Superhost of 3 years left out in the cold by Airbnb

[Kirsten22]

I am a Superhost with 390 reviews.  After 3 years of hosting, suddenly our listings don't appear in the search results for our town.  Help Center says it's because there are over 300 lisitngs in our town and won't help us.

After 3 years of 96%  5-star reviews, our business is being destroyed.  

Our homes are all totally green, sustainable and off-the-grid and provide our guests with an amazing experience along with an education in green, solar living.  Now, we have received just one booking inquiry on our top proerty in a month after having 80% occupancy for 3 years straight.  So sad.

What can we do? https://www.airbnb.com/rooms/1385633?preview

Thank you.

Kirsten

[Suzanne41]

Can you please let me know if this was successful for you?  I'm in exactly the same predicament.  I also have no clue as to how to speak/contact and Airbnb representative.  Could someone please give me some pointers?

Suzanne

[Helen3]

Hey @Suzanne41

All the ways to contact BNB are listed in the first post under Community Help

[Robert78]

@Suzanne41 A definitive YES. Having provided accurate GPS coordinates to Airbnb (and by this I mean the precise latitude and longitude), my listing is searcable yet again. 

[Kirsten22]

@Helen3  Thanks!  I'm sorry to hear that's happening to you as well.  I'm going to try calling Help again tomorrow, but I think they are trying to relegate me to the "suggestion box".  Let me know if you make any headway with your situation.

[Helen3]

@kirsten I think the only way to resolve is to call them actually. I've tried social media and been ignored and tried their 'community experts' and been ignored by them too 😞

[Suzanne41]

Thanks for your reply Helen.  I've just spoken to an Airbnb guy in London.  He's tried to find my listing through a search and had no luck, so I am waiting for an email from him and hopefully he is looking into the problem.  Reading the discussions in this forum, however, I'm not very hopeful.

Suzanne

[Suzanne41]

Thanks to everyone for your support and suggestions.

I'm delighted to say that the problem has now been resolved - by Shane at the support centre.  Don't know what he did, but I'm back up and running.  

regards

Suzanne

[Helen3]

That's great news @Suzanne41. I am waiting on a call back, but if I don't hear back by tonight, I'll call the call centre.

[Alice-and-Jeff0]

@Kirsten22 - Maybe you are eligible to sign you and your property up as an "experience".  It certainly sounds like you've been providing that all along! 

https://www.airbnb.com/help/article/1581/what-are-experiences

[Kirsten22]

@Alice-and-Jeff0

Thanks!  I'll look in to that for sure.

[Lizzie]

Hello @Kirsten22, @Alice-and-Jeff0, @Suzanne41, @Helen3, @Sandra126, @Robert78, 

Sorry to hear you are experiencing this issue with searching for your listings. I know many of you have said you have already been in touch with the Support Team via a number of different ways. I just wanted to say that I will also report this back on my side and I am also trying to see if I can find anymore information about this. Please do keep me updated as much as you can here. 

Thanks,

Lizzie

[Helen3]

Thanks @Lizzie

I spoke to Community Experts through the website last week. Someone there promised to come back and haven't.

Initially the Twitter people told me that my listing wasn't coming up because no-one was searching for it (rather counter intuitive).

The issue for me is that when I and other friends have searched for a room in a shared house, for dates my property is available in my city, I don't come up till page 7-10 (as you know the majority of people won't look through to get to these pages).

In front of me are;

1. More expensive properties

2. Properties without superhost status, without IB and which aren't new listings

3. Properties with lower ratings

4. Properties 20 - 30 miles out of the City Centre in the countryside

Before that I had regularly been on Page 1 or 2.

Because of this I am not being viewed, I am not being contacted regarding bookings.

Other BNB colleagues in my city with similar properties are booked out and are getting lots of views, so it is not a seasonal slump.

I can only think there is a technical glitch. I noticed someone else here has got help and the issue has been resolved...but I am still waiting.

Would really appreciate any help you can offer to get this resolved.

I know I need ten bookings to retain superhost status, but how can I get them when my listing isn't coming up for people to consider.

[Lizzie]

Thanks for the extra information @Helen3, I am currently trying to find out more about this, so this is helpful.

Out of interest though, I have just done a general search for your listing, under Bristol, 2 guests, 1-2 December and your listing appeared on the first page. I wonder then, perhaps this has been resolved now? 

Even so, I will continue to try and find out more. Thanks for keeping me updated.

Lizzie

[Helen3]

Hi @Lizzie

Thanks for pursuing this. 

When I log in with my profile on my laptop it comes up on the first page (this is because the website remembers your search patterns)

However when I log in anonymously it come up on page 10. (5  minutes ago) so unfortunately still not fixed.

I've now had a reply back from customer services who have admitted that it looks like a technical fault and have passed the issue onto their technical team....so I wait in hope.

Helen

[Val20]

I HAVE EXACTLY THE SAME ISSUE AND I AM DEVASTATED TO FIND OUT THAT OTHER HOSTS HAVE THE SAME PROBLEM.

I don't know what else to do:

-I have lowered my price ridiculously low

-I have addeed ammenities -breakfast (for which I am going at a loss)

-I have implemented Instant Book

-I have Totally flexible checkin and chekout hours

-I have 1 night minimum only (which is terrible for my business as I dont charge a cleaning fee)

-I offer Full refund

I DONT KNOW WHAT ELSE TO DO. I appear on page 17 our of 17 on search results while other hosts with no reviews or properties in really bad location are on page 1 and 2 CONSISTENTLY.