Thank you so much Lizzie!
So far it has cost us thousands of dollars in lost income. Dozens have reported this repeatedly to no avail.
It also now lists our rental as "Stay in Hawaiian Paradise Park" which is NOT the neighborhood we're in. That neighborhood is 20-30 miles away! It would be like having a rental in Manhattan and it said "Stay in Stamford, CT"!
Yesterday the supervisor who I've been messaging said she was going to close out the case knowing that nothing has been done to fix anything.
Here is the full message I've submitted several times both as feedback as bug report and service feedback.
"
See case ID 78706979 for endless messages repeatedly explaining the problem in great detail.
The most important ones are pasted below, however they lack the screen shots which are necessary.
Please do the following: Search for "Pahoa" and hit enter. It will change it to "Hawaiian Beaches" and will only show that one tiny neighborhood and part of a completely different city called Keaau. It does not show the hundreds of listings south of the center of Pahoa. Recently Airbnb changed everything so that some are listed as "Pahoa" and others are listed as "Pāhoa" with that line over the first a. All listings in the 96778 zip code should be shown regardless of how the name is spelled and ALL listings should spell Pahoa the same, without the line over the a. Nobody in the world would know the never used Hawaiian spelling of Pahoa with the line over the a. We used to be on page 1 in Pahoa searches. Now we're on page 13 despite being one of the only full 5.0 star rentals with a superhost for years. This is happening to ALL the vacation rentals in our area of Pahoa. It worked normally and correctly for 4 years until this recent change.
Google maps will also change the spelling of Pahoa to have the line over the a and only show one tiny census district in the center of Pahoa. Pahoa is a massive area, larger than several islands in Hawaii. Google maps is incorrect.
This page shows correctly where 96778 is. https://www.unitedstateszipcodes.org/96778/
When one searches for our rental by name, "Bananarama cottage" it wrongly states "Stay in Hawaiian Paradise Park" which is 20 miles from our location and in the 96749 zip code in another city!
So basically every way one would find our listing fails to work properly. It's why instead of being booked solid in March like every other year, we have only 5 days booked. Many others in our area are having the same massive declines in bookings and inquiries because of this even though tourism here is at an all time high.
I and many others have reported this repeatedly for months and nothing is ever done. The supervisor I spoke to this morning lied to me and said this is the first they have ever heard of the problem, despite it being repeatedly stated in her notes and messages with Airbnb support.
Please have someone who can actually explain and resolve this problem ASAP at either 808-769-2999 or 808-965-7569! Thank you. Messages below:
Airbnb Support
10:53 AM
Hi Rob. Thank you for reaching out to us. This is Ali from Airbnb's community support team.
After a thorough search for your listing, I confirmed that I was unable to find it through the site. What I ended up doing was refreshing the listing through administrative routes. Your listing is now turning up on searches for Pahoa. These results may take several hours to show up on your end, but don't despair! It will happen, and sooner rather than later.
If you'd like a follow-up call, I'd be happy to check back with you tomorrow. Kindly just let me know when and how to contact you.
Cheers,
Rob & Bob
Rob & Bob
11:09 AM
Hi Ali, Thanks and I will check again tomorrow. For me it still changes it to Hawaiian Beaches when I put in Pahoa. I don't just want ours to show up in a Pahoa search, but all the Pahoa listings. This is clearly a problem affecting hundreds of listings and whomever made this programming change needs to fix it/undo it so that ALL of Pahoa shows in a Pahoa Search. Pahoa, Hawaiian Beaches should be eliminated. This is less than 1% of the Pahoa area. Please confirm that the problem has been fixed for all Pahoa searches, and not just our 1 listing. Thanks! Rob
Airbnb Support
Airbnb Support
12:31 PM
Hi Robert,
I'm sorry for the inconvenience this is causing you, sincerely. We take feedback very seriously here at Airbnb. It is why our platform has grown so much over the years. Please take some time to leave some feedback through the link below:
www.airbnb.com/help/feedback
Dec 28, 2019
Rob & Bob
Rob & Bob
10:33 AM
I have now spent 2 hours on the phone and 3 calls and it is still not fixed. See the pic for the Pahoa area, 96778. Search for Pahoa and it only shows about 1% of the area, particularly in Hawaiian Beaches and Hawaiian Paradise Park which is NOT in Pahoa and is in Keaau, 96749. Please fix this immediately and I would like a call from a supervisor who is going to actually fix the problem. The last phone rep tried to say that searching as "Pāhoa" ours will come up. It does not and nobody searches for it with that spelling with the line over the a.
Dec 29, 2019
Rob & Bob
Rob & Bob
12:14 PM
Still not fixed. It shows our listing as being in a different city and zip code, a 40 minute drive from our location. Search for "Bananarama" and the 2nd selection states that ours is in Hawaiian Paradise Park. Please fix this!
Rob & Bob
Rob & Bob
12:26 PM
It will actually show up when someone searches for "Hawaiian Paradise Park" but the map shows it's nowhere near there, despite showing up in those search results. Our listing should show in searches for Pahoa, Pāhoa, Kehena, Kalapana, and Kalapana Sea View Estates, Hawaii County, HI, United States--all of those are in the town of Pahoa, 96778.
Airbnb Support
Airbnb Support
12:31 PM
Hi Rob & Kirk,
I still haven't heard back from my colleagues regarding your issue. As soon as I do, I will relay that information to you. Thanks for the update.
Best Regards,
-Victor
Feb 7, 2020
Airbnb Support
Airbnb Support
3:53 PM
Hi Rob,
Thanks for reaching out to us regarding this issue. I've forwarded your inquiry to a member of my team who can better assist you. They'll be getting in touch with you soon.
In the meantime, please feel free to respond to this message with any further questions or concerns.
Best regards,
Rob & Bob
Rob & Bob
4:22 PM
Is this the person I spoke to when my phone cut out?
Rob & Bob
Rob & Bob
7:12 PM
I have been told by several customer service agents in the past 2 months that they would get back to me and none have. Instead they closed the case so I could no longer message. What is it going to take. We and several others have called, emailed the Hawaii and Big Island reps and others and Airbnb. Over a month ago I was told they were aware that the problem was Pahoa is spelled two ways. But apparently nobody cares and nobody has any plan to fix it. We are losing money. Every year March has been basically filled up and it's 3 weeks away and we have 5 days booked. This is not acceptable! Fix it!
Feb 10, 2020
Airbnb Support
Airbnb Support
3:09 PM
Hi,
Sorry this call got disconnected, we will call back to you soon.
Thanks.
Rob & Bob
Rob & Bob
3:12 PM
Thanks I am on hold again now. This is very frustrating and has so far wasted another hour of my time. A call back should have been immediate. I got cut off a couple times a few days ago too and nobody ever called back.
8087692999
Rob & Bob
Rob & Bob
3:23 PM
Now you just called and the agent can't hear me!!!!
Call my hom enumber 8089657569
OMG after 20 minutes on hold I got cut off again!
PLEASE CALL ME IMMEDIATELY. IF YOU CAN'T HEAR ME THE PROBLEM IS ON YOUR END. I'VE NOW BEEN CUT OFF 3 TIMES IN THE PAST HOUR!!!!!!
Rob & Bob
Rob & Bob
3:52 PM
Now on hold another 27 minutes! Why hasn't the supervisor I spoke to earlier called me back with a functional phone on your end? Even though their call went through and I answered, they didn't even try again. Just nuts!
Feb 11, 2020
This support case is closed. Still need help? Visit our Help Center. https://www.airbnb.com/help9:32 AM
Feb 19, 2020
Rob & Bob
Rob & Bob
2:23 PM
Address for my listing got changed without my permission. It is in the town of Pahoa but you have it spelled wrong. Please fix it ASAP!
Please wait while we are routing your case.
2:23 PM
Thanks for your message - Airbnb Support is connecting you to a chat agent. Your chat session will begin in 1 - 2 minutes.
2:24 PM
Airbnb Support
Airbnb Support
2:24 PM
Hi Rob, my name is Michael C and I'm with Airbnb support. I'll be helping you today. I know how important for you to have assurance that your listing has the correct address.
If I may ask, would you please provide me the correct format/spelling of your address?
Rob & Bob
Rob & Bob
2:25 PM
12-159 Mapuana Avenue, Pahoa HI 96778
I have spent an hour trying to cal AirBnB and get cut off every time. Last time after 40 minutes!
Airbnb Support
Airbnb Support
2:26 PM
We apologize for the inconvenience. I'll make sure to correct the address of your listing. Please allow me 2 minutes.
Rob & Bob
Rob & Bob
2:26 PM
Your company changed the name of my city to Pāhoa which has never been correct
Also my case ID is 78706979 and I need to speak to a supervisor. The last one, a woman named Will promised after 90 minutes on the phone a few days ago that she would call me back. She didn’t. None of the dozens of reps who told me that did either. And the last supervisor I was on the phone with today didn’t bother to call back after my phone got disconnected. I’m using a land line so my phone is not the provlem
Airbnb Support
Airbnb Support
2:29 PM
I'll be able to connect you over to my Super visor. Do you mind talking to her thourh chat?
Rob & Bob
Rob & Bob
2:30 PM
Ok. But did you correct the address?
Airbnb Support
Airbnb Support
2:32 PM
Almost done.
Airbnb Support
Airbnb Support
2:37 PM
Thank you for waiting, I appreciate your patience. We already corrected the address of your listing. Would you please refresh your account and check it?
Rob & Bob
Rob & Bob
2:37 PM
Ok
Airbnb Support
Airbnb Support
2:39 PM
Do you still wish to talk to my supervisor?
Rob & Bob
Rob & Bob
2:39 PM
Thanks the line over the a is gone. However the problem is that when searching for “Pahoa” it changes it to say Hawaiian Beaches
Yes please
Andrew was helping me and has an open case
He didn’t call back when I was cut off
78706979 is the case
Airbnb Support
Airbnb Support
2:40 PM
Oh, the ticket ID is handled by our case manager.
One moment please and I'll further check.
Rob & Bob
Rob & Bob
2:41 PM
Ok, can I speak on the phone with the case manager then?
Airbnb Support
Airbnb Support
2:41 PM
Yes. I'll escalate this ticket and wait for a case manager to get in touch with you.
Rob & Bob
Rob & Bob
2:42 PM
I e been told that dozens of times in the past 2 months and no one has ever called back even supervisors who have promised to
Airbnb Support
Airbnb Support
2:42 PM
I've determined that your concern is supported by a different team, so I am forwarding your case to them now. While response times may vary, they will do their best to respond within 24 hours. You may now close the Airbnb app, but please make sure notifications are enabled so that you're alerted when they reply. If you're unsure of how to enable notifications we have a great Help Center article here: https://www.airbnb.com/help/article/14
Rob & Bob
Rob & Bob
2:43 PM
So basically they may never call
Feb 21, 2020
Airbnb Support
Airbnb Support
6:54 AM
Hi Rob & Bob
Thank you for reaching out to us. This is Christine from Airbnb's a case manager. I'm happy to assist. Please accept mu sincere apology for the inconvenience you are experiencing in regard to your listing address. In order for us to further assist you and make sure the address we will be putting is correct please provide us the information we needed. Just fill up all the information below.
Formatted address:
Address Line 1:
Address Line 2:
City:
State / Province / Region:
ZIP / Postal Code:
Country:
Latitude:
Longitude:
Once we receive the information we will go ahead and change the address.
Kind regards,
Rob & Bob
Rob & Bob
8:07 AM
I need to speak to a manager. I was told it would be another guy who took my case and would call me. After being on the phone 45 minutes, the line cut off and he failed to call me back. That's not acceptable. There is not and has never been any problem with my address. I'd requested the City be written properly because for mine and hundreds of other listings it says "Pāhoa" when it should be "Pahoa". Your company made a changed recently which changes all searches for "Pahoa" to "Hawaiian Beaches" which is one small neighborhood representing about 1% of the land area of Pahoa. It would be like one searching for Wall St. and your system changing it to Harlem and only showing results there. Except of course those places are only a few miles apart, while Hawaiian Beaches is 20 miles from our location in the same city. Pahoa is massive, and IS NOT only tiny sliver which shows on Google Maps, which is simply the census tract named Pahoa. Pahoa is 96778. When searching for Pahoa, everything within 96778 should show up. Instead it shows that one neighborhood and then another area in a completely different city called Keaau! So again, it's like searching for Wall St and only seeing results in Harlem and maybe parts of New Jersey. Because of this, our bookings have dropped dramatically. March should be filled as it is every year by January, and we have about 5 days booked. All of our neighbors are affected by this and have the same huge drop offs while Hawaii is experiencing all time records for tourism. I have spoken to probably 50 different reps since December, and many have promised they will call back, giving me a name and case number even, even supervisors, and not a single person has EVER called back. I have spent probably 50 hours now dealing with this and nobody ever helps. I need to speak to someone at Airbnb who is part of the technical team. They created this problem and they need to fix it. First I spoke to Will (a woman) who gave me case ID 78706979. Andrew is the next supervisor who never called back after cut off. The problem is on the Airbnb end and the cut off calls have happened maybe 10 times in the past week, because I am using a land line which has never cut anyone off.
Rob & Bob
Rob & Bob
8:17 AM
Please do the following. Type "Pahoa" into the Search area and hit enter. You will see what it does. Please look through my previous emails where I sent screen shots of what it shows vs. what it should show and used to show for 4 years. We used to be in the top 5 when searching for Pahoa because we are Superhosts with full 5.0 star ratings. Now we may not show up until about page 13! Hawaiian Beaches is an unsafe area dominated by meth addicts and other criminals. Airbnb SHOULD NOT be sending customers to only that area when they search for Pahoa. "Pāhoa" is never used unless one is writing in the Hawaiian language. In 12 years here I have never once encountered that spelling that anyone wrote. Google maps shows it spelled this way because technically that is the way it is spelled. However, nobody actually spells it that way. It would like Airbnb or Google spelling Manhattan as "Manna-hata" because that's the correct, original Native American name and anglicized spelling. Please do something and put me in touch with someone at Airbnb who can actually help with this problem. Despite dozens of calls by me and many others in this area, Airbnb refuses to help or fix the problem they recently created.
Airbnb Support
Airbnb Support
8:49 AM
Hi, Rob & Bob
I do apologized for the inconvenience. I wanted to confirm if the address that is showing on your listing location is correct. Please see attach photo.
Rob & Bob
Rob & Bob
8:50 AM
Yes. As I said, it's correct.
This isn't an "inconvenience." It's a total and complete failure on the part of Airbnb and its customer service representatives who never understand anything and do nothing to help. Please have a supervisor call me and explain how they are going to fix this problem.
Feb 22, 2020
Airbnb Support
Airbnb Support
10:13 AM
HI Rob & Bob, here's the link in where you can send your feedback.
https://www.airbnb.com/help/feedback
Thanks,"