Airbnb Location For My Property Glitching - Not Available For Booking - Please Help

[Andy4204]

Has anyone had issues with not being able to find their property on the map with airbnb? Our location doesn't seem to be "sticking" and our property isn't booking at is normally has in the past. We are a super host with a lot of experience. Every 2 days, I have to call airbnb to have them update something on their end for us to see the property on the map show up again. I'm going to lose 10's of thousands of dollars if the issue persists.

Is anyone else having this issue?

[Joan2709]

@Andy4204 

Yup...there is a problem. 

When I searched for Folly Beach for 10 guests, your listing never appeared. If this just started happening, I would guess it has something to do with the 2024 Winter software release and how the algorithm determines distance from either a landmark attraction "Folly Beach" and your actual distance from it in relation to the listing's legal address. Your listing seems to be further away from "Folly Beach" but your legal address might still be Folly Beach. You can see the initial search results show all the listings clustered close to the words "Folly Beach" on the map. You appear to be further away. The map below is not Airbnb's results map, but if you look on Airbnb you'll see all the listings on the initial search results clustered around the word "Folly Beach":

This is Airbnb's initial search results map results for "Folly Beach, SC":

This is a software problem that only Airbnb can correct I'm afraid. The search algorithm is probably prioritzing the center of the city of Folly Beach, instead of the whole Folly Beach area. I'm sure there are other properties affected as well. Here's what might be difficult to correct. Something has changed with the algorithm and how it classifies your listing using the legal address and also how it returns results for "Folly Beach". Only Airbnb can correct that. The algorithm criteria is too tight for the location "Folly Beach, SC". This is probably part of the changes made to further customize guest searches in the 2024 Winter Release. 

I hope you have the listing on other platforms? Below is a search results map for another platform and you can see the listings are NOT clustered around the word "Folly Beach", but show many more listings in the initial search results map:

[Andy4204]

Thank you for this. It is extremely beneficial. I am on my 4th support specialist in 5 days and he has escalated it to the technical team. I do have VRBO, but we have ~5 bookings per year on that site versus 40-50 on AIRBNB, so we feel trapped. We can withstand a few months without revenue, but the property annual expenses are about 175,000 - 180,000. My fear is we will have to sell it. We had forecasted $300,000 in revenue after investing in $230,000 on amenity improvements last year. Does anyone have good legal representation recommendations? 

[Joan2709]

@Andy4204 

If you are listed on Vrbo, I would think you'll be getting more bookings as your Airbnb calendar will be open due to this problem. Have you double-checked the listing on Vrbo?

I just checked and you must have your Vrbo calendar not synced or have different min stays set? Dates that show available on Airbnb show NOT available on Vrbo? I would open up your dates on Vrbo while trying to resolve this issue with Airbnb. At least your listing will appear in search results and you'll get some bookings.

I searched Mar 17-19 and the listing said unavailable even though those dates are open on Airbnb? Looks like your min stay for Vrbo is 3nights and your Airbnb min stay is 2 nights. When I searched for 3 nights on Vrbo/10guests your listing appeared in the number 1 position. I would definitely change the min stay on Vrbo to 2 nights and if need be, raise your nightly rate to cover the higher fees Vrbo charges.

[Andy4204]

Thank you for your help! I can find it on VRBO search and the listing is working as intended there. We have a 3 day minimum setting. We control everything from the Guesty app so it updates both calendars-airbnb and vrbo. I disconnected the airbnb from Guesty today and tried to update the calendar within Airbnb itself and that didn't work, so it has to be something technical on their end. Unfortunately, VRBO just doesn't have as much traffic or the number of reviews we have with airbnb. 

[Joan2709]

@Andy4204 

The reason Vrbo doesn't offer as much traffic is because the majority of bookings you get were through Airbnb. This naturally makes your listing show "unavailable" on Vrbo and hence leads to less bookings on Vrbo. Since you can't be seen now most likely on Airbnb, suggest you concentrate on more bookings on Vrbo.

My suggestion is to change your Vrbo min settings to 2nights to drive some bookings and slightly raise your nightly rate, as Vrbo fees are higher than Airbnb. This will at least give you some bookings, since guests can see you on Vrbo; they can't see you on Airbnb right now. You might actually consider lowering your rate 20% below your competition right now on Vrbo to drive more bookings, as you won't be getting any bookings on Airbnb it seems. I believe this is also the slow season for beach properties. You could also offer an addl night (before or after stay) to those that book at a 30-35% discount.

I have suggested that Airbnb add a callout to the search results map to let guests know there are other listings that are available if they move the map. Alas, that hasn't been done.  I don't know why they don't do it? It's a win for them (potentially more bookings) and a win for the Host? Here is what another platform shows on their search results map view:

[Joan2709]

@Andy4204 

I'm thinking the legal aspect will be a somewhat unproductive process, as Airbnb has covered themselves on that in the Terms of Service:

I think concentrating your efforts on getting them to "fix" the algorithm for your area would yield better results. This is because they naturally will receive less booking fees if guests don't know their are other listings available they can't see due to the "clustering" effect happening. Some guests don't even know they can move the map to see more listings. Some may give up and go to a competing platform to search. This will cost Airbnb dollars, so I would think that would be a bigger incentive to fix it.

They could also know about this "clustering" and prefer to leave it that way to drive bookings to those that appear in the cluster? Not sure.

Vrbo reviews/bookings will always be less than Airbnb; especially if you are request to book on Vrbo. This is because Vrbo does NOT include your listing in the Expedia distrubution unless you are using Instant Book.

[Joan2709]

@Andy4204 

Just something else I noticed...

Your listing says "30sec walk to beach" (I can see how close you are in the photos), but the Airbnb callout under amenities says 17min walk to Folly Beach? Something doesn't add up there?

[Shelley159]

Hi @Andy4204 

As I'm sure @Joan2709 knows by now, I'm always going on about price when it comes to search results. Unfortunately for all of us hosts, low price seems to be an even bigger factor in the search results now than it used to be. Your listing is relatively expensive - for some very good reasons like distance to the beach and high quality - but take a look at what the bot 'sees' when looking at price. The average of the homes for 10 guests on my first page for Folly Beach was USD563 per night before taxes and yours was just over double that for the same search. If price is a big factor, your other positives have a very steep hill to climb to make up for it in search. I would try free cancellation (this can make a big difference, depending on how many competitors use it) and a significantly lower price (on limited test dates) and just see if it moves you into a good position. The idea is not that you should keep it that way, it's just to test the effect.

Listings in your immediate area don't seem to be completely invisible to the bot, so maybe it's possible to pull yourself into a good position. It could be that a part of the reason why you dropped, is because there's more weight on price now?

A smaller thing: I agree with what @Joan2709 has said in the past, that we should probably try to avoid strikethrough amenities (to tick all possible boxes). So it may be good to buy a carbon monoxide alarm so you can tick it off.

[Andy4204]

Thanks! we don't have any gas appliances. a carbon monoxide alarm would be a novelty art piece. Even at the current higher rates, shouldn't the property be viewable by zooming into the map at the exact address? It disappears every 24-48 hours for 48 hours at a time. Then, it reappears. Is that by design? 

[Rebecca]

Hello @Andy4204 👋

I've been following this thread and have raised it with the team so they can look into it for you.

I wondered if you would be able to share a screenshot of the issue so I can accurately demonstrate what is happening. 

Looking forward to hearing back from you, 
Rebecca 😊

[Joan2709]

@Andy4204 

The reason to buy the carbon monoxide detector ($20-$30) even though it's not required, is to avoid the strike through callouts Airbnb uses to bring attention to the fact you don't have one. They think it's so important, they point it out in 2 places on your listing that you don't have one. One place is in a very prominent location on the first page of the listing under What This Place Offers. Airbnb even offers a free carbon monoxide detector/smoke alarm program for Hosts. This is Airbnb's way of "encouraging" Hosts to have a CO2 alarm and it has "points" attached to it for the algorithm regarding listing "completeness" and amenities. How many "points" you get is unknown, but why not get one and eliminate the strikethrough callouts on the listing...it would be worth the $20-$30. Every "point" counts 😊.

Airbnb's Free Co/Smoke Alarm Program

https://www.airbnb.com/help/article/3267

The reason is several widely reported deaths at Airbnbs due to carbon monoxide poisoning. Airbnb also mentions if you have a gas BBQ grill (looks like you just added one), or guests have access to an attached garage, you should have a carbon monoxide detector. Some guests have been known to move a gas grill close to a patio door or open window: 

"...our new gas grill just outside to feed your crew of up to 12..."

Why Install Carbon Monoxide Alarms

https://www.airbnb.com/resources/hosting-homes/a/reducing-carbon-monoxide-exposure-in-your-space-510

"Carbon monoxide may be present if your space has any of these features or amenities:

• Household appliances fueled by coal, gasoline, kerosene, methane, natural gas, oil, propane, or wood

• Attached garage, even if your home has all-electric appliances

• Generator in use near doors or windows

• Gas or charcoal grill in use near doors or windows

• Fireplace

The terminology regarding Airbnb points is called sometimes referred to as a "lever"....every time you do something Airbnb wants, it's like pulling another lever in the points game for the algorithm. Airbnb calls them "opportunities". Of course there are some things not really advantageous for every property. Airbnb wants all Hosts to have a flexible cancellation policy and use Instant Book, but that is not always in the best interests of the Host. 

Not sure if you are using Pro Tools, but the Performance section under Insights/Opportunities gives you a good idea of the "levers" Airbnb considers important. The more levers you engage the more points and the higher search results rank. 

[Shelley159]

Great explanation @Joan2709 

[Joan2709]

@Andy4204 

I believe @Shelley159 is right about the listing being overprices for off-season. Most similar listings are $400-$500 a night right now and yours is $1000.  I checked summer pricing and you probably could get that price in the summer months, but probably not now.  

As @Shelley159 points out, Airbnb is very price sensitive; especially in a market with lots of competition. The algorithm will push your listing down in search results if other comparable listings are offering a lower price with about the same amenities.

I still think the initial search results map is "off" as it clusters around the city of Folly Beach and not the entire island. Also the 17min walk callout doesn't seem right either, when you are a 30sec walk to the beach?

Amenities Missing?

Agree with Shelley you probably should correct that you have no private entrance and add a carbon monoxide detector so you don't have these strikethroughs. Airbnb considers them important enough to show they are missing from your amenities:

[Andy4204]

thank you both. added the private entrance as an amenity.