Airbnb bad support

[Gerrit60]

Hi, I am a super host for my properties in Thailand. Recently one of my guests alerted me that the pin location is incorrect. As as host I cannot change a live location or address so I approached Airbnb Support. It has proven an unmitigated disaster. 

I have to constantly repeat myself as the cases get passed from person to person without handover and without any review of the chat history. 

But worse, they have not changed correct locations to incorrect ones, despite me providing them with all details, including gps coords and google maps screen shots. They now appear incapable of correcting matters they broke and my properties are in unattractive WRONG locations. 

Any help in how I can get this escalated and resolved would be greatly appreciated. Thanking you in advance.

[Shelley159]

Hi @Gerrit60 

I see what you mean - in your photos I can see the ocean, but the listings (especially the first one) show up in a more inland location on the map. I just want to double-check that, in the listing editor under location, you have Location sharing set to "show your specific location"? 

While you try to have the location issue resolved, I would suggest making up for it in the photos. Make sure you photograph the ocean very prominently from inside the listing, so people can clearly see that your interior is in the photo, and at the same time that this is a unit that looks out over the sea (in the cover photo of the second listing, the ocean could be made clearer). I think as long as you show up in searches for Jomtien Beach and the cover photo shows the distance to the sea, the actual location detail will not be a big problem.

In case the location issue is affecting arriving guests, note that you can paste a Google Maps link in the message thread to make sure a confirmed booking arrives at the right place.

[Gerrit60]

Hi there, thanks for your reply. It is appreciated. Indeed my location settings are set to show the specific location but as Airbnb has changed my location it now shows a very specifically wrong location. 

As you suggest, I can work around the issues. My point really is that support broke it and appear unable, unwilling, incapable to actually fix what they broke. That to me is not acceptable. I have never really used support in all the years I have been hosting but now that I do I am shocked at the lack of care and interest, not to mention that they clearly do not have an internal handover process to make sure cases get resolved. Hence me enquiring about an escalation path beyond the standard support function, as this does not appear to be working for me. And I would like my listings to be corrected to what it as before.

[Helen3]

You can change it yourself @Gerrit60 

https://community.withairbnb.com/t5/Help/Map-Location-change/m-p/216390

[Gerrit60]

Hi @Helen3 , I really wish you were right but as I said in my original post, Airbnb does not allow me to change the location when I have started accepting reservations and  there are active bookings on the calendar. See below. So I am totally dependent on their (non-existent) support unfortunately.

You can't change your listing's address once you've started receiving reservation requests. If you need to make an update, please contact support.