Dear [Support Team/Customer Service Manager],
I am writing to escalate a visibility issue with my property listing that has significantly impacted my business. For the past seven days, I’ve reached out to multiple representatives, including a senior manager, but responses have been vague, failing to address my concern. I am requesting that this issue be escalated to the IT team, as it has created a major disruption in my bookings.
Background and Issue:
My property is located in Beaumont, a small city just 4 km south of Edmonton. Since I began hosting nearly seven months ago, my property consistently appeared in Edmonton search results, which provided the majority of my bookings. However, since October 22, none of my properties have shown up in Edmonton search results, making them only visible in Beaumont searches. This change has significantly limited visibility, as Beaumont’s population is small, with few people searching for accommodations there.
For the past seven days, my listing conversion rate has been negative due to low search traffic in Beaumont. Below are specific details and points that highlight the issue:
1. Search Discrepancy Between Edmonton and Beaumont
When a guest searches for properties in Beaumont, both Beaumont and Edmonton properties appear, including listings located 10 km to as far as 35 km from Beaumont.
However, when a guest searches for properties in Edmonton, only Edmonton properties are shown, and my Beaumont property is excluded from these results.
2. Inconsistent Visibility Logic
It is reasonable to expect that if Edmonton properties appear in Beaumont searches, then Beaumont properties should appear in Edmonton searches as well. However, limiting Beaumont properties to Beaumont-only searches is inconsistent and reduces visibility, especially as Edmonton listings still appear when searching Beaumont.
3. Unhelpful Explanations Received
I have contacted five representatives and a senior manager, but they have not provided a clear answer or solution. Their responses have been as follows:
“Each search is unique and based on the features guests are looking for.”
“Your property is in Beaumont, which is why it’s not showing in Edmonton searches.”
“Airbnb has changed its algorithm.”
These responses do not explain why Beaumont properties appeared in Edmonton searches for the past six months but suddenly stopped on October 22nd, nor do they address why Edmonton properties continue to show in Beaumont searches but not vice versa.
4. Potential Map Coverage Issue
I believe there may be a technical problem with map coverage. When a guest searches in Edmonton, the map seems to cover only Edmonton’s geographical limits, while a Beaumont search includes both Beaumont and Edmonton. This discrepancy appears to be causing Beaumont properties to be excluded from Edmonton searches.
As Beaumont is a small city, few people search for it specifically. Most visitors search for Edmonton or the Edmonton Airport, which are more popular destinations. Without visibility in Edmonton searches, my listing’s exposure is severely limited, causing a negative impact on my business.
Request for Escalation to IT Team:
I request that this issue be escalated to your IT team and that they adjust the Edmonton search area to include Beaumont properties, as it previously did. This change would restore my business’s visibility, ensuring consistent results for guests and helping us maintain bookings.
Note: This issue is affecting not only my listing but also all other Beaumont properties, which are no longer showing in Edmonton search results. Previous tickets have been closed without resolution, so I am reaching out in hopes that a solution can be found.
Thank you for your attention to this urgent matter.
Best regards,
Arun
