Listings not visible

[Natalie1543]

I am so frustrated and hoping someone has some great advice. I have three listings, that have been active since 9/8. Initially I was booked frequently. Great reviews, super host, one is guest favorite. About two weeks ago the bookings stopped completely and not a single one since. I understand the initial push from Airbnb. However, when I search the area, on dates I have available with my parameters on a desktop with no search history they do not appear in any search. I’ve contacted Airbnb multiple times, who has not really been able to answer or solve the problem. I’m beyond frustrated and upset and this is costing my business a tremendous amount of money. Does anyone have any suggestions to correct what’s causing my listings to not be visible. Airbnb has looked into it, says there are no restrictions, and that they can see them. But they do not come up in any searches. Help!!!! 

[Akshatha0]

Hi @Akshatha0 !

I completely understand your frustration - it’s really tough when your listings were performing well and then suddenly disappear from search.

I specialise in helping hosts improve their listings and search visibility, and I’ve seen this happen before when certain factors change (like listing activity, keyword relevance, or photo order).

If you’d like, I can take a quick look at one of your listings and check what might be affecting visibility. I’ll share some clear suggestions you can apply right away to help bring it back into search results.

If you share one of your listing links here, I’ll review it for you. Sometimes just a few small adjustments can make a big difference 😊

[Emiel1]

@Natalie1543 I searched on Airbnb for Galveston, Texas.

I used dates 1 dec - 4 dec.

Two of your listings appear on top of page 1  (out of 1000 listings)

[Joan2709]

@Natalie1543 

Well...this is very odd. When I checked doing an incognito search for Dec 9-11 for 10 guests, and 6 guests in Galveston, TX.  I did not see your listings. This is even when I zoomed waaaay in on the map? 

When I searched under Galveston Beach, TX using the same criteria all 3 of your listing appeared on page 1? I checked again using Galveston Beach a few minutes later and your listings disappeared?

I do know that Airbnb is making changes to the search algorithm and the map features right now and maybe that has something to do with it? Galveston Beach appears to have a location callout icon? Something is definitely wrong.

I'm going to tag @Shelley159 as she has a good eye for for pinpointing any listing settings/features that could be affecting your rank, but I'm not seeing any other than the odd search results with Galveston vs Galveston Beach and why do listings appear and then disappear when the same search criteria is entered in private window browsing (not logged in to Airbnb account)??

[Natalie1543]

That was my experience also on an incognito search. I’ve talked to Airbnb numerous times and other than to tell me it’s visible on their platform. If I send a link it opens and you can see it. But like you said, a search shows nothing. I’m so frustrated!! 

[Joan2709]

@Natalie1543 

Yup...I'd be frustrated too. Unfortunately, front-line CS Reps will not understand this issue. It needs to be escalated to engineering at Airbnb.

The few other times this has come up with other listings, it has been incredibly difficult to get through to someone who understands the problem. Just because your listing is active, does not mean it is appearing in search results the way it should. You might have to do a screen recording on your computer and do an incognito search and point out where your listing appears (take a screen shot). Then do another screen recording immediately and see if this problem happens (listings don't appear, even when the same criteria is entered). 

This will have to be sent to Airbnb engineering to look at and most likely that won't happen unless you do the screen recordings and prove the problem. I believe Airbnb has to send you an email in order to upload a recording? Not sure on that as I haven't had to send one to them lately. I think one of the moderators can also forward your video if you want to go that route.

[Natalie1543]

I’ve spoke to a senior case manager who said they were going to escalate the case. That was my most recent conversation.  I would love to have any help getting the issue into the right hands. Thank you! If a moderator is able to help, that would be amazing 

[Joan2709]

@Natalie1543 

I would create some screen recordings to demonstrate the problem. Be sure you are in private window browsing.

Hopefully @Shelley159 can check this as well and verify what you and I are seeing. It's just so odd that they appear in one search, then a few minutes later I do the same search and the listings disappear?

Then when you have those, you can ask one of the moderators if they would kindly forward the screen recordings to the appropriate team at Airbnb. There is definitely something weird going on. This makes me wonder if other listings are experiencing the same issue but aren't even aware...they just think bookings are slow 🤔 😱

@Rebecca , @Bhumika 

[Rebecca]

Thanks for your support here @Joan2709.

Sorry that you're experiencing this issue @Natalie1543 - please follow the advice from Joan and if it continues and you have a recording, I can forward it to the Airbnb team! 🤗

On a side note, I love your flowers and pony comment 😂

[Natalie1543]

Alas @Rebecca , not fully fixed. The small one does show up in listing now on a search. 
the house by itself does not and only shows up on the map if you zoom alllllllllllll the way in. The house and the apartment together don’t show up in listings or on the map. 

I don’t know how to do a video with only my phone and won’t have access to a desktop until tomorrow when I’m back at work. @Joan2709, is there any chance, if I send two ponies you could help with that?? 

thank you both so much for your help. 

[Joan2709]

@Natalie1543 

2 ponies! 😂 - that made me laugh out loud!

The smallest listing is appearing now in search so that is some progress. I am seeing all 3 listings appear now when zooming in when It didn't last night:

See my other post below this morning with a bunch of suggested changes. I would start with lowering your price even more (on all three listings), as the algorithm puts alot of emphasis on price. You may have to take some short term pain in order to get visibility. 

After you make all the suggested changes, let me know and we can re-evaluate your search position and go from there.

[Joan2709]

@Rebecca 

That made me laugh too! 😂

@Natalie1543 One thing that came to mind last night is Airbnb seems to have changed how they handle new listings. In the past, the boost in search rank lasted 3-4 weeks. I'm hearing that is no longer the case and the time frame has been reduced drastically. Hosts must get "traction" (bookings) on new listings sooner, or listings will fall in rank quickly after that artificial boost.

I have also heard rumblings that the algorithm "shuffles" listings to the top periodically and that also means your listings could appear near the top on one search, then disappear - like when shuffling cards and a card ends up a the bottom of the deck. Who knows if this is true? If it is, that could explain all 3 listings appearing at the top of page one on one search, then the next search minutes later they disappear. This may mean the new algorithm is working as intended.

I was able to see your largest listing in search finally this morning, but only by zooming waaaay in on the map and using 14 guests. This is most likely because you didn't get any bookings yet and have lost the "New" boost in search rank. This is why prioritizing getting bookings is key when a new listing. The algorithm highly prioritizes recency of bookings, so this is hurting you on the large listing since it hasn't been booked.

Lower Price More

I suggest you lower your price even more (on all 3 listings) to get some bookings. The algorithm is very sensitive to price. It's best to use Custom Promotions to do that as if you provide a 20% or more discount, Airbnb uses email advertising for the listing. That might be the only way to be "seen" by potential guests. The listing will need to have be active for at least 60days to use a Custom Promotion.  I see you have reduced the price, but you might have to reduce it further. Take some short term pain in order to get higher in search rank. You also might consider a "free night" or half-price night if booked for at least 3 nights, or something like that.

Photos

I would also change your cover photo (at least for the largest listing) and the next 4. The most unique features of your property should be shown in the 1st 5 photos. Yours are being close to the beach and historic charm. Suggest changing your 1st 5 photos as below and see what happens. You can always change it up:

Cover - Crop this photo as much as you can on all sides, but keep the beach and your property in frame. Add an arrow depicting where the House is. No way for a guest to know which property is yours without an arrow. This is your most unique feature - close to beach!

Number 2 photo -

Might try taking this same photo at twilight with all lights on inside (all curtains open) and all lights outside. Wait to see a warm glow from the lights but the house is still clearly visible. 

One of these two as photo 3 -

I like the first one better. 2nd one shows whole kitchen but appears wide angle lens used?

Number 4

Number 5

Where You'll Sleep Section Missing?

You did not add sleeping arrangements (beds) to one photo in each of the bedrooms, so this section is not appearing? Go ahead and correct that. If you have a sleeper sofa, be sure to include a photo of it pulled out and made up as a bed and reference the size of the sofa bed. Airbnb considers your listing "incomplete" and you lose points for not having all sections of the listing completed.

Captions on ALL Photos

This is key in order for guests to understand what they can do and enjoy in each space.

Floor Plans

Do you have floor plans for each property? One for main house and one for the carriage house? If so, I would add them to your photos. If you don't have them, you can also get floor plans done very easily for free if you are techy using CubiCasa App or pay a inexpensive rate for a professional photographer to do it for you. Most likely you can write it off as a business expense and it will help guests visualize the 2 properties better.

Title

Try:

Walk to Beach! 5mins to Strand | King Bed 

[Natalie1543]

I am flying all day today so will definitely tackle all those things on the plane. Even when I zoom way in(essentially on top of the address) I can only see two the house listing and the apartment listing. And the house listing doesn’t come up in search at all. 

I will definitely tweak with all those suggestions later today! Thank you!! 

I knew the house and apartment would book less often, especially in the slow season. But the house separate and apartment separate have been booked quite a few times, prior to disappearing. 

[Joan2709]

@Natalie1543 

Yes...getting those first few bookings is critical. As a new listing, when you saw the largest listing not getting booking the 1st few weeks, that is when it would have been good to get aggressive with your pricing. 

The algorithm also places a high value on recency of bookings. Once you saw bookings drop off...that was the time to start making changes. You are in a very competitive market with 1000's of listings. You have to keep an eye on views and conversion rates. 

Turn on Professional Hosting Tools (if not already using). Go to Insights on the menu and take a look at your views, conversion rates and wishlist additions. These give you an idea if you are getting "eyeballs" on the listing or not. If using Custom Promotions, you can see exactly how many have viewed that promotion:

Add Photos Local Area

I would add 5 or so photos of your own of the beach, favorite restaurants, hangouts to the listing as well. Mention how far the restauarants/hangouts are in the caption (5min walk, etc.)

[Natalie1543]

It’s the same problem on all three of my listings. But the listing are all at the same address. It’s a house and a carriage house apartment or both together for a larger property option. The same happens with all three.