Unable to compete a reservation

[Samuel596]

Hello,

I run a successful airbnb business in Florida with over 100 unit and millions in revenues. Lately there has been an issue preventing guests from booking and this seems to be a widespread issue other hosts reported. It's been since Monday and today is Thursday and airbnb has no clue whatsoever as to what's happening. Not only this is frustrating, but it's costing us thousands of dollars everyday. We rely on airbnb as we chose to be only on airbnb and not other OTAs but now my frustration is growing. Especially because when I speak to customer service representatives they seem to have no clue. 

This is the error message guests get. 

We were finally able to get a hold of a local account manger who was very nice and tried to help, but sadly there's nothing she can do. I'm really negatively impressed by how a company that's worth over $100B can't get a bug resolved in 24 hours. When things like this happen to other tech companies like meta, their social network platforms are down for no more than 24 hours. 

I really need to get this resolved and compensated for the loss!

[Mike-And-Jane0]

@Samuel596 you say you have over 100 units and yet only 13 appear under your profile. Have the rest been suspended?

If you are running a business surely a simple risk assessment would say that you should list on multiple platforms.

[Samuel596]

Hey, they are all multi listings that's why you see thousands of reviews under one listing.

I agree with you as far as risk diversification goes, I was never expecting to get into this kind of issue with airbnb.

[Branka-and-Silvia0]

@Samuel596  it seems your instant booking is turned off so every guest has to send a request to book and you should accept it (or decline it)

Or I am missing something?

[Samuel596]

I wished that was the problem. All the listings are on instant booking. It's a bug that's preventing guests from booking and it's costing me thousands of dollars everyday I can't believe airbnb is taking so long to fix it. Really disappointed.

[Mary419]

@Samuel596 

How weird. Makes you wonder what’s going on in the system. Must say this might be a blessing in disguise for you because having all your eggs in this basket is super risky 

https://community.withairbnb.com/t5/Airbnb-Updates/Our-recent-change-to-the-guest-refund-policy/td-p...

A combination of things happened to me too that made me move the portion of listings I had exclusively on airbnb to other sites starting in early December. I’m so glad I did now that the new events are unfolding making it a much higher risk for loss from complaints. 

[Sybe]

Hey @Samuel596 , I'm sorry to hear about this issue!

I've sent it to the bugs team now, they'll be in touch with you soon. If they ask me for more details or I have an update in the meantime, I'll let you know.

[Samuel596]

Hey it's been a week and the issue hasn't been resolved yet. I escalated this to the US NE regional manager, no answer. I'm really ashamed. Really ashamed. Like other ppl mentioned in this thread, it makes no sense to keep having an exclusive relationship with abb. If the issue persists I'm expecting to lose about $100,000 this month only in reservations. This is ABSURD. ABSURD!

[Helen3]

As someone who runs a large scale business I'm pretty shocked you that would risk your business by relying on one marketing channel. 

likely you may have been suspended because of a safety complaint or poor reviews .  @Samuel596 

You are fortunate enough to have a direct Airbnb contact as you run your large scale STR company so keep trying to get hold of them (ordinary hosts don't have access to this resource). 

[Samuel596]

I didn't get suspended lol! You can read my reviews, I have over 6,000 reviews with an overall review score of 4.92 🙂 So definitely not poor reviews I can guarantee you that. Plus, I have another airbnb account for another property and the issue is affecting that property too. 

And I checked other hosts and they all have the same issue. Not an account related issue! But yes, I should not rely on airbnb anymore. Especially in light of what's happening here!

[John5097]

@Samuel596  I got this message when selecting dates in April on your first two listings, but not in May. Either a bug, or could check your settings to see if guest are restricted to book within that time frame. I can't recall how far out a host can block bookings, like they have to book 7 days out. 

[Samuel596]

It's been over a week and they haven't fixed the issue yet. The account manager stopped answering. I'm absolutely shocked, like shocked! Worst experience. I wish everyone in this community to never come across a bug on airbnb, otherwise you are done!