New category issue

[Paul-And-Jean3]

The new AirBnb category system has automatically put us in the “Lake” category inaccurately and without any notification. While we are close to a lake, it is not a 10 minute walk per the category criteria. We are very clear in the description that the public beach is 6 miles away.

We cannot edit the category, and AirBnb’s  overseas “Superhost dedicated support team” cannot edit it either. They cannot connect us to anyone who can help either. We tried messaging which only results in an automatic response that someone will contact us within a week.

This new category assignment exposes us to misrepresentation and jeopardizes our 5 star rating and Superhost status.

Any help would be appreciated.

Thank you!

[Mike-And-Jane0]

@Paul-And-Jean3 when we requested a category Customer Support sent the request to a central team and then closed the case (having told us that was what they would do). A week or two later our categories were granted. I assume a similar concept applies for removing a category.

[James2743]

It's all a little disjointed with the categories. I'm hoping that they either ditch the AI or change the way it is set out at some point.

I've had Customer support and a Forum leader on here assure me 3 times that I would get added to 3 categories.

The only category I am in is the one I lest apply to.

I've given up trying to get things changed.

[Bhumika]

Hi @Paul-And-Jean3 ,

Do you have any specific category in mind that you likely want to be listed in?

I have taken note of your concerns and passed them on. Would you be able to DM me and provide further details?

[Bhumika · Accepted solution]

Hi @Paul-And-Jean3 ,

Sorry for being late to the party. I just wanted to drop a note that we were able to work this out and have the above-mentioned category removed, as you requested.

It might take upto a week to reflect the change. Keep in touch🎉 and all the best!!

[Paul-And-Jean3]

Why is this so difficult? We already had a cancellation, and you are telling us the category change will take a week? This is absurd and unacceptable! What happens when there is a serious issue? We have lost all confidence in AirBnb. There is no support. If you have a way to reach a real US based person who can fix this, please share that contact info with us. The overseas “Superhost dedicated support” is worthless. I was told it would be resolved in a week two weeks ago!