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

[Lilian20]

@Kirsten22 i have added your place to my wish list

alsot tweeted about it here : https://twitter.com/One_Big_Web/status/799869008522645504 

You need to keep in mind that past performance is not a guarantee of future performance. 

There could be many reasons why your listing end up after the 1st page in the results, 

Example :

 - If all other hosts take their prices down, 

 - if there s a change in airbnb algo

 ....

[Kirsten22]

Thanks, yes we know the system is changeable and I think they did change the algorithm.  It's just been a shocking change as we've had consistent bookings for 3 years until now.  

[Sandra126]

I just did a search for the Earthship in Taos, NM, I specifically searched for a narrow price range to see if it was there and it didn't appear whatsoever. At the moment there seem to be a problem with some listings going invisible (I know because mine is one) and flickering back on, then off again. I had made a couple of changes, and that sparked my dissappearance. Did you make a change perhaps? My stats over the last few days are 0.

The changes I made were what Airbnb wants, I switched on IB and I reduced my cancellation policy. I am usually the first listing for Daylesford, sometimes as low as 4 but these days I can't be found at all, frequently. So there may be a tech issue as to why you aren't found? Did the support staff say they could see your listing as normal? They agreed that mine was gone, but said they were doing some broad updates which made listings who had made a change during that time halt until the changes could catch up with them. Or something like that. They said they are still working on it. Either way, panic will mount the kerb soon.

[Christian65]

@Sandra126 

So there IS a general technical problem? Did ABB confirm that for sure when you spoke with them and did they say anything about when these issues are to be resolved?

I've also had no views and bookings whatsover since the beginning of november. Really frustrating 😞

[Sandra126]

@Christian65, and everyone else, yes they DID confirm that there was a systemic issue. First they said to give them 24 hours, I rang again after that, they still did not know, I have had a couple of emails saying they are working on it since them but no result. But yes, definitely there is a problem. I vanished the instant I made my updates, and it was making the changes that made the system do a hick-up in my case. I reversed the changes but of course that made no difference, as it was the action of changing that did it.

[Sandra126]

@Christian65, forgot to say, the help centre said they had received a large number of calls about it which means it is widespread.

[Kirsten22]

Thanks Sandra!  We haven't made any changes to our listing.  It's been frustrating because we've gotten four different answers from Airbnb Help.  The most recent being that because we are not in the center of town and our market is so "robust" now that we're not going to show up in the 300+ listings in town.  Even though we were early adopters and help build the profile of airbnb for this town.  If this is a permanent change then I'm seeking an explanation from them, an apology and suggestions on how to move forward now that they've basically grond our business to a halt.

[Helen3]

I have had exactly the same problem. Superhost within three months of starting, 5 star ratings, great reviews. Last time I looked I was on page 10, way below more expensive listings, some not even in the city and with no superhost status/lower ratings.

I contacted BNB via social media to try and find out what has happened but no response.

I belong to a local hosts network and everyone else with similar properties are busy.

I know new hosts and those with instant book get priority but even taking this into account I can't understand why this has suddenly happened - so frustrating 😞

Here I am 

https://www.airbnb.co.uk/rooms/7942002?checkin=07-12-2016&checkout=10-12-2016&guests=2&s=oUJKTXru

[Robert78]

Ditto! I've decided to snooze my place for 48 hours then allow it to auto-relist to see if it magically reappears.

Had phone contact with Airbnb, they say they can't see it either, so it's a systemic issue. 😕

[Helen3]

Thanks @Robert78

I also tried one of the 'community experts' through the website. He asked for a URL to my listing and have heard nothing from him since 😞

[Robert78]

@Helen0, this is precisely why I'm wondering if there is a conflict in the Location protocols and GPS synchronisation between the Airbnb platform and Google maps, because I'm having to provide the property's GPS coordinates to the Airbnb Helpdesk in order for them to rectify the issue (it's patently obvious, even to them, that my listing isn't visible.)  This could have profound effects for geolocation, which in turn could dramatically impact Search results.

I'm still waiting for a response, too........

[Kirsten22]

@Robert78  Maybe it's related to their new "Trips" offering.  Seems like every time they update something, there's a problem.  I just haven't experienced one lasting this long...for us nearly 4 weeks!

[Robert78]

@Kirsten22, the entire platform has a hotel laundry list of bugs. Nothing surprises me any more 😉

[Sandra126]

@Kirsten22, I don't think it is related as the trips option has been live as a beta for many months now? But I wouldn't know.