Need Urgent Help — Incorrect Address Flag & Repeated Auto Replies

[Mengli1]

Hi Airbnb team and community,

I’ve been running into a dead end with the Airbnb customer service department and desperately need help and advice on how to proceed.

A few days ago, I received an email from Airbnb stating that my listing address is incorrect. They believe my property is located in a different building and asked me to either update my address and submit a Building Partnership Program approval, or upload documentation if I believe the address is correct.

I complied and uploaded a utility bill showing the correct address — the same address I’ve used for 1.5 years of consistent hosting without issue. Despite this, I keep receiving the same auto-response from the specialized teamasking for Building Partnership Program documents, which are not applicable in my case because my property is not in the building they believe it is.

I’ve called Airbnb support daily for the past four days, and they’ve told me they cannot assist because the “specialized team” is handling it — but that team is not engaging with my responses and continues to send the same template replies.

This is extremely frustrating. My listing has been down for days, and I’m unable to resolve the issue through any of the normal support channels.

Can anyone advise how to escalate this further, or get a real person to review my documentation?

Thank you in advance,
Mengli

[Joelle43]

Hello @Mengli1 

I understand how frustrated you are - there are many hosts in your kind of position being told that their problem is in the hands of this mysterious "specialised team" with no way of contacting them.  It's no doubt AI driven which will explain why hosts are in this dead end zone.

I wonder if @Bhumika @Elisa @Alex can do anything?

Hoping for a good outcome
Joëlle

[Mengli1]

Thank you Joelle! I mentioned to the customer support that the response I received seems to be responded by AI or bots. The customer support said that it is definitely human being who is handling the case.

I received the exact same email again after I sent Utility bills to prove my address is correct. The email asks me to change my address to an address that is not my own and otherwise my listing will remain unlisted. It is ridiculous that I am again at this dead end. 

[Joelle43]

@Mengli1 

Why would a human ask you to change the address to a wrong location if they really had read the proof you had provided?  I stick with AI being involved and CS not knowing that Airbnb is now being overrun by AI.

Hopefully @Emilie Emilie will be able to help and great that she has already responded.

🤞

[Mengli1]

Thanks again! This has kept me up at night and I am glad to realize I have this community to share with and support each other.

[Emilie]

Thank you @Joelle43 for bringing this one up to our attention!

@Mengli1 Have you been able to continue taking bookings in the interim or has your listing been affected by this?

I will send you a message to follow-up shortly -you will be able to find it by clicking on your profile picture in the top right corner, then going into Messages. 🙂

[Happy-Hosting0]

Hello!

I am facing the same problems. I continue to send documents, yet I am informed that the document I submitted is not included in the lists.

I have already provided the lease agreement and utility bills, but it still states that
it is not on the list of accepted documents.

I am uncertain about what to do next.

Could someone assist me with this? Thank you!