I turned from overly positive when I made an account on AirBnB and saw the app and possibilities to very, very disappointed in AirBnB in the last week I am trying to be a host for renting out.
I will try to keep this as short as possible although it became a long and frustrating story over the last 5 days. From 15th of June till the 18th there was a major event in my hometown. We decided recently to work hard to get a B&B done and rent it out through AirBnB. Especially as there was no hotel room or pretty much any B&B available anymore. So we worked and worked on the room, lots of blood and sweat the last few weeks. Put the room online just days before the event as we were finally done.
No booking was done on the dates 15-18 June and I didn't know why. It was online that I saw. Wednesday my gf thought lets see what happens if I go through the booking process. She ended up being able to book from the 22th of June and on. I never blocked the dates 15-22 June so I guess AirBnB locks the first week of a location being online for some reason. I unlocked all dates from 15 to 22 by hand in the app. I see this as my own shortcoming not checking it earlier but just never thought about a week being auto locked out from booking.
All now seemed good and ready to be booked last minute. Yet the 15th went by, room did not get booked. Friday 16th came, morning gave no bookings. Between Thursday 12.00 15th of June and Friday 12.00 16th of June I did not check the AirBnB site if the room was online because we were working on a 2nd room still. Friday at the end of the morning a family member called and told me that our 1st B&B room could not be found anymore on AirBnB already since late in the morning on Thursday the 15th of June. I was surprised, checked my AirBnB app, room was still there. I searched my city for available rooms, it was not there indeed. I went into my advertorial for the room and clicked example of ad and it came up. I clicked direct link and tried to open it in a browser and it said advertorial removed.
At this time I was lost. I called AirBnB on the phone. Employee then told me because of AirBnB picks out some room rentals for checks of pictures and info being correct or something and then the ad is offline. I was flabbergasted. One cannot check them while the ad stays online and bookings can be done? I asked how quick the ad would be online again as the most important event of the year or even in many years was ongoing in my town and the room we had done was not able to be booked. Employee promised me to speed up the process as I sound reliable would play it up internally. About an hour later the direct link worked again so I assumed all was right again.
How wrong could I be. I should have checked the search function by city to double check, but I did not. Saturdaymorning another call of a friend. 'Do you know your room cannot be found by city search on AirBnB?'. I checked the ad by direct link. It worked. I went to city search, nothing... We are 24 hours later after my initial call and it is still offline? Come on AirBnB! I am missing out on money and you are too for no reason at all!
Calling again... Employee checks and says its half way through the verification check if info and pictures are correct, that is why the direct link works but room does not come up at city search. Wait, what?! We are almost 48 hours aka 2 days on and my B&B room is still offline for random people trying to find a room???
Employee excused himself for not being able to do more. Hopes the advertorial is online soon. I already missed out the opportunity of renting out the room for 2 nights straight. The event has just 2 days left and 1 or maybe 2 nights of rental and some earnings.
I hope after the 2nd call its now fixed soon the same day. Nothing. I receive an automated mail from AirBnB if after the call my problem is solved... Noooooooooo it is not! I replied to mail as is asked with my utter disappointment.
It is now Monday 19th of June. The major event is over. Guests have left my town. The room still is not online and cannot be booked by city search. I missed out on 3 to 4 nights of renting out and about 240 to 320 Euro of revenue. I have not heard anything back from AirBnB.
I know I am just one of your million users, but as a new member you made me very disappointed in service. Also in the ability after two calls in 2 days and now being on the 5th day and nothing is solved.
I wish I had taken down the advertorial that was being checked by you for so long and put a new one up again but did not want to violate any possible rules off AirBnB. I think I am going to call you again today, but it seems nothing helps. Therefor this long cry out....