Auto Messaging Inaccurate

[Chuck268]

I need to turn off most of the auto messaging. This just started happening about a month or so ago. The timing in relation to check-in and check-out isn't consistent or accurate. The message itself is not in our "voice". Once a reservation is confirmed, we prefer to do our own messages. It's like a new AI messaging was enabled without our approval and it's causing confusion with our guests. For instance, it sent a welcome message for a reservation that does not arrive until today, as if they were already at the cabin. We have two listings and I've tried turning off but it's not working. 

[Joan2709]

@Chuck268 

You can turn off AI replies (Suggested Replies):

[Shelley159]

Not 100% on the topic of this specific AI messaging issue, but did you see this new AI in the listing headings @Joan2709 @Chuck268 ?

https://community.withairbnb.com/t5/Ask-about-your-listing/AI-generated-Titles-on-Listing-How-to-cha...

[Joan2709]

@Shelley159 

Not seeing the AI generated Titles...yet.

It could be only test markets and if Airbnb thinks the title needs tweaking. Starting title with a number (unless sq footage) as with the OP's title, could be targeted by the AI as not the best selling point. It appears the AI is pulling from guest comments in reviews and then adding a new Title if it thinks it is warranted.

For the Host who mentioned, I think maybe the Title does need tweaking? I might have started with location then added the beds (4 Kings) and then something about the unique basement is setup as separate unit with its own kitchen, laundry. That said, can't argue with success and the listing is doing great!

I am seeing AI generated Amenities callouts on listings. It appears it is pulling it from guest reviews:

More AI pushed upon Hosts as I guess Airbnb thinks we don't know what a good cover photo is and need help with Titles also??

Why not just "suggest" a change to the title (and cover photo) instead of forcing it on the Host?? Then Host can test it and see if it improves bookings. Don't just change it. 

In the case of the cover photo, the AI was obviously wrong as it chose an image of a utility room for a gorgeous 4-acre mountain property with amazing outdoor spaces as the cover (in one instance)???

[Shelley159]

@Joan2709 @the fact that the host in that thread is only seeing the title change in private mode, tells me it's again something that changes depending on who's viewing. So we'll never know who sees what in our listings, I guess - not even what it's called in the title

[Joan2709]

@Shelley159 

It's also possible it shows that way to every guest that searches...no way of knowing.  It could be set to always show that new title, or change title depending on the guest previous searches and prefences?

[Shelley159]

I see the "normal" title for that host's listing when I view @Joan2709 

Here's when I'm logged in:

Here's when I'm logged out:

I'm not seeing the "2 Kitchens" thing, yet she has it in a screenshot.

Never a dull moment 😀

[Joan2709]

@Shelley159 

Aha....wondering if it's just in the App?  Didn't she say it was the desktop only?

[Shelley159]

The above 2 screenshots were on the desktop for me @Joan2709 , but hers came from viewing in private mode inside the US.

[Joan2709]

@Shelley159 

hmmm....I think you are right must be testing in certain markets. Would have been nice to know they were doing this, but not surprised they haven't told Hosts about it. Terms of Service very generic "we may use AI..."  

I'm all for using AI as a tool - when it works correctly. Also, something as a listing's title should be left up to the Host. If Airbnb wants to add amenities callouts to the listing that makes sense, but don't change the Title. Suggest changes if you like, but don't just change it and not tell the Host you are doing it.

The kicker is, the whole cover photo debacle with AI choosing it actually hurt Airbnb as bookings were certainly impacted when the AI chooses something like a utility room or kitchen as the cover photo?

[Shelley159]

Hi @Chuck268 

If you mean you're seeing suggested messages in the message thread, those are AI and they're not actually sent unless you click and send them. You can turn them off as @Joan2709 has shown.

If you mean something went wrong with your own scheduled messages that are actually being sent to guests, you can turm off the auto-send function on each one:

https://www.airbnb.co.za/help/article/2897

[Chuck268]

@Shelley159 It's the message showing up in the message thread. I do have the suggested messages set as suggested (turned off), so why are they still showing up?

[Shelley159]

I don't know @Chuck268 , did you turn it off in the way @Joan2709 described above in the screenshots? 

I would expect that to make it go away!

If they're sticking around after that slider is turned off, I guess you have 2 options:

1) Contact Support (not sure this is the type of thing that has a high success rate in being solved, though ...)

2) Try to ignore the messages - don't click them to send them. Just type your own message in the text box below it.

[Chuck268]

Also, we do not have any scheduled quick replies.