ADDRESS PROBLEMS?!

[Francesca-and-Dave0]

Has anyone else had problems with AirBnB getting addresses wrong on their listing and/or refusing to put the correct address on the listing even after you have notified them that they have the incorrect address?

After 10 years of using Airbnb, we took a break for a couple years and when we relisted our place about three months ago, they put the address in incorrectly. We have notified them some 20+ times via messaging, chatting and phone calls that the address is incorrect. We now repeatedly have guests getting lost on our back roads when trying to get here because Airbnb has the incorrect address and refuses to fix it! So far I have been able to correct this by sending a pre-arrival message with the correct address, but many guests just go by what Airbnb says rather than reverting back to the message I sent and still end up getting lost— which is not a great way to start a visit!

I have been told the following during various discussions with various people, all of whom have so far been completely clueless:

1) “That’s what Google says. If Google says it then that’s what we have to go by.” (This is RURAL Vermont—we all know Google is notorious for being inaccurate in some of our sparsely populated, very rural towns – especially those that do not have a Post Office or Zip Code. We live on the Burke-Kirby town line and the town line goes right through the middle of our property. Since Kirby has no Post Office and no ZIP Code, our correct, legal, taxed, USPS & 911 address is in East Burke with an East Burke ZIP Code, but Google shows us in Concord, miles away and no where near our property!)

2) “You must be lying to us about the address. We have people do that all the time so that they can rent out a place at a different address and don’t have to pay for another listing.” (but we don’t pay for listings with Airbnb unless we actually get a guest and I only have the one listing. Why would I lie if I want my guests to show up at my place in a safe and timely manner?)

3) “We can find no evidence that your address actually exists.” (I have sent them numerous images of envelopes addressed to us with our name, the name of our rental property and the correct address that were sent from official government agencies. I have sent images of standard Google searches showing our property name, and the correct address that were posted online by our local Chamber of Commerce and other vacation rental listing agencies. Using Google Earth I have sent them the coordinates of my house also showing the correct address)

Over a period of three months, not one of these things has induced them to list our address correctly. I have finally just shut down all of the listings and will not be taking any more listings from Airbnb until they get this corrected. It is unbelievable incompetence—or just not caring—on their part to expect my guests and myself to pay them money for being put through such frustration when they have repeatedly refused to put the correct address on our listing.

As you can tell, I am at my wits end with this and open to suggestions. Anyone have any ideas for getting Airbnb to list my address correctly? 

TYIA!

[Helen744]

@Francesca-and-Dave0 I understand this and maybe you could actually call google earth and ask them to check that your address shows up because it is not improbable to my mind that pieces are missing... good luck .. H

[Joan2709]

Hi @Francesca-and-Dave0 

I think @Helen744 has a great idea!  I would check Google, and Googlemaps/Google Earth for your address and see if it's correct.

1. If it is correct (the way you want on your listing), take a screen shot and send it to Airbnb
2. If its not correct on Google, you can report it to them and they will make a correction and Google will update their database to show your address correctly:

https://support.google.com/maps/answer/3094088?hl=en 

1. Go to maps.google.com
2. Search for your address
3. Click "send feedback" in the bottom right of the map.
4. Select the option for "Suggest an edit to your address"
5. Click the blue Submit button

After it has been corrected by Google, take a screen shot and send it to Airbnb.

Let us know if you are able to get this resolved! 

[Fred13]

Would it be easier to get your place removed from Google and then re-list it with them? Then approach Airbnb anew?

[Mike-And-Jane0]

@Francesca-and-Dave0 I would focus efforts on Google not Airbnb. It is relatively easy to get Google to correct things. It only took 3 trys before they reclassified our drive from a public road to a private drive - Far fewer people come down it now when searching for the church.

[Francesca-and-Dave0 · Accepted solution]

👍🏻👍🏻👍🏻Problem Solved

😊😊😊 THANK YOU EVERYONE!

I was able to get a hold of a customer service agent in the United States who went through the emails I have sent to ABB over the last three months, and she looked at the pictures of the correct address on the Google Maps that I have submitted, and she was finally able to correct the address on both of my listings yesterday. We are so relieved and I know our guests will be, too.

Thank you everyone for your great ideas and support – it’s much appreciated! 😊🙏🏻

[Paula]

Hi there @Francesca-and-Dave0  It's lovely to hear that this has been resolved. Thanks so much for sharing this with us.

We're excited to keep reading your contributions in our community!

[Joan2709]

Yaaaayyy!!!! 👏👏

[Audrey1249]

@Francesca-and-Dave0 Can I ask how you were able to reach an agent stateside? It's hard explaining to someone that my address is in Colorado, but Airbnb's map is showing us in Missouri.