Listing in the Work Collection but doesn't show up in the "For Work" filter

[Rafael-and-Elina0]

My listing qualified for the Work Collection close to two weeks ago but when I go in as a guest and turn on the "For Work" filter my listing does not appear at all.  I called twice to the Host Support service but they couldn't tell me why it wasn't listing either why the filter wasn't allowing my listing!  Anyone else have this problem?  What do i do if even the Host service people can't figure out the answer to an issue?

[Matthew285]

@Rafael-and-Elina0 at first I was going to say it was because the old "Business Travel Ready" status required the listing to be an Entire Place (and you have a Private Room).

But now I noticed the "Work Collection" allows for your listing to be a Private Room as long as the guest has a Private Bathroom. But I wonder if the old filter that required an "Entire Place" is still somehow affecting things...

[Rafael-and-Elina0]

Right!  And, my listing is officially in the Work Collection.  Under Opportunities it is shown clearly that it has achieved that level.   I was even given the text: "Way to go, Rafael & Elina! Your listing is featured as a top-rated home for work travelers."   But, as mentioned, when the "For Work" filter" is applied, my listing is nowhere to be seen.

[Matthew285]

@Rafael-and-Elina0 yes, it is very strange! I even went through the trouble of opening an Incognito browser window, going to airbnb.com, searching for homes in Raleigh NC, moving the map to your area, and then turning on the Work Filter.

When the Work Filter is off, you are close to the top of the list!

When the Work Filter is on, you disappear completely.

Only the place on Hickory Pond survives the filter.

Clearly you are being "featured as a top-rated home" by being made invisible.

[Rafael-and-Elina0]

Awesome, that's exactly how i found out too, by going in Incognito.  

This must be some bug but how to make it aware to the engineering team??  Contacting their Help team by phone didn't help, they were just as puzzled.

[Rafael-and-Elina0]

Hello?  Is there anyone out there in Airbnb that has some inside knowledge that can answer my question?  Would be much appreciated!!

[Matthew285]

@Rafael-and-Elina0 this board is really just hosts and guests, so one normally doesn't see anyone from Airbnb itself in here.

Amusingly enough, when I went back to search for your listing, the system decided to give me the version of the page where the "Work" and "Family" collection filter isn't even an option.

You yourself have the best chance of getting some results, by continuing to ask for help at customer support. You will certainly continue to get support people who have no idea what is wrong. Somehow you much convince them to put you in contact with an actual technical person who can look into the details of your listing and what is happening.

[Rafael-and-Elina0]

Thanks Matthew.  I was just hoping that either maybe someone from Airbnb actually does look into the conversations once in a while in order to learn what our pain points are or another host may had been experiencing the same thing and may know how to fix the problem. 

I'll keep contacting Support but it is weird to contact them only to have them confused as to why it is happening as well!

[Rafael-and-Elina0]

An update:

As can be seen below, I was told that "the entire team was working their best to make sure this won't happen again..."  

The problem is still not fixed and the support case was CLOSED!  Why was it closed if it wasn't fixed?

And why is it so difficult to include my listing when many others are already included in the Work Collection and actually show up when the filter is applied?

 [Conversation with agent hidden as per the community guidelines]

[Tammy110]

Hi Rafael, I too am having the exact same problem. I called Airbnb and they said they would look into it. They sent me a message and said the engineering team was working on it. A week later, after no results, I messaged them and their reply was their engineering team was still working on it, but with no time frame available. My support case was closed as well after that message. Two weeks later, still no resolution. If you get any results, I'd appreciate knowing anything at this point!

[Rafael-and-Elina0]

Hi Tammy,  they finally fixed it for me after several weeks of complaining about it.  There was never any explanation about why it didn't show up to begin with.  I'm surprised that you are reporting the same problem, seems like the fixed algorithm didn't cover all cases or they just manually go in a configure individual listings - who knows how it works!

My only advice would be to keep complaining until it is fixed.

[Matthew285]

@Rafael-and-Elina0

I don't know if you already know, but your listing does appear now in the Work Collection.

[Rafael-and-Elina0]

Thanks Michael,

Yes, after them closing my case without resolving it I wrote again and called around May 1.  On May 5 I got a call saying it was fixed and I checked - sure enough, it had been fixed.