Since the update one of my bedrooms is not showing on the AirBNB map

[Tejay0]

I have two private bedrooms, and one of my bedrooms was in the top 5%, Guest favourite, but since the latest AirBNB updates that has now reduced to a 'Point of Interest', with no further pages, and no way to book.

I have asked someone at AirBNB to have a look but they have been at it for days, and still no progress. It fully exists in my Hosts pages, but not in the 'Travelling' sides.

This is the hosting side:

And this is the Travelling side: See attached two images.

Any suggestions?

[Shelley159 · Accepted solution]

Hi @Tejay0 

Not a pleasant problem to have!

Is Frankston North reasonably close to Melbourne? It looks like it if I look at your 2-bedroom listing, which is here on the map:

But the missing bedroom seems to show in a totally different location, far away:

It looks like Support will have to correct the location of the listing.

[Tejay0]

You are absolutely right @Shelley159! I found it where you pointed it out to be in Bald Hills Creek Wild Reserve, just north of Bird Hide lookout. Which is in the middle of whoop whoop!

Obviously a complete snafu, but how did it even get there, when it clearly states Frankston North, AND where did the Point of Interest icon come from?

How did you find it? What search term did you use, and where did you insert it?

I am getting close to this. The AirBNB help thus far have been no help. Maybe I can help them help me now?

[Shelley159]

Yes you'll have to do just that @Tejay0 😂🤣

I guess it doesn't make you feel any better to know that you're ranking in 1st position in blind search, no filters, when someone searches Bald Hills Creek. Things would've been fantastic for you if you actually had a listing there.

The screenshots I used in my original reply was from the Location section in your listings. So to help Support, you need to ask them to look at the location shown on your 2-bedroom listing vs. what it shows for the 1-bedroom listing, and explain that they're actually in the same place (one can even see in the photos that it's the same place).

Do point out that it's quite an emergency, as guests going to Bald Hills Creek will see "verified location" on your map and may be very tempted to book a high-ranking place which is not even nearly there.

Good luck and may you have a quick, effective solution with no robot answers ...

[Tejay0]

Thank you. I am trying to move it to the correct address but at first attempt I got an error message saying "Please move your pin closer to your address to continue." 

I have played around with 'Show your specific location' and 'Address privacy for cancellations' but they don't make any difference. 

AirBNB support have gone silent. They had no clue even to begin with.

Before I try again, there are two things: One is a red dotted small circle, and the other is a Verified Location beneath a large red dot, with a white house in the middle. I could not move the red dotted circle, but the Verified Location I was able to move. However in the end I received a message saying "Please move your pin closer to address to continue."

I'll attach some pictures to illustrate what I am talking about.

* 

*[Sensitive information removed in line with the Community Center Guidelines]

[Tejay0]

Well I have reached my point of frustration for now. 

The red dashed dotted circle will not move. And I keep getting the message "Please move your pin closer to your address to continue."  when I try to move the 'Verified Location' to anywhere near where it should be. 

Need to go and do another thing then will be back.

Will also do a search on the net. Surely other people are suffering the same problem and some would have worked it out.

[Joan2709]

@Tejay0 

You aren't allowed to move the map pin after you have had reservations. The only time you can move the map pin is when you are creating a listing and before your first booking. After that, only Airbnb can move the map pin or change an address.

Editing Your Address

https://www.airbnb.com/help/article/478

The issue you are having is a major programming issue with Airbnb and only they can correct it I'm afraid. The database they are now using has a bug and is not showing the correct location. 

Use GoogleMaps

I suggest you use GoogleMaps and enter your address. Then copy the coordinates and take a screen shot of them and the map (you can also share the coordinates by clicking the map pin) and send those to Airbnb to show your listing is in the wrong location on their map on the listing. Other Hosts have had success doing this when then are in rural locations where the mailing address is a PO Box at a rural post office and no where near the actual location of the property. Here is an example of what I mean using Royal Park in GoogleMaps. I entered Royal Park in GoogleMaps and it shows the GPS coordinates and you can share the link and even embed the map and take a screen shot and send that to Airbnb. 

The screen shot you posted has your actual address on it? For security purposes, it's probably a good idea to have one of the moderators remove that. 

@Bhumika @Rebecca 

I'm afraid this is all you can do at the moment. I'll keep trying to think of other things you can do. 

[Joan2709]

@Tejay0 @Shelley159 

Another Host posted a similar issue with location since the update in Argentina. Perhaps this is related?

"Thousands of listings in Argentina that are in the Capital cities of each province show a title of being in the Capital of the country, vs the capital of the province."

https://community.withairbnb.com/t5/Host-circle/Thousands-of-Argentina-listings-appear-with-wrong-lo...

@Rebecca , can you kindly forward this issue and the one in Argentina to the appropriate team at Airbnb? Looks like thousands of listings affected. Of course, if a guest can't find the listing when searching, they can't book it. 😐

[Tejay0]

Thank you @Joan2709 . I think this is a monumental stuff up by AirBNB for sure. But I will try to help them. @Shelley159 above has found the real listing. Now I have to find a way to help AirBNB correct it.

[Joan2709]

@Tejay0 

I would also check the address for the other 2 rooms and see if they are an exact match to the address of the room listing that has gone missing.

[Tejay0]

Thank you @Joan2709 . The other two addresses have the exact same address and ARE listed in the correct place.

This property was also correctly mapped until the system change a few weeks ago. Well I am assuming that, but I didn't check the first week or so. I did have a guest a few weeks back, when it was listed in the correct place.

One other thing, I've been in contact with AirBNB to correct this since last Tuesday. They have been totally clueless. From ordinary AirBNB staff to senior managers. All the same. I called again today, asked to have it moved to an AirBNB staff in another country. They said no go, but they don't seem to be able to do anything. Up till today they couldn't even understand the problem and I didn't even know the place was listed elsewhere until ~ 3 days ago. I'm a bit exasperated.

[Joan2709]

@Tejay0 

Ok...sigh. 

While you are getting your GoogleMaps stuff together, one more thing to try. Doubtful it would do anything, but worth a shot. Try unlisting the room, then re-list and see if that does anything. Since you say Airbnb is showing the listing as a point of interest and not an actual address, I don't think this will help, but hey, might as well try it. Just be careful NOT to delete the listing. Keep a copy of the URL for the listing somewhere. 

https://www.airbnb.com/rooms/53885016

Listing Editor

Click Settings Icon (cog top right)

Unlist

Also, I would try contacting Customer Service after 7pm Pacific Time US. Some hosts report they get more knowledgable CS reps. 

[Tejay0]

Thank you @Joan2709. I tried that. Unlisted the room. Waited about ~ 10 minutes. Logged out, then logged back in. Waited another 5 minutes. Then relisted the room. Unfortunately still showing in the wrong place. 

I spoke to AirBNB support about 2 maybe 3 hours ago. I also told them of the 'Place of interest' icon on my premises, and they said they'll have a look at it. I mean, I had provided another team the same info on the 20th. 

Still no progress.

In the meantime it is past midnight. I better get to bed. I have another appointment with a government agency, nothing to do with airBNB. Then I have two court cases. One on the 30th and another on the 2nd of June. So I will be busy. Meantime, thank you both, @Joan2709 and @Shelley159 !

[Tejay0]

Ok, in the background AirBNB have been replying to me with various different staff.

But their last two replies amaze me!

Looks like they gave up, or they're trying something different.

From my end, the room (one of two) is still showing over a hundred km's away. The other room is occupied until June 19th. And my third listing is a combination of both rooms (when both are vacant, therefore not showing). But both the other two listings have their location in the correct place. It's only the 'Comfy room with serene garden views' which is dislocated. By over 100 km's. And in it's place (where it should be) there appears to be a Point of Interest icon.

So here's what AirBNB wrote in their last few messages. Including my comments in between them:

AirBNB: Can you try to have a check now and see if it is showing correct ?

AirBNB: Because, I have tried to make the change.

Me: Hi, I have just checked on the phone, and also on the PC. It is still showing in the wrong place. I will attach screen captures for you after this message.

Me: The first picture is where it is showing and where it should be (where the point of interest icon is), over a hundred kilometres away.

The second picture is showing the Point of Interest where the room should be. The point of interest icon I noticed same time I noticed room was missing. About a week ago.

This picture is when I see the room listed in Hosting, and under Location it shows it in some green area (park/forest?) when it should be at 65 Brunning Crescent Frankston North, Victoria, 3200, Australia.

AirBNB: On my end I can see that the listing is showing on the correct location.

AirBNB: If you’ve got any more documentation or information you’d like us to take into consideration as part of our review, please reply to this message and include it, within the next 30 minutes.

Me: Well I have screen captures posted. Is there a propagation issue?

Me: Ok, have tried a second PC, and still the same problem as described.

It also shows incorrectly on my mobile phone.

AirBNB: Hello Tejay,

Thank you for sharing your thoughts with us.

Upholding the policies and standards that protect our community is very important to us. We’ve given your case and its details careful consideration, and we determined that from our end the location is showing correct as the changes has been made to the listing address.

We understand that this might not be what you’d hoped for.

Our review is complete now, and we won’t be able to offer additional support on this case at this time.

If you’d like to provide feedback on Airbnb’s policies or your experience, you can do so any time at :
airbnb.com/feedback

Thanks,
Airbnb

Ok, so what now? I still have the room located in the wrong place, and I still have a Point of Interest Icon where the room should still be located?

What are my options now? Where can I go to right this wrong? And how do I do it?

Thanks in advance.

Tejay.

[Shelley159]

🙈in my experience, all you can do is give it some time (not because the system needs it, because you probably need it) and try again. There's nothing wrong with the way you're reporting it. You could perhaps leave out the "point of interest" issue, just to make sure they focus 100% on correcting the location.

These issues usually do get solved, but it's not unusual to try what feels like a hundred times.