We were wondering if anyone experienced that their listing details changed without their knowledge.
I read about amenity changes etc, but 2 of our listings changed from 2 bedroom to 3 bedroom accommodation.
It still showed the correct number of beds, but the number of bedrooms changed.
We were not aware of this and when the guests checked in they expected a 3 bedroom cottage.
We immediately contacted the Airbnb support team. who told us we must contact our platform manager.
They confirmed that our listings was never changed and we forwarded the reply to the Airbnb support team.
They promised to investigate, but we got no response.
Over the past 2 weeks we have spoked to 10 different support members. Every time the same answer "We will forward the issue to our technical team and get back to you"
We asked to speak to a supervisor and the answer was: "A supervisor is not a technical person and won't be able to do anything that we are not doing"
After 2 and a half weeks of constant phoning and messaging we just got a call back to say that Airbnb can't change the listing and that it must come from our platform manager. Again explained that we have already contacted them and forwarded their message to Airbnb.
As we have not changed the listing ourselves we expected Airbnb to refund the guests.
The guest were happy to stay but asked for a discounted rate. Understandable, considering that they expected the cottage to have 3 bedroom and not 2.
In the call we just received the support member replied that this is not a fault by Airbnb that the refund will have to come from us.
Hosting with Airbnb was always a pleasure but it now feels that they only support guests and not the hosts at all.
