App Notifications Delayed

[Ann72]

I'm getting notifications 1 to 4 hours after a message.  Luckily I've been at my computer a lot lately and have seen the emails come in, but it's a worrisome glitch because of the pressure to respond immediately.  Anyone else having this issue?

Oddly this didn't happen at all in technology-challenged Maine, but in New York where I have faster wifi and better cell service.  But really only for the last couple of days.

[Wendy117]

@Ann72 I am getting some immediately - such as messages from existing guests, but not others such as new guest queries and booking confirmed notices.  I am checking the Airbnb app regularly because I also like to respond asap or may miss out on a booking.

[Ann72]

@Wendy117  Yes, that's the pattern!  One guest who cancelled for this summer told me she had just booked for next summer an hour before the app told me.  Good thing I was right there messaging with her.  I'll keep checking the inbox on my computer - more reliable.

[Nick · Accepted solution]

Hi @Ann72 @Wendy117 

The team marked this down as a potential new bug but would like for both of you to contact CS so they can go over a few steps with you, in an attempt to replicate the issue from their end and see what is going on.

Thanks
Nick

[Ann72]

Thanks @Nick, will do!

[Ian-And-Anne-Marie0]

@Nick 

With the delays in CS and constant referral to specialists, wouldn’t it be a better idea to get a specialist to contact @Ann72  and @Wendy117 

Far too long Is spent already fixing problems without being put into another queue.

[Nick]

Thanks for your feedback @Ian-And-Anne-Marie0.

I get where you are coming from and, to be fair it's a rather valid point, but as you know this is how the system currently works, and there is only so much we can do from our side. For what it's worth I'll pass your suggestion on to CS and product teams.

Thanks
Nick

[Wendy117]

@Nick

My thoughts when I received the suggestion to contact CS were exactly the same as @Ian-And-Anne-Marie0 .  Contacting CS only seems to work for me when I need help with a potential booking when it is important to spend the time.  Complex issues are very time consuming.  @Ann72  If you have the time that would be great as I know they need more detail to log a bug.  So busy these days trying to be creative to attract the few guests around to our multiple properties that my current approach is to just note new issues and work around them.  They usually disappear one day.

[Ian-And-Anne-Marie0]

Thanks @Wendy117 

it was good of @Nick to acknowledge my point,  but I think someone ,somewhere needs to realise we don't make these things up and take responsibility for fixing the problems. 

[Jillie1]

@Ann72   I had a booking 3 hours ago which I only found when looking at my calendar.  Still no email or mobile notification!

[Ian-And-Anne-Marie0]

Scrambled order of messages and delays here too.

Not as bad as some places where guests have been failing to log in and obtain address and access details and having to fend for themselves.

And the failure to apply buffers correctly... Is this all linked?

[Jillie1]

@Ian-And-Anne-Marie0    I haven't had any enquiries for July yet, only August, and I now see the buffers only last until 31 July, which is why they weren't applied!  They need to extend that date until all is safe.  Those poor people who never realised they had a booking!

[Ian-And-Anne-Marie0]

@Jillie1 

Both my same day check-in/outs were with the regular 1 day buffer option. Nothing special.. 

Why ever were the buffers not extended beyond 31st July? That just seems like short sighted

[Jillie1]

@Ian-And-Anne-Marie0I think it's all beginning to do my head in?!  Mine was the 72 hour buffer in the interests of avoiding Covid spread.  So your 1 day buffers weren't working either beyond 31 July?  What a nightmare! 

[Ian-And-Anne-Marie0]

@Jillie1 

My 1 day buffer was just not working for any date. Last time I checked, the Guest calendar didn't match the Host calendar at all. We're needing to add buffer dates manually.