Tourism licence number in Spain for LLar Compartit - non recognition on the site

[Flavia544]

Hi everyone, I hope someone can help me.

I’ve been renting out a loft apartment on top of my house through Airbnb for the past 9 years. Previously, I didn’t need a tourism licence because it was part of my home where I also live. With the recent change in the law, I now have a tourism licence, however, the licence has a different format from the standard ones, since it applies to a space within my own home. It is still fully legal, just issued in a slightly different way.

Three weeks ago, I uploaded my new licence and have been in contact with Airbnb support almost daily to try to get my listing relisted. Unfortunately, I’m still not online. Airbnb keeps giving me the same instructions, to add my number under “Regulations”, but when I do, the system still shows error messages. They repeatedly close my support tickets without resolving the issue, so my listing remains blocked.

Has anyone else experienced this problem? I suspect it might be due to the unusual format of my licence. I’d really appreciate any advice, or to hear from anyone who has faced a similar situation.

Thanks in advance!

[Mike-And-Jane0]

@Flavia544 the way customer support works seems to be that the level 1 folks close the case once they have escalated it to the backroom team. This stupid system means that you cannot tell if someone will be in touch or if you are being ignored.

Do you need Airbnb to publish the licence or could you get around their systems by just writing the licence into your description and listing it as you have done in the past?

[Flavia544]

Hi.  Thanks so much for your reply.  It has been escalated so many times, and I also keep dealing with new people.  It is in the regulations section (where I was told to put it) and I have also put it in the description.  I have sent them the official government certificate also.  It has been 3 weeks now and they keep saying it is being reviewed and then nothing happens.  I did noticed when I tried to put it in another regulations section that it did not recognise the format (as it is different from the number given to separate houses and apartments) so rejected it and would not let me save it.  I believe that this is the issue, but no one from Airbnb responds to me about this.  I am literally going round and round in circles, with the support staff and the escalation department simply saying they are closing the conversation, or sending me on repeat the same message about I need to put the tourism number in the regulations section... but it had been there for 3 weeks already... they then say it will take 5 days to review the new info.  My response is always that there is no new info to review.. and this message they ignore and close the case.  I am feeling completely desperate and have no idea what else I can do.  As this is a new format of tourist licence, I believe their system doesn't recognise it and rejects it, but they do not respond to this idea.  Do you have any advice for me?  Thank you so much.