Report Guest - Airbnb app/site Bug - do you have it too?

[Susan1188]

Most guests are great but inevitably a very small minority  I need to "report" to stop receiving messages from them and block them from booking my property.

When I do the process to report, I get a screen saying "something on this page is broken", without the possibility to add text.

And recently I realized that even though the guest shows up on my screen as being "reported", I am still getting messages from this person.

Can you check if you have the same bug and if so please declare it to the support team using the feedback bug report?


https://www.airbnb.com/help/feedback


How to check:

Click on guest profile
At the bottom of the screen click on "report guest"
the "What's Happening screen pops up
Choose "it's something else"
The "What's Happening" screen changes to say
"Something on this page is broken

You can also go into a discussion thread with a guest and click on the flag next to a message, you will get the same chain of "what's happening" screens.

Instead of saying "something on this page is broken", it should give you a text box that allows you to introduce a description of the issue.
And then when you look at the profile of the person it should say "already reported" at the bottom.
But even having this "already reported" does not mean you will not be getting more messages from this guest.

[Elaine701]

@Susan1188 

I often get these kinds of messages on the app when my internet has gone wonky for some reason. Internet works on other websites, but perhaps somewhat intermittently. Airbnb seems to be rather intolerant to that. 

Restart your mobile and the app... Keep trying... 

[Huma0]

@Susan1188 

Yes, I have experienced this also recently, i.e. the 'something on this page is broken' and not being able to select something else and on my desktop, not the App. I have therefore just had to select one of the other options. I did not continue to receive messages from the guests.

I have reported this to Airbnb CS. They don't seem bothered. If you want to block a guest, rather than just report them, i.e. you don't want further messages from them, you have to select 'they're being offensive'. You then have a box where you can input the real reason. It's not ideal, but CS told me that's the only option for blocking. Reporting alone doesn't stop the guest from messaging or trying to book with you.

[Christine615]

The whole site is working this way. I tried to report a non responding host (possibly an illegal listing) and it gave me the same horrible options. I finally gave up and contacted Airbnb customer service directly.

[Sybe]

Hi @Susan1188, I'm sorry to hear you're experiencing this issue. In your post you mentioned a bug but you list two sort of issues, which one would be the bug you're referring to? The "Something on this page is broken" message?

In regards to the bug itself, some replies mention the app and some mention PC. On which platform do you experience this bug, and is it on the other platform as well (i.e. if you're in the app, does the bug also happen on the website)? What are the exact steps you took before you got this error?

With mobile apps you can always try to delete and reinstall the app, and make sure it's updated to the latest version. On the website you could try to delete your cookies and browser history and then restart your browser. 

I hope this will help!

[Susan1188]

 

Hello Sybe thanks for your message sorry for delay in responding!
Too busy hosting!  lol

I'm mostly on a macbook using chrome and on iphone using the app.  I have refreshed the app recently.

You are right there are 2 issues, one is the reporting path does not allow me to input the issue, second is that the guest can still contact me after I want to the end of reporting guest process.

(1) the path taken when I report a guest arrives at "something on this page is broken".  That is the first issue.

Exact steps:  click on "flag" next to inbox converstaion
Get screen "what's happening? : spamming me, being offensive, something else".
click "something else"
Popup screen shows "something on this page is broken".
I can check that and it returns the message "thank you for your feedback".

I had been doing this for literally years thinking that the person was then blocked.

Recently had a very problem guest who I had to block and I followed this and the guest was able to still send me message.

[Sybe]

@Susan1188 Thank you for the detailed info! I've sent this to the team now so they can look into it for us. Hopefully I'll have an update or a workaround for you soon. 😃

[Sybe]

@Susan1188 I have something you could try. Could you please follow the steps here and see how that works out? 

Let me know how it goes!

[Colleen253]

@Sybe  While we are on the subject, Airbnb should provide a simpler method for blocking someone. The title of that article is “How do I report a message or block someone on Airbnb?”

Its not OR, it’s both. You can’t simply block someone, you must report them and their message first. And the only way to block is to choose ‘they’re being offensive.’ Any other option does not give the option to block. I’ve rarely needed to actually report a guest, but I have, many times, needed to block. When I do this, I have to explain that to Airbnb, and I ask them to provide a better way to block. Reporting and blocking do not always go hand in hand. Also, it’s clear Airbnb doesn’t like us to block guests, but the fact remains that many times it’s necessary. Discouraging it by making it uncomfortable or difficult to do does not change a thing. 
@Susan1188 

[Sybe]

@Colleen253 That's a good point, and I'm glad you're already providing the feedback directly (I would've expected nothing less!😉 ).

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[Susan1188]

thanks @Sybe  
Yes of course I investigated myself, not just on airbnb but on other forums
Yes of course I saw the airbnb article about how to block a guest
Yes I have tried it many times and always get the same bug.

Thanks for your help though and I'll respond to the private message for confidentiality about these guests.

[Gillian166]

yes I got this yesterday, just gave up.