Airbnb host support, we need a union

[Rebecca1604]

In November I contacted Airbnb because I was receiving no new bookings from October 14, which at first I thought had something to do with it being the "off season" and people just not traveling, but it was nothing close to our previous off seasons (to which my calendars on Airbnb can attest to, which I will show in number at the end). So I decided to look into it, as we were really struggling with the lack of income. I found that when searching for a place in our town, our listing would only show up when I zoomed in, directly over our home. Strange. I have been a super host for many years, and have hosted hundreds of guests- I typically show up right away on Airbnb's search (as our listing is doing once again). So I contacted Airbnb to see what the issue may be.
The first email I sent was November 7, the person "helping" me did nothing and did not actually hear my concern, nothing was done and this person closed the case. Weeks went by and our listing completely disappeared from the search, even when directly over our home. At that time I urgently contacted Airbnb on November 24, as we were entering Thanksgiving weekend, with our room vacant, and this being one of our busiest times, and our listing was nowhere to be found. I knew something was seriously wrong.

In addition to sending a message, I also spoke with and Airbnb representative. The representative seemed to understand and gave me a sense of hope that my issue would be dealt with, and in a timely manner. She brought her manager/surpervisor over to look at the issue and they concluded there was something wrong, and it looked like a bug, or at least a tech problem they could not correct themselves. She said that someone from the tech department would need to contact me. I asked her to make sure someone contacted me that day, as I was losing out on a lot of income for the Thanksgiving weekend. She assured me somebody would contact me. Nobody did. Ever. My listing remained absent, with no way to make any income.
The representative on the message did absolutely nothing for me, at least she didn't lie, but she closed out our communication stating that it had been resolved. I responded that it had not, in fact, been resolved at all. She closed the communication anyway.

From October 14 until December 2, our listing did not show up on Airbnb's website or only showed up when zoomed directly over our home. In 2020 we made $3136 during these dates, in 2021 we made $281 during these dates, and all from bookings created before October 14.

We need to form a union to make sure hosts are looked after, since Airbnb is not doing this.

[Emiel1]

@Rebecca1604 

You own 3 listings, two of them are in the search system:

https://www.airbnb.com/s/homes?host_id=33293291&map_toggle=true

The third one (listing nr 32221183) is not in the search system, because there are no available dates on the calender.

With the URL above you can test under with conditions your listing(s) show up.

[Rebecca1604]

Emie,

I understand the calendar system. I explained that my listing is now visible... it was not, however, from October 14- December 2.

[M199]

@Rebecca1604 

Airbnb is not your employer. It is a marketing platform service only to which hosts and guests pay a service fee.  Just like mailing a Christmas Card (postage fee)  They have no stake in your property/rental and no direct control. They for the most part do not control your business, only you do.

Unions are designed only for employees under an employment contract, not self employed persons.

[Rebecca1604]

Got it... then maybe another solution. Just trying to think of ways we don't get screwed over due to something out of our control and is in Airbnb's control. Thanks for the help explaining that though. 

[Susan990]

@Rebecca1604  Thank you for posting your story. I too have experienced a similar situation since November my Views have precipitously declined and then bottomed out at zero in December. I have 2 guest houses, always booked 93% occupancy, monthly stays only , and noticed that when one my unit named Parkside Pad was about a month out to be vacated that I had NO inquiries and no traffic on-line as Views, kept watching that data and it kept declining to zero.  Now my calendar for this unit is totally vacant to infinity.  It comes open on the 18th. and never has this happened. ??? what is going on?

[Rebecca1604]

I'm so sorry to hear that, it's so frustrating. I sincerely hope something works out and your space gets rented. If you have any ideas for how we can help fix the gap with hosts and Airbnb support, please post them. We need to find a way for hosts to be represented better. Airbnb used to be AMAZING with helping hosts, I loved how they took care of me (and the others I know). After covid hit they took a 180° and were some of the least helpful support I have experienced. I understand why, but it doesn't lessen our need. 

[Allie228]

THIS IS AWFUL. Airbnb just doesnt get it or show any urgancy.  It is all talk about caring about Hosts. They always side with guests.  Getting to talk to someone who cares is impossible.  I am so sorry for you.

[Lorna170]

@Rebecca1604   I am sorry that this happened to you, and I agree that the support you requested was severely lacking.  AirBnB outsources it's CS to other companies, the agents have scripts to read, they work with an incentive to open and close cases as quickly as possible, and seldom seem to have a grasp on the damage they (CS) are doing to the reputation of the OTA that hired them.

However, IMO, you should diversify and look into using other platforms in order to keep your properties visible to the public and rented.  I know that many people feel that using one OTA is enough, and they get all of the rentals they want, but if a platform is going to shut you down for no reason (as complained about in other threads) or you cannot locate your listing while doing a search or trying to figure out why no inquiries, you need to consider posting on other rental sources.  I was a firm believer in my OTA, and did not diversify for years until my platform ceased being a consistent good source for guests.  I added my own websites, gave local realtors a try, and listed on other OTAs on a trial basis until I found an advertising combination that kept me rented.  If AirBnB fails to perform, another source will keep you afloat.

[Pat271]

Curious…did you have luck with the realtors? I hadn’t considered that as an option.

[Lorna170]

@Pat271  Yes, I had luck with a local real estate company that offered vacation rental properties.  I had to be careful with respect to their business model, which was to demand that I hand over my entire calendar to them, but I was able to reach an agreement that was satisfactory to both of us and kept me in control of my own property.  

[Erin8405]

I agree we need a union! Is there any movement to do this?