I found this thread when searching for the same answers. I am a Superhost and have always assumed my guests just 'miss' the information I provide because they don't really try. But my experience today as a guest on my own trip revealed a real issue with the Airbnb website!! I submitted feedback to Airbnb and will post that feedback here in order to 1) Help others navigate this issue and 2) Further encourage Airbnb to fix this issue to HELP US ALL, guests and hosts alike!
My feedback to Airbnb was as follows:
A simple message from my host on an upcoming UK trip revealed a HUGE problem with the way your website provides guest’s with their itinerary!
My host sent me a message, "You also have the WiFi code now, under Guest Resources, so you can call me from the door, by What’s App." My attempt to locate the WiFi code in "Guest Resources" led me down the rabbit hole! (As a SuperHost myself, I am now horrified at the difficult time all of MY guests must have trying to find the information I provide for them!)
The information is hidden better than an Easter egg in an online game!
A variety of paths lead guests ALMOST to the itinerary, when they click on the green-lettered “Show trip details”. But the only information apparent on this page is a list of dates, a list of "Things to do in town" and two green-lettered buttons, "Get directions" and "Contact host". The HIDDEN option that actually gets you to the itinerary is to click on the un-boxed, non-highlighted, non-green-lettered "Your bed and breakfast reservation" which, at best, looks like it might send you to the original listing, if anywhere at all.
The same limitations exist if you click on “Keep track of your plans”. You now have four green-lettered buttons, “Get directions”, “Contact host”, Check-in instructions”, and “Modify reservation”. The HIDDEN option that actually gets you to the itinerary remains at the top — the un-boxed, non-highlighted, non-green-lettered "Your bed and breakfast reservation".
Further complicating things for the guest is your wildly inconsistent use of names for this information page, including “guest resources”, “itinerary”, “Show trip details”, and/or “Your reservation details”.
And while you can reach the well-hidden itinerary by a variety of paths, the wildly inconsistent use of green-lettering and boxes to highlight clickable paths adds yet another layer of confusion.
Perhaps your attempts to optimize the up-sell on “Experiences” has caused or exacerbated this issue. But I strongly recommend you hire a few UX Designers with deep Airbnb experience to help guide you back to a simple, intuitive and seamless experience for your (AND MY) guests!!
