I can't imagine how frustrating that must be! I do think this is an issue that you will be able to resolve. It is quite unusual.
I haven't had difficulty resolving issues with Airbnb, but some representatives are better than others. I don't tweet. I telephone Airbnb. If I get a representative who doesn't know how to help me, I kindly thank them for their time, hang up and call again. When I get a good rep, I try to be clear about what I'm experiencing, then I say "I need your help." Human nature is to want to help, so that puts them in the right frame of mind. I also use a phrase when negotiating.... "What would it take to ________?" I don't have the patience to do tweeting, texting, emailing.... my time is valuable, so I want real-time communication. You will also have better luck with reps from the call centers in the U.S., than those outsourced to other countries. The U.S. reps don't seem to rely on scripts as much as the reps in the call centers of other countries do. I always ask the rep, "Where is your call center?" Then I say something nice about that place. That seems to help in developing a good rapport with the rep, who ultimately is going to help me get my needs met.
I took a look at your listing in Mesa, AZ. Love the pool and spacious rooms! I noticed a few things that you may want to know about. #1 Your first guest is not actually from Kellyville, OK.... that's a default that occurs when a person who is new to Airbnb doesn't put their hometown in their profile. You can ask guests to update their profile to correct that. When a guest inquires or books, it's a good idea to check them out, google them, especially if they are new users of Airbnb. #2 Your profile is not complete. Great guests want to know more about hosts, just as great hosts want to know more about their guests. Write something about yourself that will be good for guests to know. #3 If you can find a local Airbnb superhost to mentor you, that may be helpful. That's what I did when I was starting out., but continue to learn in the Airbnb host forum too. They can give you feedback about your listing, share local resources with you, and help you develop the art of hosting. #4 Instant book can be a helpful tool and help you get more bookings, but you may want to require guests to have verifications AND good reviews. You can still check them out, even after they've booked. If you don't feel comfortable about a booking that was instant booked, you can cancel penalty free - but call an Airbnb support rep to do the cancellation for you to avoid any problems. Some hosts think new hosts should hold off on allowing instant book until they become more experienced in vetting guests. #5 For six guests, your pricing seems too low. If you plan to keep that price, then consider establishing an additional amount for extra guests after the first two. #6 Consider a particular niche or type of guest you want to attract and then set up your place and your listing to cater to them. Good luck!
