I accepted a reservation, but...

[Kimberly16]

After several email discussions with a prospective guest, I sent him a message of acceptance.  At the same time, I hit the Accept button.  The guest responded with thanks.  I went about my business today, only to find that Airbnb has now nullified the request on the grounds that I did not Accept or Decline within the 24 hour timeline.  I have contacted the guest to rebook.  I hope he does.  I want to contact Airbnb in person to make sure that my record as a host is not negatively impacted.  How do I get through to them?  All my searches just send me in circles.

[Clare0]

@Kimberly16 It is very critical that hosts understand the difference between a reservation inquiry and a reservation request.  Here's a helpful guide in understanding how to respond to each and what constitutes a response. 

https://community.airbnb.com/t5/Tips-Tricks/Reservation-Inquiry-or-Request-What-s-the-Difference-A-C...

It's hard to tell from your description whether you were responding to an inquiry or a reservation request.  If you in fact accepted a reservation request, you should not have gotten that message from Airbnb, so I'm a little confused.  Can you look at your message inbox and see what kind of message the guest sent you?

Also, here's a guide for contacting Airbnb.  I almost exclusively use twitter @airbnbhelp since I get the fastest response that way. 

https://community.airbnb.com/t5/Tips-Tricks/Contact-Airbnb-A-Community-Help-Guide/m-p/16165/highligh...

Please let me know what kind of message the guest sent you and we'll go from there!

[Lindsey6]

Facebook is also a good way of contacting Airbnb. I had an issue a couple of days ago and left a message on their Facebook page. Someone responded within a couple of hours, asking for a bit more info, which I provided, and then advised that a member of their team would be in touch. Someone then emailed me that same evening. 

[Kimberly16]

Thank you, Clare.

It was very definitely a reservation request.  The prosective guest clearly stated that he was booking a reservation. I was the one who had questions.  There was some back and forth emailing. Ultimately, I hit ACCEPT, and sent an accompanying email of acceptance, which received a thank you reply. Somehow, though, the ACCEPT did not register.  I was invited to tea by my current guest (who is here for a month), then spent the afternoon at the movies.  My phone was turned off.  I did not know of the expiration notice until late this afternoon.

It is frustrating. I am one guest away from Super Host status.  I usually respond to requests within minutes, or within the hour.  I have always accepted or declined within the 24 hour time line.  Now there is a black mark on my record, and I want it to be removed.  

I appreciate the information you sent.  I do not twitter, but will avail myself of the other contact information you provided.  I may also try the FaceBook approach that another host suggested.

Kimberly