Airbnb changing my booking settings?

[Kathleen336]

I am having a problem now right now with an airbnb instant booking that came through outside of our required 24 hour notice period and for 1 night even though we have a 2 night minimum.

We received a 1 night booking request yesterday for tonight (new years eve). I rejected this request because it does not pencil out for us and takes too hard a toll on us. Then a few hours later at 8:30  pm someone instantly booked for the same one night. 


airbnb is telling me that I changed the settings which I absolutely did not do. Has anyone had these experiences? I am thinking of contacting the better business bureau. Any advice? 

[Joelle43]

Hello @Kathleen336 

I've read of other hosts having this problem too so made a search here on the community center and found this post where a host experienced exactly the same thing:

https://community.withairbnb.com/t5/Ask-about-your-listing/Instant-book-setting-changed-on-their-own...

Joëlle

[Joan2709]

@Kathleen336 

Tough to analyze without being able to see your Calendar settings? You can see a log of any changes on your listing by going to:

-Login to Account

-Click Menu at the top

-Choose Activity

You'll see all the changes made to your account there and you can see what was changed and when:

It looks like the booking was for 2 nights, so that met your minimum stay requirement. Did you have request to book and all of a sudden it changed to instant book allowing this guest to book? Are you using Pro Tools and any Rule Sets for those nights?

[Kathleen336]

thank you for this detailed reply! I’m not able to find the activity under my menu. Maybe this is only enabled on a desktop computer?

 

it was indeed a one night booking, but it might look like two nights on our calendar because we automatically block the day before and after every booking.

I do have rule sets for a minimum two night stays. I am not using the pro tool but will  look into that

[Kathleen336]

and I didn’t reply to your other questions: essentially I received a request for a one night booking yesterday. I declined this request with a note that we only accept tonight bookings minimum. Shortly thereafter, I received an instant booking from a different person for the same night

[Joan2709]

@Kathleen336 

So you did have Instant Book Set on your Listing when this occurred?

When I checked your listing just now it was Request to Book?

Even so, if you have a 2night minimum, the one night booking should not have happened.

[Kathleen336]

I’ll double check our settings and it’s possible that something defaulted for some reason but generally, we have it set to enable instant book only for Airbnb users with positive reviews otherwise people need to request a booking.

[Joan2709]

@Kathleen336 

I mostly use a desktop computer (rarely the app) but you are probably right...it might only appear on the desktop. FYI...the Professional Tools multicalendar is also only available on the desktop. There are other functions that are only available on the desktop version. I would check that activity log for sure, as how in the world did someone book for one night if you have a two night minimum? 

The only way that should happen is if you changed the min stay to one night on your calendar, or you used a Rule Set in Professional Tools to override your default settings?  This is a puzzlement? So two things don't add up:

-Your min stays are 2nights, yet the guest booked one night

-The guest was able to Instant Book (if you had Request to Book Set)

Using Professional Tools

https://www.airbnb.com/help/article/2499

[Kathleen336]

Yes I believe Joelle answered the question regarding how a person was able to book in fewer than 24 hours prior to check in but otherwise I puzzled too. Will look into this on a desktop when I get home. 

[Joelle43]

Me again @Kathleen336 - re that 24 hour window you mention.  I have this switched on too for my listing but I discovered recently that it's not really 24 hours for the host as a guest can book until midnight of the day before and arrive at your check-in time the next day.  A warning comes up for the guest that says that they only have XX number of hours left before the host won't accept their booking.

If you want a full day's notice then you have to go for the 48 hour window.

Hope you get this sorted and let us know,  

Joëlle

[Joan2709]

@Joelle43 

I forgot about that! Thanks for bringing that up Joelle!

[Kathleen336]

thank you! I will follow up with what happens and appreciate your help

[Kathleen336]

Hi all, this keeps getting weirder. They are now telling me that my husband (co-host)  made a setting change on December 26 at 11:56 only for this date enabling 1 night bookings - which is impossible as we were traveling together on a ferry at that time and he was sound asleep next to me. They refuse to provide me with any record of this change because they say this would violate my privacy!!!  I can’t seem to access the activity log on my laptop- it is not a menu option for me. 

[Joan2709]

@Kathleen336 

ok...this is getting very suspicious....

Is there anyone else that might have access to your account or password? Another family member?

Change Your Password ASAP

First, I would change your password on your Airbnb account and you husband's co-host account. Then you and your husband should logoff Airbnb on ALL devices (phone/laptop, etc.) Then log back in on ONE device (I suggest your laptop). You might not have the Activity menu button if you don't have Professional Tools turned on in your account. To turn on Pro Tools:

Click Your Profile Photo

Go to Account

Click Professional Tools

Click Manage

Then refresh your laptop screen and try the Menu button and see if the Activity Option shows. You will see the multicalendar appear once you turn on Pro Tools. No worries...it's just a different way to see your calendar in a horizontal view. Just click your listing name and the standard calendar will appear. If you want to go back to the strip/multicalendar view, just click Calendar at the top of the page. 

Here is a Guide on Pro Tools for More Info

https://community.withairbnb.com/t5/Community-Guides/GUIDE-Use-Pro-Tools-to-Set-Calendar-Custom-Pric...

Then let us know if you are able to see the activity log for 12/26.

[Kathleen336]

No one else *should* have access to our accounts. I have changed my password, but my husband is in the field at work and out of reach for now. Airbnb says they are unable to disable his account even though we have evidently had the security breach. I did get the pro tool to work and it does indeed indicate that my husband made these changes on December 26 at the specific time but again it is literally impossible that he made them himself. I did alert Airbnb security and haven’t heard back from them yet.