Not eligible for family collection

[Hugh0]

Under the new regime, 3 of my 5 apartments have been labelled “not eligible for family collection”. They are all the the same neighbourhood and all have the same amenities. Airbnb cannot tell me why. 4 calls to Airbnb, all promised calls and email and follow up - nothing. No call or email or follow up. Families that have stayed at my apartment for 6 years can no longer find my listings if the filter by family friendly. This sux.

[Katie201]

Hi, @Hugh0 Just found this post because I'm experiencing the same problem. In reading this thread, I feel your frustration that nobody is understanding what you're referring to. Everyone is talking about getting QUALIFIED but the problem we have is that we aren't even ELIGIBLE to start the qualification process; two of my listings are also just greyed out so that I don't even have the option to try and get those listings qualified for the family collection. It has nothing to do with reviews or stars or anything to do with being qualified. It's about not being eligible to get qualified. Did you ever figure it out? 

[Hugh0]

I corresponded with one of the senior execs at Airbnb. It took them a while to figure it out and they apologised that it was not clearer.

Despite having over 200 5 star reviews and 4.9 for one of the apartments, the rating from “families” was only 4.3. It therefore was greyed out.

[Paula150]

  Hi Hugh, I just found your post because I am experiencing the same issue and after 4 calls, multiple email no one could give me an answer very frustrating, 

It seems here you were able to figure out the reason

Is there a way we hosts can see the ratings from "families" on our end?

[Ross113]

I understand the frustration. I have the same problem here. I called airbnb two times today and none of them had any idea , they just refer me to the list of qualifications which of course i can read and have read. 

The problem we have is that only for the listings which are not grayed out , we can see which criteria that listing met and which critera still need to be worked on to met. The other listings which are grayed out, I can not see what criteria have been met and what what still needs to be worked on. 

[Ally31]

Have this bug fixed? I have the exact grey out issue with message "Not eligible for family collection" in the list. I cannot figure out what I should improve. 

[Matthew285]

@Ally31 it is confusing because for the work collection, it shows you what goals you need to work on.

For the Family Collection, it doesn't even show you the goals; that means you have no idea what goals you need to meet to qualify.

Luckily, I have another listing that *is* part of the Family collection, so i knew what I needed to do.

For my newer listing, that listing received the "Not eligible" message until I received my first 5-star rating from a Family booking. Then the new listing showed as eligible, and displayed the goals. (Which let me know I needed 2 of the 5-star ratings from Family bookings.)

(A family booking is any stay where the guest indicates that children are part of the group.)

[Ana-and-David0]

This is helpful, I am curious if it has worked for anyone else

[Nikky0]

Yes!!! I have been contacting AirBnB for the past 7 months. My listing shows as “not elegible” even though it meets all the requirements & more!! My other listing with qualifying, but less amenities is included!!!

I have phoned & messaged NUMEROUS times. The messages are CLOSED with no response & the phone calls just tell me that the “specialist team” says it will be included when it qualifies. I have sent screen shots of all the qualifying criteria... STILL NOTHING!!! 

[Barry-And-Jo0]

I have the same issue and it’s inyeresting because I can see the whole range that’s discussed in this thread. I have 7 properties on Airbnb - 3 qualify and are listed in the family collection. 2 do not qualify because one has insufficient numbers of reviews and the other has too low an overall score.

However, the other 2 are greyed out with a message that they are ineligible for the family collection? If it was due to the fact that they had not met the criteria then why are the other two which have not met the criteria accessible and allow me to see which areas need to be worked on?

i have spoke to Airbnb a few times but they are confused with eligibility and qualification I think eg they keep telling me it’s the number of reviews without explaining why those without the number of reviews are accessible.

My concern is that even when I get the right reviews they will still be greyed out because there is something more fundamental that stops them qualifying

Eventually I got directed to a feedback form which I’ve filled in and sent back.

PS they are all set the same way - suitable for children, essentials etc

if anybody does solve the problem I’d been keen to know how!

[Michael1886]

Hi Barry! I am having the same issue as well. All four of my listings have the required ameninites, reviews, and overaul qualifications - yet 3 are grayed out and "ineligible". I have contacted Airbnb and the best they could do was send me the qualifications... Exactly as a bunch of people on this post did. Totally useless for troubleshooting since you cannot tell what you are deficient in, only what you need overall. I beleive I have all the overall requirements, yet they are grayed out. Any other solutions? It almost seems like we need to toggle certain amenities on and off for the system to find the glitch. Who knows - I'm just guessing.,