BUG: Block Any Listing's Calendar for 24 hours

[Henley0]

I didn't want to share this information with the public because I felt like this kind of bug can be used by hosts to make more money by blocking other host's calendars. I've sent this bug to Airbnb multiple times in the past year and since I haven't seen any progress so I hope that releasing it publicly will attract more attention to get it fixed.

The effects of this bug is simple. Listings can be blocked for a range of dates without sending any notifications to the host and their listing will not show up in search results for 24 hours.

To do this, someone must create a new airbnb account without verifying it whether it's through email, photo id, etc. With this new unverified airbnb account, you can request to book a place with any dates allowed by the listing, but it won't confirm your reservation. Your reservation request won't even be sent to the host. Instead, airbnb has a process where your email, photo id, etc verifications must be complete before it notifies the host that there is a new request. While airbnb is waiting for the verifications to be completed, the listing will not be available for any other guests to book for 24 hours. 

In one of the forums I'm in, there are hosts taking advantage of this bug to block other host's calendar so there are less competition in the search results. Someone is also creating a bot that automates the blocking of another host's listings so they don't ever show up in the search results allowing exploiters to decrease supply in the market and increase their own listing prices.

One of my calendar is blocked for Dec 23rd check-in (8 hours from now) and I can't do anything about it because there's no button to decline the guest and contacting Airbnb also requires up to 24 hours for a response. (Airbnb used to allow Community Experts, the 1st person you talk to through their support chat and calls, to cancel the guest, but they've revoked that privilege. Now, they can only forward the ticket to Support Specialists which takes up yo 24 hours for a response who has the permissions to cancel guests.

[Pat271]

This blocked state shows up on the host’s calendar.  It is in grey or black - I can’t remember the name of the label on the state that is displayed.  I saw this on my calendar, and called Airbnb.  They looked it up right away and told me that indeed a new user was trying to book my place, but he was flagged somehow by Airbnb, who was doing further verification on the guest before allowing or disallowing the booking.  This user was from another country - maybe this had something to do with it.  Airbnb told me that the dates would be either booked or unblocked within 24-48 hours.  I remember feeling that this was too long of a period to block someone’s calendar.

In a few hours, the guest was verified, and my place was properly booked.

Although this is similar to what you are describing, it was more obvious to me, the host, that something unusual was going on (highlighted grey/black blocking on my calendar). I don’t know about you, but I look at my calendar often, so it was easy to spot.

I do agree with you that the calendar should not be blocked.  I know that airlines can get booked out from under you if you futz around and/or don’t provide required info in time.  Frustrating, but that’s life.  I think Airbnb should work the same way.

[Henley0]

Good point, you have to manually look at your calendar for grey blocks to catch this. This only works on the browser though. It doesn't work on the app. The color is the typical turquoise on Android apps. 

Even if you catch it, messaging Airbnb to remove the reservation request can take up to 24 hours. There so many holes to this and people are starting to exploit this to block out other host's dates. 

[Alon1]

@Pat271  @Henley0 

Pat

re. 'highlighted grey/black blocking my calendar'. 

It's not anything 'unusual' and certainly not the 'bug' depicted by Henley.

It's exactly what you describe in the first paragraph, and as explained by Airbnb, namely a verification process for someone trying to book.

I also experienced it a few weeks ago for the first time, and phoned Customer Service. The guest wasn't a first time booker, but wasn't fully verified. --Airbnb are nominally adopting this policy as they wish to verify everyone following the recent shooting & 5 murders in Orinda, California.

I received the same reply, up to 24 hours. I also retorted that it's too long.

In the event it took less than an hour.

[Alon1]

@Pat271 @Henley0 

Ps: Copy of messages exchanged with the CX called Sally following our phone call. [Guest's name deleted and replaced with X]

 I'm Sally from the Customer Experience Team.
Your guest, [X], has been asked to provide a government-issued photo ID before we can confirm their reservation.

When this happens, we allow guests 12 hours to provide their photo ID. During this time, your calendar will be blocked. If the guest does not complete the verification process in the time frame, the reservation request will be cancelled and your calendar will be re-opened so other potential guests can request a reservation for the same dates.

----

Hello Sally, thanks for confirmation of our phone call. I note you mention verification time for X is 12 hours. On the phone you mentioned 24 hours, so it seems you've checked with colleagues or supervisor. I think 12 hours is best in this case because it blocks Host calendar and I think 24 hours is too long. Like many Hosts I believe the verification should actually take place before a Guest is permitted to send a Reservation Request! If that was the case calendars will not be blocked at all, which is the way it should be, because it can turn out verification is not completed in which case the calendar will have been blocked for no reason at all, and worse, could stop someone else who is verified from booking!! I trust you understand the dilemma. Regards. Alon

-----

I understand Alon, and we sincerely apologize for the inconvenience this has caused. But it's a great suggestion you have. It would be very great if we have that kind of option available too. I checked the reservation with X and I see that it is now accepted. If there's anything I can do to help, please let me know. Thank you.

-----

Sally, yes, X's verification is now complete and I accepted his Reservation Request. -- Still the point I made remains pertinent, i.e. Verification should take place before a Guest is able to engage with a Host. It seems the most sensible course,. Guest will also be saved uncertainty and confusion. Thank you again for your help. Best Wishes. Alon

[Pat271]

@Alon1 Looks familiar, thanks for sharing the transcript.  

It’s amusing - Clearly, Airbnb CS is trained to praise us on our good “suggestions”, as if they were hearing the suggestions for the first time.  Last time I talked to CS, they praised me for my “ground-breaking” suggestion that trip insurance should be offered at booking time, instead of Airbnb unilaterally breaking the host’s refund policy.  CS  reacted as if this was the most fantastic idea that they had ever heard, and said that they would submit the suggestion immediately!  🙂 So funny....

[Alon1]

@Pat271 

Indeed, we are nothing... if not ingenious with out suggestions.

[Ange2]

@Alon1 

"Verification should take place before a Guest is able to engage with a Host"

I agree 100%. Not verifying before a guest has access opens a whole new world for scammers.   As I understand, unless you check the box  'do not send information before the 48 hour freebie guest cancellation has passed'  (and I  think that feature  is only available for strict cancellation policy) the guest gets your name, address, phone number and any other info you have included such as lock box, wi-fi codes

[Alon1]

@Ange2 

I have strict cancellation policy, though am not sure when Guests receive all the details, save that is for phone and encrypted email which automatically appears with the booking.

I don't worry because I don't do Instant Book and am a live-in Host, moreover, no lock box, (keys on arrival); and no wi-fi code prior to arrival.

I've never been booked by a scammer; and in general, it seems Scammers stay away from live-in Hosts. 

[Ange2]

@Alon1    The information is sent out as soon as the booking is made unless you check the button under location section on your account.  I live here and have had a handful of scammers, all cancelled before they arrived.

[Alon1]

@Ange2 

Thank you.

However, I've just checked and can't see 'Location section' in my account?

I can only see 'Location' in Edit Profile, but I've just put 'London, United Kingdom'.

[Ange2]

@Alon1    It's under your listing details.

[Alon1]

@Ange2 

Thank you again....

Funny, though, I notice now that I randomly ticked for one of my listings some time ago, but not the rest.... So in the meantime I obviously forgot how I got there! 

It used to be so much simpler, but IT Dept keep adding layers of details. I rarely check and don't have the patience to go through it all. 

[John1080]

@Ange2, thank you, I hadn't noticed that! Just checked it!

[Henley0]

@Lizzie @Stephanie 

Please let us know if you knkw anyone in Airbnb that can take action on this bug. Thank you.