Instant Book is the default setting for 2 new listings (I don't know when or how that happened)

[Dale0]

I don't know when this change occurred, but the default setting for Instant Book is "On."  That is a change from when I hosted some years ago. 

I recently created a new listing and was caught off-guard when I had 2 bookings "confirmed" -- that I hadn't even seen -- via Instant Book. Which I never use and dislike. 

[Not a big deal, although annoying: I called AirBnB, canceled the reservations, was penalized $50 each, and was told if I canceled again I'd lose my listing. (I discused with them, and got them to forgive one.) But the agents I spoke with said I must have selected Instant Book.] 

Well, the screenshots here prove that I did not turn on Instant Book, and prove that Instant Book is the default for my two in-progress listings. I don't know when or how this happened; nor if other Hosts have had the same experience. This hurts hosts, imho. Since turning off Instant Book, I've already had 3 scam requests. (Including an 18-yo whose government ID didn't match her account details, which AirBnB caught. And an unverified, no reviews, illiterate, just-joined guy who wanted to host a birthday party with five guys, contrary to my house rules. So, I'm glad I turned off Instant Book.)  

The first screenshot shows 2 draft listings, which I barely started over a year ago and never completed, now have Instant Book turned on. I never use Instant Book. So AirBnB must have turned on Instant Book for these. 

The second and third screenshots show that in these draft listings, I have not reven reached the point where I have the option to turn Instant Book off. In one, I had not even selected the type of Property! 😂  So there is no way I could possisbly have turned on Instant Book for these listings. 

Q.E.D.:  therefore, AirBnB set my default setting to Instant Book 'on'. The proof is in the screenshots.  

[Mike-And-Jane0]

@Dale0 for new and duplicated listings instant book is on by default. The cancellation policy will also be flexible and I think even pets may be allowed. 

[Emilia42]

@Dale0 like Mike &Jane said instant book is on by default. If you want to turn it off you need to publish your listing then go in and update your settings. There will be a lot more settings to change/confirm once you click ‘finish.’ That is one big reason why you’ll still have 24 hours until your listing actually goes live.

[Huma0]

@Dale0 @Emilia42 @Mike-And-Jane0 

Yes, IB is the default setting, but I have found that when you turn it off, it sometimes switches back on. I don't know how.

When I first listed a bedroom in my house, I saw the IB option, didn't like the sound of it and turned it off. The next day, I woke up to a bunch of instant bookings + smart pricing had slashed the prices in half. I had to turn it off again.

After a time, my listings/bookings dived because Airbnb was pushing IB so hard (e.g. making it the default setting in guest searches). So, I reluctantly turned on IB and have had it on up until now. Lately, I'm getting a lot more guests IBing, which used to be unusual for long stays. Many of these are problematic. I've had to call Airbnb three times in the past week to get an IB cancelled penalty free for the guest.

So, I decided to turn off IB on one of my listings and see how it goes. The next day, I got an IB for that room. What??? I go back to the settings and there it is on again. How? I've turned it back off, but feel now I need to keep an eye on it.

[Colleen253]

@Huma0 I’ve had my check in time revert to flexible many times. It was actually proven to be a bug tied to making changes in booking settings. I’ve also had my IB guest requirement boxes magically unchecked. Glitches and bugs are so rampant on this platform that I now check my settings daily. 

[Huma0]

@Colleen253 

Ah yes, the IB requirement boxes is one to keep an eye on. I've also had the pre-booking questions disappear.

The latter I'm still confused about because half the guests see them and answer them and then half say they never saw them. I have no idea if this is user error or another glitch.

Recently, I've had to call CS a lot (mostly about cancellations). The link in the verification  email doesn't work anymore. You're supposed to have ten minutes to do it but, even though I click on it immediately, it says it's expired. I mentioned this several times to CS and they just said that it's noted. Then the last rep I spoke to said it's because they are currently doing updates to the website. Maybe that's also why the IB went back on again after I turned it off.

[Colleen253]

@Huma0 I have the same issue with some guests providing the requested info in my IB pre book question and some not. Updates could very well be the reason why these things happen so often. Then again, maybe it’s by design. I wouldn’t put it past Airbnb. Ever notice how these ‘glitches’ always favor Airbnb and guests, not hosts? 

[Huma0]

@Colleen253 

True, I've never heard of a host's cancellation policy accidentally switching to a stricter one...

[Sarah977]

@Dale0  You're correct, it didn't used to be on by default on new listings. It certainly wasn't when I first listed in 2016. Nor was the 20% new listing discount, which is another default setting.

But Airbnb now has all sorts of default settings now that of course favor guests, not hosts. So it's really important to check all your settings are as you want them, and check again regularly, in case they "mysteriously" revert.

And another thing you should be aware of is that their customer service has taken a huge dive and is now manned by clueless third party reps. They know nothing, not even Airbnb policy, so it's not surprising they would have insisted that you must have turned on IB, rather than explain that it is turned on for new listing by default.

Your goal should be to never need to contact CS, if at all possible, because its usually like talking to a poorly programmed robot. Other hosts here on tbe forum are much better sources of information and advice.

[Huma0]

@Sarah977 

Yes, it's gone really down hill. In my first years I had very good experiences with CS. Now, I still have good experiences, but it's rare enough that it surprises me every time!

Does anyone know if the call centre in Ireland still exists? I used to get through to them all the time when I started. Then I got Superhost status and it usually depended on the time and day I called (got through to Ireland during office hours and then somewhere else otherwise). After a while, I stopped ever getting through to Ireland. I wonder if they were laid off because of COVID. I hope not. They were brilliant - really well trained and helpful. In general though, the reps were better trained a few years ago but the Irish ones were the best I encountered. I used to try to call during office hours just so I could get through to them.

@Sarah977 I know you say that it's always better to message rather than call but if it's something that can be sorted out straight away (like cancelling an IB), I'd rather call. I get through quickly and can get everything resolved sooner. With the messaging, you have a trail, but they just seem to pass you on to one, shortly to be out-of-office, rep to another. When you call, it's most often followed up with a message anyway, even if it's just to confirm the matter is resolved.

[Sarah977]

@Huma0  Yes, I realize that there are certain circumstances where calling might be better. Certainly if you need to cancel a booking for a reason you won't be penalized for, you'd want your calendar cleared ASAP. And of course there are other urgencies that might require a phone call, rather than having to wait for 3 days while the rep is having their "days off", which oddly seem to co-ordinate with any issue they are presented with. 🙂 

Even with what are clearly urgent matters, from what I read here on the forum, even if a host calls because a party is actively going on and the house is being trashed, CS doesn't appear to consider it urgent, promising call-backs that never materialize, or passing the buck, or offering stupid advice like "Tell them to stop". 

I do have a phone number for CS in Canada. It was about a year ago that I called that number and actually got a rep who said she was in Canada when I asked. Whether that is still the case, or the calls now get shunted to a third party rep in the Phillipines or India, I couldn't say.

[Huma0]

@Sarah977 

Yes, I have heard quite a few of those stories. I am lucky that I've never had to call CS in any kind of crisis situation.

I think the most urgent cases for me was a guest who was supposed to be checking in and never showed up + didn't respond to any messages and when I asked CS to tell a guest to leave my property (not partying, but Condom Girl, whom you might remember, and also another, earlier case of a couple of guys behaving badly). I found that CS responded very well and quickly to all of these. Sadly, things seem to have changed.

No, I never get through anymore to someone who's first language is English. Not ever. That's why I am wondering if the call centre in Ireland (that was responsible for the UK) even exists anymore. That's not to say that some of the reps in foreign call centres aren't well trained and don't speak good English. It just seems to be pot luck.

Also, getting something like a penalty free IB cancellation seems to be pretty straightforward. I only had one rep who was clueless about this (a couple of years ago) and I just told her I was going to hang up, called again and got a decent rep. When it's something more complex, that's when CS starts giving you the run around. I find that to be the case regardless of whether you call or message or use the live chat.

If they want to help you, they help you. If they don't, they give you the run around.