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Suspended Listing Tracking

In the following procedure, you will find a step-by-step guide for tracking suspended listings on Airbnb using CRM tools and their connections with the departments responsible for each situation. This guide will clarify where the information is received and how to record it to monitor suspended listings for various reasons.

Last Update: August 2024
Revised by: Carlos Valencia

Objective

  • Document the main reasons why listings are suspended.
  • Generate alerts for the various operations teams to implement corrective actions on properties or service procedures.
  • Schedule the reactivation of the listing once the suspension period has ended.

The goal is to centralize the information in the CRM so that teams have an integrated view of what is happening with suspended listings or "Anuncio Oculto" Therefore, the tag #AnuncioOculto is the way to filter all tickets created for this reason.

FAQ's

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Workflow Map

Procedure Line

1. Notification of Suspended Listing on Airbnb 1.1. Review the Frontdesk@wehostgroup.com email account where notifications from Airbnb regarding suspended listings are received. 1.2. Identify the listing by following the Airbnb link using one of the master profiles, such as Wehostinfo or Wehostreservations.
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2. Review the Airbnb Report with Suspension Notes 2.1. Review the reasons Airbnb provides for suspending the listing in the "Info" or "Insights" section, specifically under "Performance" and "Listing Issues." 2.2. Identify the reservations that experienced issues and compile the different situations that have occurred over time, ultimately leading to the listing being suspended. 2.3. Download evidence, such as photos and guest comments, which provide detailed descriptions of the areas that need improvement.
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3. Appeal of the Listing if Necessary This step involves submitting evidence that the issues with the reservations have been resolved. BreezeWay tickets, invoices for work performed, and videos showing the property in good condition prove the reservation's good standing.

In some instances, where a listing has been suspended due to poor reviews related to charges, the damage and claims agent handles the appeal for both the review and the suspended listing.

4. Creation of Tickets in the CRM for Each Department 4.1. Create a "Hidden Listing" ticket with the tag #HiddenListing. 4.2. Create a Service Ticket for the Front Desk to compile information about the case and implement corrective actions to improve the guest experience, primarily through effective communication and situation management. 4.3. Create a Maintenance and Cleaning Ticket so that the We Fix & Clean team can schedule the necessary tasks for maintenance, inspection, or deep cleaning of the unit as needed or as reported by the guest. Often, this involves simply verifying that the issue causing the listing's suspension has already been corrected through preventive maintenance.

Every ticket regarding hidden listing must have the tag #AnuncioOculto

5. Reactivation of the Property on Airbnb During the listing suspension, the listing may reach a "Pending Removal" status. Usually, when the listing reaches this status and its review rating remains high, an appeal should be made (5.a).

On the other hand, if the listing has a low review rating below 4.5, a new listing should be created to replace the original (5.b).

Another possible situation is to simply wait out the 5-day penalty period to reactivate the listing, especially if the unit's occupancy has not been affected by the listing suspension.

5.a) Appeal the listing due to its "Pending Removal" status. 5.b) Create a new listing to replace the original listing with a rating below 4.5 stars (Relist). 5.c) Reactivate the Airbnb listing after the 5-day suspension period to continue selling the unit.

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