Three weeks ago, a guest pointed out that my listing had the wrong house number (15 instead of 16). He noticed this because the check-in instructions I sent via Airbnb showed a different number. I hadn’t noticed the error myself, nor had any of my previous guests.
When I contacted support to correct the address, instead of fixing the number, they mistakenly changed my listing to an entirely different city.
I only realized this mistake after noticing my apartment hadn’t received any bookings for three weeks during high season, despite being a Superhost with usually fully booked availability. It appears the support agent didn’t understand that the street name is common to multiple cities in Italy.
I have contacted support again, and while the listing now shows the correct city on the map, it still does not appear in search results.
I am very upset, having lost three weeks of potential bookings with no clear timeline on when this will be resolved. Is there a way to escalate this issue to a higher level? This error was caused by Airbnb support, and they should take responsibility by resolving it promptly or offering appropriate compensation for the inconvenience. What steps do you recommend I take?
