Check-in time on listing is wrong

[Sara-And-Rob0]

Not sure if this is already a discussion out there but I noticed our public facing listing is informing future potential guests that they can help themselves to a 24 hour check.in window (see photo).

However, we have the check-in time as 3:00 p.m. in our listing details.

Anyone know what's going on here?

Thanks,

Rob

[Joan2709]

@Sara-And-Rob0 

Did you opt-in early to the new release?

[Sara-And-Rob0]

I don't recall opting in to this release early, usually we do but this one was a little different.

It seems that some of the features are new in our dashboard though, so it could be engaged.

Just found another odd thing, we no longer have control to see our photos or organize them as we wish, there is only the photo tour option to click on, have you heard of this one Joan?

Rob

[Joan2709]

@Sara-And-Rob0 

Yes...some of the new calendar functionality has been released to the entire platform with bugs and all. Other features like the new Today landing page  not available unless you opt-in early or are a New Host.

Check-In Times

I would check your Arrival Guide and see what the check-in/out times say? If it looks ok, I would still change it to a later time and save, then change it back and see if it makes a difference? Try it on both a desktop and the App. Seems like some things are working better on the App and some better on a desktop after this release. Try changing it in both House Rules and the Arrival Guide. If you are using Instant Book, I would turn that off while you try these different things.

Photo Tour 😡

Yes, Airbnb must have a bot that periodically tries to get you to use the photo tour. Airbnb knows that guests do make booking decisions based on the quality of photos. Some Hosts do a poor job arranging photos, or using poor quality photos as their first 5 photos. This causes guests to click away from the listing and a possible booking. I'm fine with the Photo Tour, but please make it OPTIONAL and don't force Hosts to use it if it doesn't work for them. You can't add or access your photos without clicking to create it, so go ahead and do that. Sometimes it says it rearranged photos and it does and sometimes it doesn't. You'll have to click it and find out if you want to access your photos.

If it keeps the grid the way you wanted, Airbnb doesn't like that and you will see "Tasks" appear that keep trying to get you to add photos to a room that you may not have them in. Right now we ignore that and keep our grid and the task message just stays there. At some point, this may become an issue, right now it doesn't appear to be. 

I think Airbnb is going to continue to push functionality off the "cards" the squares on the left of the Listing Editor in favor of adding them to the photo tour. Some things already seeing appearing on the photo tour:

- Bed number/size (sleeping arrangements)

- Number of bathrooms

- Amenities 

- Accessibility features

Right now the only way to add/edit beds and bathrooms that appear on the subtitle and in the Where You'll Sleep section is to add them under sleeping arrangements in Bedrooms and also have Bathroom Rooms. I discovered by accident that if you remove amentities from a photo, they get deleted from your Master amenities list! Yikes! 😱 Spent a long time fixing that! We shall see where it goes. You'll see various callouts that appear on your listing if not using the photo tour:

[Emilie]

Hi @Sara-And-Rob0,

Have you had a chance to try and update your check-In times as suggested by Joan? If the steps she suggested did not work, please let us know so we can try and advise further. It might also be worth asking the Support team to take a look, should something seem to not work as expected. 🙂

Thanks, 

Emilie

[Sara-And-Rob0]

Hello @Emilie ,

Thanks for following-up. 

Joan's workarounds did not work.  We have 2 out of 8 of our apartments with this issue, the others are behaving normally.

I have to be honest, we are hesitant to reach out to support for anything these days.  It usually ends with our frustration and no resolution, especially with these types of technical problems as the third party support channels wouldn't have a pre-written reply for this issue.

I'll keep trying things on my end and watch for it to self-resolve.

Rob

[Joan2709]

@Sara-And-Rob0 

So sorry about this issue with the Check-in times. Since you opted in early, it does seem it is related to that. Have you tried changing it on the App as well as desktop? Also there seems to be alot of bugs with Firefox vs Chrome.

Airbnb knows guest like self-checkin and probably added this wording/option, but didn't provide the option for a Host to choose 24hr checkin with lockbox. The option should be added to the dropdown choices connected to your check-in times in House Rules. It seems to just pick up you have a lock box and automatically display the 24hr option...what a pain!

There was a similar problem with the Instant Book pre-booking message which made it seem the guest could choose their time of check-in. It took months for that to be corrected finally.

Old Guest View Pre Booking Message:

Finally changed to below after numerous complaints

[Sara-And-Rob0]

I remember that Instant Book issue!

I use a Chrome browser and tried on an Edge browser too.  

I don't think we opted in early though as I have found an early access opt-in button available to click, meaning we have not clicked that yet.  Some of the features have just insinuated themselves on their own.

We have lots of other messaging dictating check.in window, so we'll just fall back on that and add a note in our check-in message over riding the 24 hour check-in until it resolves...(not that many really read anything anymore, anyways, lol, but that is a whole other thread!).

The photo issue is a bit more work so I haven't had time to delve into it, Sara managed to get what she needed to work to work so have to let that sleeping dog lie for a few more days.

Thanks for your help Joan, you are very savvy with the systems.

Rob

[Joan2709]

@Sara-And-Rob0 

Ahaa...so you haven't opted in early, but it seems there was a change made by Airbnb and Hosts weren't advised....yet again.

Couple of things to try:

1) Try making changes to check-in method in the App not on the desktop

2) If using Instant Book, turn that off while testing this. Try changing your Check-in Methods to something else like:

Smart Lock

In Person

Building Staff

Log out on all devices. Log back in and see if the check-in window is correct. Then change back to lock box and see if it reverts to the same problem. That should then tell you it is related to coding Airbnb is using in the background that has a bug or incorrect coding when choosing lock box as an check-in method.

[Joan2709]

@Sara-And-Rob0 

Just thought about another possibility...

Are you using a Channel Manager? If so, sometimes that causes issues with making edits to the listing.

[John5097]

@Sara-And-Rob0 

Maybe you already tried this but  you could also check your "House Rules" to see the check in and check out settings. 

Click on Your Listing

Go to House Rules in the Listing Editor 

Click on House Rules 

Click on Check in Check out 

Select times. 

Click Save to save changes. (down at the bottom right )

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I don't know if the House Rules check in and check out setting are synced to the Guest Guide settings? Seems like they would be but could try this if you haven't already. You could also try changing it one hour and changing it back again. 

Good thing no one reads the listing anyway! 😂

I always include the dates of the reservation and check in check out times in the first message to guest. 

RE: the photos 

Going by memory but you can edit the rooms and assign photos to each of them. For example the washer and dryer in my listing is located in the bathroom, but AI wanted to create a wash room which I absolutely don't want as there isn't one and guest might think its not private or shared. So I deselected the wash room AI created, as one doesn't exist, and put the pics of the Washer Dryer in the Bathroom photos. 

You could also edit the oder of first five photos for the listing and choose your cover photo.

Maybe that all changed but that's how it's been for about a year or so. 

Good luck, I hope you get that sorted out. Thanks for brining it to our attention.