Airbnb Won’t Acknowledge My Listing is Gone—Need Help Escalating

[Brandi141]

Hi fellow hosts,

I’m hoping someone here has insight because I’ve been stuck in support limbo with Airbnb for almost a week.

I’ve been a Superhost since 2021, have 90+ bookings, a 4.99 rating, and have never changed my listing’s location settings. Yet suddenly, my listing no longer appears in search results—at all. I’ve tested every possible filter (number of rooms, pool, pet-friendly, etc.), and it’s completely missing.

Airbnb support keeps giving me scripted responses about fluctuating search rankings and how placement varies—but this is not a visibility issue, my listing is just gone. They claim everything is fine on their end, but clearly, it isn’t.

I’ve also had multiple people try searching, including my property manager, who manages dozens of listings on Airbnb, and none of them can find my listing through search either. The only way to access it is through the direct link.

Based on my booking history, I suspect this issue has been going on for weeks, if not months. I have had zero bookings or even inquiries for the next six months, which is completely abnormal for my listing.

At this point, I’m wondering:

1. Has this happened to anyone else? If so, how did you fix it?
2. Could my listing have been falsely flagged, reported, or altered? Support won’t confirm.
3. How do I escalate beyond front-line reps? They keep saying they’re “checking with the team,” but nothing happens.

I’d really appreciate any insights or suggestions. This is incredibly frustrating, and I need real answers from Airbnb.

Thanks in advance!

[Joelle43]

Hello @Brandi141 

I can see that you have a listing with a 4.99 rating under your profil so tried to do a private search to try and see if it came up but I come across a problem when I tried to enter the location that your listing appears under - Gand, New York.  I can't select this location as it doesn't come up as a place to select?  Only Gand in Belgium.

[Shelley159]

Hi @Brandi141 

Yes, to me it looks like there's some sort of problem, I just don't know what ...

@Joelle43 I can find Ghent, New York (maybe the French translation is messing with you and turning it into Gand? 😀). But when I search, I can't find the listing. Can you try again and see whether it comes up for you at all?

I've checked the calendar - it shows availability from 26 March and only a 2-night minimum. It should show up, especially when I specifically enter available dates. I also looked at the listing's map and searched under 4 of the other towns nearby. Then I enlarged the search map in the area of the listing, and still couldn't see it in the search results. I'll keep thinking of things to check, but for now it looks like a problem.

Brandi maybe Unlist, wait a few hours (or a full 24 hours?), and re-list it again in the hope that it will start things up? I have no idea whether it will work. If you want to try: Listings tab, click the listing, Click the settings icon and set Listing status to Unlisted (be sure not to go to "Remove listing" at the bottom!). Maybe you want to wait a bit before you try this, just to give some more people in the Community Center a chance to take a look at the issue.

This is probably a difficult one to resolve through Support - you may get a long list of Help articles on how to search on Airbnb. But if nobody here comes up with a good solution, you'll have to try until you get a support agent who can pinpoint the issue.

@Joan2709 can you find the listing in search, or do you have any ideas what the issue could be? Is there anyone specific who knows how to find missing listings @Elisa ?

[Shelley159]

@Brandi141 is there any chance that you may need to get some sort of permit in your area? Not sure if this could be an issue.

New York’s approach to short-term rental regulations varies from city to city, town to town, and even neighborhood to neighborhood. Understanding the local ordinances that apply to your specific location is crucial.

[Zheng49]

Yea I did some searching and it does seem like Ghent, New York requires a permit for hosting short term rentals. 

I don't see a permit # listed in the listing, and that could be why the listing is not showing up in this case.