My guest is unable to see her reservation!

[Mike-And-Georgina0]

Hi there,

I have a confirmed guest for this coming weekend. We had been communicating through the Airbnb website.  She let me know that she could not find the House manual under Guest Resources.  Somehow she ended up creating another request for a stay. She called my cell phone tonight saying she could no longer see her prior reservation/confirmation on the Airbnb website. I still have her under my reservations, but she says she cannot see her reservation herself. She can only see prior reservations from other stays at different locations. Has anyone encountered this before?

Thank you!

[Zinj0]

I'm guessing that your guest is on a duplicate account made by accident and is messaging you from the duplicate. As long as a reservation is still active (you said you can still see it on your end, that wouldn't be the case if the booking got cancelled) it should show as an upcoming reservation on her account under Trips. I'd recommend having your guest try logging in with a different email address or have her call abb with the reservation code on the receipt so they can track the booking down.

[Helen3]

Oh dear @Mike-And-Georgina0 

Hopefully you’ve suggested she calls Airbnb to sort this out.

next time why not just email her a copy of the guest book if she can’t find it.