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What happens if performance drops below standard
We notice low performance long before any action is taken. There are several warning steps before consequences become serious — and a clear path back at every step.
The escalation ladder
Step 1: gentle nudge in the dashboard
If a metric drops below the healthy range, Performance shows a yellow banner explaining which metric and by how much. No external action; you can fix it on your own time.
Step 2: warning email
If a metric stays below threshold for a few weeks, you get an email summarising the issue and what to do. Your ranking starts to soften.
Step 3: visibility reduction
If the warning isn't acted on, your listing's search visibility is reduced. You stay published, but you appear lower (or in fewer searches). Your dashboard explicitly notes this.
Step 4: listing suspension
For sustained low performance after visibility reduction, the listing can be temporarily suspended — not published, no new bookings. Existing bookings still honour.
Step 5: account suspension
Reserved for the most serious or persistent cases — usually involving safety, fraud, or repeated severe service failures, not gradual metric drift.
What triggers each step
| Trigger | Step |
|---|---|
| Response rate below 90% for 30+ days | Dashboard nudge |
| Response rate below 80% for 30+ days | Warning email |
| Sustained low across multiple metrics | Visibility reduction |
| Multiple host cancellations in 30 days | Warning + visibility reduction |
| Pattern of low reviews for the same problem | Warning + improvement plan |
| Serious safety violation | Skip ahead, sometimes straight to suspension |
The platform is generous with warnings for metric drift. Safety violations are not.
What you can do at each step
After a dashboard nudge
You haven't been formally warned. Fix the metric in the next 30 days and the nudge clears.
After a warning email
Review the specific feedback. The email is concrete: "Your response time has averaged 18 hours over the last 60 days." Fix the cause; metric typically recovers in 30–60 days.
After visibility reduction
Two paths:
- Bring the metrics back up — visibility restores as soon as you're in the healthy range.
- Pause and regroup — if you can't host well right now, block the dates (or contact support for a full listing pause) rather than degrade further.
After listing suspension
Contact support via the help centre. You'll work with a specialist on a recovery plan — typically a list of specific improvements to make before relisting.
After account suspension
Process depends on the reason. For metric-based suspension, an appeal with a concrete plan can lead to reinstatement. For safety/fraud, reinstatement is harder and may not be possible.
How long do consequences last?
- Visibility reduction: clears as soon as metrics return to healthy.
- Listing suspension: typically reviewed after 30 days of demonstrated improvement.
- Account suspension: case by case; many are reviewed after 60 days.
The system favours hosts who acknowledge issues and fix them quickly.
Bouncing back
The fastest recoveries come from hosts who:
- Don't argue the metrics. The dashboard data is the dashboard data.
- Identify the root cause (was it a personal crisis? understaffing? a bad resident pattern?).
- Make a specific change (a new team member, a process tweak, a paused listing during a busy life period).
- Stay engaged with support if a formal process is open.
The slowest recoveries come from hosts who treat warnings as accusations rather than data.
Frequently asked questions
Q: How will I know if my listing's visibility is reduced? A: The dashboard tells you explicitly. You won't be left guessing.
Q: Can I appeal a visibility reduction? A: Yes, through support. If you can show specific evidence the metric is misleading (e.g. a unique-circumstance booking that skewed your average), it can be reviewed.
Q: Do existing bookings hold during a listing suspension? A: Yes. Suspension stops new bookings; existing ones continue normally.
Q: My partner's listing got suspended; I'm worried about mine. Are they linked? A: No, listings are evaluated individually. Account suspensions affect all listings, but listing-level actions don't spread.