Problem with special offer

[Clare15]

URGENT!

Have just spent too long chasing my tail on the Airbnb website, trying to contact the Zen desk, Twitter, etc: this is not cool. Am not sure how the Community Help works, but need tech support!!

A guest is trying to make a booking: I made a special offer, twice, but when she goes to book, it is not allowing her to pay the special offer- it reverts back to the higher price.

She is time-limited, and may not be able to make the booking, if this is not sorted out, like, now.

I am really dissatisfied that, as a super-host, there is not a straightforward method of contacting Airbnb - this is a very unattractive trait of large platforms like this - I understood Airbnb to have this extremely prompt and personalised service for their clients, and am not happy that this has changed.

Clare Galloway

[Mary-Ann0]

I have had good luck with the chat feature.  Tell them it's a time limited booking.

My first guest couldn't complete the booking because of the app she was using.  There was something wrong with it and they ended up calling her at home and helped her complete her booking.

You might try that.

[Clare15]

Thanks so much Mary Ann!

Yeh, I don't seem to see the Chat feature any more - I had to contact them via Twitter, and they said someone would be in touch with me, but that was like 2 hrs ago - the client has had to leave for a week-long retreat, and so cannot complete the booking now... I have to hold it open for this time, which is always a juggle...

I told Airbnb it's a time-limited issue. It seems like a real runaround to contact them right now - I am really not happy with that. I really need them to contact her, as the issue is at her side, but she is not tech savvy, and like I mentioned, now isn't at home...

Hopefully, when she gets home, they can phone her and sort it out - she suggested, it may be that AIrbnb add their charges ON TOP OF my special offer, so that might be the problem... Again, it would be great to have an instant chat feature, so that I could check that quickly, rather than this several-hour-long labyrinthan escapade in search of a real, available, expert human being. 

😕 I'm a super-host, and super passionate about Airbnb, but this makes me less so. It also makes me feel like my hosting is affected, if the process of a) booking, and b) contacting someone at Airbnb is so complex.

Thanks again for your feedback! x 

[ZenHomes0]

I read your post, maybe you could try calling them? I see you're in italy, if it's urgent you can reach +39-06-99366533. I found their local number on the mobile app. Hope this helps.

[Clare15]

 Thanks so much for this, Adam! I will try this next time... seems to be an issue with Special Offers, this week!

[Dede0]

@Clare15 AirBnB *will* add their typical 12% guest service fee on top of your offer, so that might account for the discrepancy. Does it?

Also, I just direct-messaged you with information that I didn't want to post here. You should receive it as an email from AirBnB, with my name included.

[Clare15]

Hi again Dede - I replied to your email - many thanks again! No - the issue is that there is no button or facility to send a special offer, so I have been trailing around their website and Twitter for the last half hour, when it is past my bed-time, searching for contact, to deal with this.... Urg!! They really need a much clearer contact procedure - like it was before!