Rejected AirBNB Categories

[Danielle1731]

Our new property does not have the correct categories listed. Based on this article - https://www.airbnb.com/help/article/3374?_set_bev_on_new_domain=1704294757_MDBhYzFjYThjNzgz - You go to this website and request Categories. https://elevate.translated.com/categories

We went in and requested a few. The key ones being Amazing Views and Cabin because thats what people look for in our area. It is critical we have these categories to increase bookings. We noticed that bookings were slow and determined we did not have the correct categories. As you can see below - we actually got rejected for cabin (our property is absolutely a cabin) and for Amazing Views it's been pending for weeks. I have called support atleast 20 times with no one that can help. 

Any advice on how to get these approved? It is killing our listings performance. 

[Joan2709]

Hi @Deb216 

I have only tried this on a computer and it works. Doesn't look like it works on your phone. Log into your airbnb account. Keep the window for your Host dashboard open. Open a new (second) browsing window tab and type:

elevate.translated.com/categories

[Paul-and-Donna1]

Hi Dee,

I absolutely agree with all you have posted above.

Not sure if anyone commented here on the this so I'll just throw it here.

Once the requested category is rejected, it is greyed out and you can't resubmit.

However, after 30 days the category becomes again available and you are free to try again.

Although personally, we've been having an issue with the 'repeat' request.

While the original/first request for a specific category took few days of 'pending' status and then 'rejected', any subsequent request gets rejected instantly - within hours.

As if no one/ nothing (AI) re-checks the listing. Just automatic rejection.

Though most hosts (that get rejected in a category they believe they should belong to) will do everything in their power to fix it, to make it clear for the AI - they would update the photos, photos details, description, tweak the listing here and there, play with words and pray that AI will pick on it... No "new" review, re-check etc. 

Funny when I contact Airbnb they keep suggesting all different categories for our listing to try and submit - as there is NO category that would truly describe what we offer (such an OMG, Luxe, Mansion, Historic, Golf....)  I've listened to them, submitted them all, and was rejected on 99.9% of them...

We're not a historic building but we have an entire "wild west city" in the back yard with tons of authentic activities and history games (custom made trivia, treasure hunt, scrap book about the American Frontier History, artifacts etc) - they suggested to submit "historic" - rejected.

Since we're the only listing with this unique amenity (bank, jail, marshal, saloon, shooting range, gold mine, mining sluice, lassoing, costumes etc.) they suggested "OMG", Rare Find, Luxe - all but Luxe rejected (Luxe is listed as "escalated" - not even sure what that means), they've suggested 'design' as it is unique, all original, authentic, AND the house is (based on guests reviews - and I'd love to think so too) stunning.. but design was rejected twice already... We have mini golf and amateur 6 hole golf on the premises (it is 4 acres) and we're within 10 minutes of one prof. golf course and within 20 minutes of additional 3 - they suggested 'golf' category and it was rejected...

We are 6 minutes from one of the most popular Vineyard and within 15 minutes of 4 more and it took 2 requests AND 3 months to get approved... the first request was 'stuck' in 'pending' status for 7 weeks, then rejected.. the second time I requested the category, it took about a month but it was approved.

It would be nice to have someone who can physically override the system based on actual reading comprehension, review of the photos etc.

Just yesterday, I saw a communication here on "chef's kitchen" and how listings that should not be in the category are found under the search, and others who should be included are not...

When I search my area for 'chef's kitchen' I find houses that have small kitchens with no 'preparation space/areas', storage areas (kitchen ware - from cookware, bakeware, dinnerware, glassware, etc etc), electric range ovens, standard or less than mid range line appliances, no islands etc. included in the search.

They all (or almost all) have one feature in common - kitchen exhaust hood.

From the cheapest one available on the market through elaborate, high capacity ones.

BUT that seems to be a set parameter for the AI to approve or reject a chef's kitchen.

We have a 280sq ft kitchen with top line appliances including smart gas range oven with 5 sealed burners and built in griddle, conventional & Airfryer  oven  WITH (a set) high performance microwave with a built in high efficiency exhaust (NOT A HOOD)

10 feet long island with 10 feet open granite counter space for food preparation PLUS additional 20 feet of granite counter top for more food preparation 

our kitchen easily accommodate 3-4 people cooking 

we have tons of storage space for all the imaginable kitchenware and gadgets 

(we have ALL pre-selected airbnb kitchen appliances AND then some)

Stunning design, professional photos (we just added few recently) and surprise, it was rejected - even though we have reviews from prof. chefs and restaurant owners praising the kitchen... 

A simple google search of what chef's kitchen should have - GAS (not electric) range - check, lots of area for food preparation, island etc - check, lots of storage - check, pantry - check, top line appliances - check, loaded with equipment - check, large open space - check 

LOL, it's not even funny how we're getting rejected on any category we might feel should apply to us OR was suggested by Airbnb supervisor to us..

I love Airbnb, we're top 1 %, Super Host for 6 years (I also have another account for 9 years Super Host), 95 5 star reviews, Guest Favorite 

BUT with my self-diagnosed OCD 🙂 I'm having a hard time accepting that Airbnb's AI doesn't love me back 

[Dee32]

@Paul-and-Donna1

I feel your pain:) It took 18 months to get put back into the beach catagory for us. AI removed us when we requested to be in historic homes,which we are a historic home. Also and obviously, the surf catagory:) rejected. I'm a 4 minute walk to the beach, yet AI decided I wasn't. No amount of talking to the hooman airbnb reps helped. We weren't in any catagories for the entire time. I think what I dislike the most is the extreme gaslighting hosts get from airbnb help. I'd rather Polk my eye with a sharp stick than call them.

[Jahneva0]

Infuriating to say the least. Our property is on the beach. My backyard is literally sand level of on the beach, water is 100 ft from my back deck, and yet we are not listed or tagged as beachfront, beach, or waterfront. They gave us only “amazing views”. Beach and beachfront were denied despite 2 other airbnbs on our street having those categories. Given how in-your-face categories are when you open the app, this is extremely disappointing. More so, was the terrible and useless conversations with customer service reps. How can you not look at my photos, reviews, or google maps and add the beach category? How can AI have the final say, as if it makes no mistakes? Denying that these tags wouldn’t make an impact on bookings or search is absurd. Many of our guests over the years found our remote beach home by searching this way. It’s a rural destination that many don’t know to search for otherwise. Categories wouldn’t exist if Airbnb didn’t believe they have an impact. 

[Deb216]

It is now June 2024.

I received another 2 messages from an Ambassador:

 He/She will be away from the office for 2 days...

And then another message, 

They've CLOSED my case!

Nothing has been resolved!

[Dee32]

@Deb216 

😞 So disappointing. I'm sorry. Do post if something changes. The worst part is the pretend customer service. Everyone who has ever called CS knows what it means when they say "I will be away from my office for 2 days" It's comical at this point.

[Joan2709]

Hi @Jahneva0 

Luv your place!

Yup...AI is a tricky thing for sure. Programmed correctly it is a great tool. That said, even a great tool can be used incorrectly and cause alot of harm. AI has to "learn" as it goes and just like a "toddler" there can be a big mess created along the way.

A few things I would try on your listing. These are just guesses and suggestions. The problem is, if you have been denied a category, I understand it's very hard to get that changed, as the AI has "ruled" (even if it's wrong!). I have had to request removal of incorrect categories!

Exact Location (Specific Location)

I always advise my clients that are right on the beach to indicate exact location. This reassures guests that are searching for beachfront that your location is accurate. This may also be used as a "marker" for AI when determining "beachfront", but that is a guess on my part. Your address is only shown after they make a reservation. Be sure to turn on the privacy option so guests cannot see the exact location until after the free 48hr cancellation period. Right now you are showing a  general location as indicated by the transparent red circle around your location on the map in the "Where You'll Be" section:

Neighborhood Highlights

Airbnb doesn't state what factors AI considers when determining Categories. They provide generalities like your description and photos should refer to location features. However, I have noticed with some of my clients that if they refer to a specifc geographic feature in Neighborhood Highlights on the listing, it sometimes works. I would add references to "beach", "beachfront" to Neighborhood Highlights. Right now you just say "small rural community." You can include things like what type of sand, how long the beach is, best to time to enjoy the beach and what part is most picturesque, etc. You get the idea. 😊

Amenities Section

I would review this section under Location Features bubble and be sure you have included waterfront and beach access (looks like you have?).

Location Card

Be sure you have included "beach access" and "waterfront" in this section.

Thats all I can think of at the moment. Let us know here if you are able to get the categories you want added, as it might help another Host 🙂

[Rita2979]

.I have had this exact same experience since I listed in December 2023.  First I was in skiing, despite not being open during ski season, then countryside, then NO CATEGORY>  I am a campsite, my site name is Riverfront Ritz Campsite, yet they won't put me in camping,  I have been on the phone with them too many times to count, with the exact same response.  They give me the robo answers on how to pick a category, as if I didn't know, then how to elevate, but as you know, they gray out the category that I belong in.  It is beyond frustrating,  this site earned 94 five star reviews when it was listed through Tentrr, up until December when they went bankrupt, so I had to list my site on my own.  This time last year I had 10 bookings, this year I have two, and one was a previous camper that I reached out to.  It doesn't make sense that they can't fix it.  They first told me, after several phone calls, that it was a known bug and they were working on it, today I got a response, that there is no bug, so I needed to uninstall, reinstall, empty cookies and all that......after doing that it still doesn't work.  

[Joan2709]

Hi @Rita2979 

I'm so frustrated for you as well! Your property should clearly be in the Camping Category. I have noticed with other clients that putting information in the Neighborhood Highlights Description section under the Listing Location Card in the Listing Editor has helped some of my clients. I noticed that section is missing on your listing? 

When you enter information in this section on the listing it shows up under the location map under "Neighborhood Highlights." I would complete this section on your listing and include all kinds of information about "Camping" there. I'm guessing the AI "mines" this section (along with other data points) to determine Categories, but that's only a guess. It's worth a shot.

[Marie8425]

@Rita2979 

Don't know if this will work but something similar helped someone else out.  

Using Elevate the Airbnb tool to submit for category review.  Before a human actually sees you are talking to a computer,  Your ad mention camping frequently which is good.

I wonder though if using the Airbnb Folders that say bedrooms, bathroom and kitchenette confuse the computer to say not a campsite?

[Sarah-and-Alex0]

Do you know what the connection is between Airbnb and Elevate?  I noticed that one of my listings is in the Bed & Breakfast category, and we do NOT serve breakfast.  I found this thread because I found the Airbnb guidance that says give your login to a separate company (Elevate) to request category changes and wanted to find some context before GIVING MY LOGIN TO A DIFFERENT COMPANY.  It sounds like a lot of folks here have already done that - can you shed any light on why Airbnb directs us to an external company to request recategorization of our Airbnb listings? 

[Joan2709]

Hi @Sarah-and-Alex0 

I'm assuming this is yet another 3rd party vendor they are using to outsource this function. Since they refer to them in their Help Articles, I wouldn't have security concerns about that. You can always verify with CS if you have any concerns about them being legit.

[Brandon88]

Would love to see Airbnb take this issue more seriously. Not having listings in the most accurate category can lead to a recurring stream of guests with false expectations about the property impacting the business’ reputation via reviews and guest satisfaction.

[Aaron1314]

Hello Danielle - were you able to get this resolved with Airbnb yet? We are also experiencing the same frustration. We own a beachfront home and they keep rejecting the beachfront category. It's hindered our business greatly in the last 6 months. Any insight would be greatly appreciated. 

[Rita2979]

The only way I was able to get listed in the proper category was to completely start over with a new listing.  Same exact place, pictures, description etc, but I was put in the proper category.  I cross listed with other sites and Air BNB was the worst performing, is that a surprise to anyone?