in tomorrow at 3pm that I will cancel as well as all my other bookings
Message from Airbnb Support
Airbnb Support
5:49 PM
Hi. You did not comply since all security cameras outside the Listing have to be fully disclosed.
Learn more about informing guests about security devices in our Help Center:
airbnb.com/help/article/2914
Best,
Jose J.
5:55 PM
Ok, can I escalate this, or should I cancel all my bookings now?
Can you please escalate this to your manager?
I will just leave Airbnb if this is the final decision and cancel all future bookings
Message from Airbnb Support
Airbnb Support
5:59 PM
Hi,
Thank you for your reply. I am your case manager.
We require Hosts to disclose all security cameras and other recording devices in their listings, and we prohibit any security cameras and other recording devices that are in or that observe the interior of certain private spaces (such as bedrooms and bathrooms), regardless of whether they’ve been disclosed.
This means you are allowed to have cameras outside or in common areas, as long as you inform other users of their presence on the platform, and they do not go against our Community Standards.
You can review more about the cameras here: https://www.airbnb.com/help/article/887 and about our standards, here: https://www.airbnb.com/trust/standards
Best,
Jose
6:00 PM
Ok, so I will cancel all my future bookings now and leave Airbnb?
I can just list on Stayz
Hey Jose, I don’t have any recording devices in the property
They are all external
I will update my Airbnb listing with this
But I am not going to have 618$ taken out for future listings
I will just terminate my Airbnb account
Totally up to you and Airbnb
Message from Airbnb Support
Airbnb Support
6:18 PM
Hi. Please confirm to us once you update it.
Best,
Jose
6:23 PM
Updated
Message from Airbnb Support
Airbnb Support
6:30 PM
Hello,
Thank you for your cooperation.
We’ve reactivated your Listing, so you can now receive new reservations.
If we receive a similar report in the future and find that your listing doesn’t follow our Terms of Service or policy, we may remove your account and listing from Airbnb.
For full transparency, we want you to know that we’ve made a note of this on your account. This is only for internal representatives to see.
Best,
Jose J.
6:33 PM
Hey Jose, I’m not going to pay the 618 for future listings
So unless this is cancelled
I will cancel all my future reservations
A photo sent by you
I have a guest arriving tomorrow
I will cancel their listing
Reservation
Remove the 618 payout from future bookings please or I will cancel them
Message from Airbnb Support
Airbnb Support
6:46 PM
Hello,
Thank you for your reply and I hope this message finds you well.
We appreciate the time you took to share your concerns with us. We know hosting can be challenging.
Unfortunately, we are unable to provide additional payout associated with this investigation.
We realize that this may not be the response you were hoping for. We are happy to have you as a member of our Host Community and our team is dedicated to helping you have a more positive experience in the future.
Thank you for your patience during our investigation.
Best,
Jose
6:54 PM
A photo sent by you
Ok, I am cancelling all my reservations now
Message from Airbnb Support
Airbnb Support
7:07 PM
Hi.
Thanks for following up. I understand this is not the outcome you were hoping for.
We do our best to fairly and reasonably assess these cases. In our efforts to be objective, keeping in mind that we were not present during the reservation, we must consider all available documentation and communication when coming to a decision which aligns with our policies and procedures.
The case has been reviewed by the management, and they confirmed that the proper measures had been taken.
Regards,
Jose
7:08 PM
Hey Jose, I’ve called to cancel my reservation tomorrow as a host, and someone is going to call me back in 30 minutes with an escalation
It’s a very bad look for Airbnb!
Message from Airbnb Support
Airbnb Support
8:09 PM
Hi. We do our best to fairly and reasonably assess these cases. We have reviewed the case and reinstated your payout on the amount $618.88 AUD. Now we just need you to confirm that you read and agree to follow our security cameras and recording devices policy.
Best,
Jose
8:17 PM
Thanks Jose, that’s what I was asking from the start, unfortunately I’ve had to cancel my booking for tomorrow which is a bad look for your guest