We operate about 60 locations in South Florida and have maintained a Superhost status for more than 4 years straight serving over 3000 guests a year only on Airbnb.
On January 3rd we started realizing that about 50% of all messages, bookings and inquiries were not showing in our inbox. Our inbox also showed "0 unread". Over several days we started receiving phone calls from current and past guests saying that they have been trying to reach us but we were unresponsive on the platform. We then went to our calendar and clicked on "message" for those that said they were trying to reach us. Sure enough, there were several messages that we never saw.
It is now January 22nd and after countless hours on the phone with Airbnb we still have no resolution. In fact, it's gotten a lot worse. With 60 locations we are dependent on the help of others. We have a staff and have assigned some as co-hosts. It was suggested by Airbnb support that temporarily removing the co-hosts from the listings would fix multiple problems. First being the messages and second, it would allow for us to set up our "Team" feature for professional hosting. This all sounded great so right away we notified our co-hosts that we were temporarily removing them and we would have them back up and running shortly. Now, not only did it not fix anything, but we cannot re-assign the co-hosts on several listings (it will not let them accept the invite).
We have tried removing the app from all devices, signing out from every location and clearing the cache from every browser. We have done these things every day for the last 19 days and still nothing.
We are receiving bad reviews related to poor communication and Airbnb is refusing to remove them even though their own policy says that nothing is allowed in a review beyond the users control. I think that not receiving messages due to a software glitch is very much out of my control.
We hope that someone else has had this issue before and can help us because our daily phone calls are not going anywhere.
Thanks,
Bradley and Melissa
