Co-Host Questions

[Cherie71]

I can't get a straight answer from Airbnb in regards to Co-Host.

I put someone on as a Co-Host to all of my listings.  The site says a Co-Host can handle all issues (except bank).

We had gone back and forth with Airbnb having difficulties with both of us not receiving the same messages and notifications of messages.

I finally got an Airbnb person to spend some time, eventually saying it appeared the issue had been resolved.  It hasn't.

Now, I'm traveling out of the state to spend time with my daughters thinking my Co-Host could handle the issues.  Instead, Airbnb keeps calling me on a question I had written before leaving (and specifically asked for the conversation to be in message form NOT CALLS) - 

I write to them saying my Co-Host can handle this because I am out of the State on a trip. Airbnb response -I can only talk to you- What is a good time to call you? 

(Keep in mind the question was a procedural one - Does Airbnb need any more info from me to settle the two Resolution Claims that are still outstanding?  How long does it take for resolution?)

Neither of my questions deserves a personal phone call.  If my Co-Host is not given the messages, then I would prefer to have them in writing so I can copy and paste them to her.   

Gosh, when I want Airbnb to call me they don't and when I want them to write, they call.  How hard is it to read!!!???  Excuse me - I'm feeling quite frustrated.

Do Co-Hosts receive copies of messages & reservation requests? Can Co-Hosts respond and/or request information about the account/reservations, etc.?  

[Gillian166]

I think the ABB help messages come through your personal account, not hosting (which is annoying enough!) so your co-host will not see them. They only see the guest messages. 

[Jonathan6]

In addition, automated message only go to the person that did not create them (i.e. Host automated messages are seen by my co-host and I don't see automated messages my co-host created).  There needs to be a check box next to the automated messages Send to Host, Send to Co-Host, Don't send to Hosts.

Personally, I as the host would like to see that my automated message went out.

Just a rant...

[Genaro18]

I was so excited to read just the first three sentences, I know I am not crazy. Now imagine that the owner had COVID in 2020, went very close the the edge on a ventilator, and when they went to pull the tube out, she got an esophegeal tear. 17 months now of strict vocal rest - the doctor literally says "I know you're been talking, we can't do the surgery". 

So I am hired and I do have experience - but in crisis situations, those **bleep** agents, Ambassadors, case managers, they have documentation repeatedly directly from Doctors who have forbidden her from talking. She is not even allowed to whisper - but after six months of crazy with the agents - one said "this can always be by chat, she should not answer, they cannot leave messages, so they follow up in the "agent case support chat" area.

For months this was the solution. I did not want to be point of contact, it involved giving too much identity photos of passports etc - and until you've seen another persons picture UNDERNEATH your own when you change it in your solo profile, you think? WTF? and several times we have logged in and actually was "inside" someone elses entire hotel account and had bank access and everything.

THEN - Co-Host "appeared", but it was always there but had no authority - until PRIMARY Co-Host, which you did not mention - that's the key - but it still doesn't always workd

So the throat surgery is considered elective, which of course is impossible to schedule anyway, and once a month or so an agent demands she talk. I consider it abuse now. I did write on this forum that in January that agent went so far,  there's a section of the live chat he won't release us from the call - and won't let US do the refund in Resolution Center because he wants some sort of "credit" for closing the case - then calls us as other agents from other lines - and 3 of them are all him. 

Airbnb will not discipline him - that night the owner tore her throat the shreds crying while trying to get the agent to just let us end the call. 

Rarely do people here talk about how sometimes agents messages go under "Hosting Inbox" and sometimes"travel in box" which if you aren't super attentive - they send the form letter "I'm going away for two days>>> everyones letter is the same" then they dump you on another agent. 

I wish I had more advice for you, but you ARE CORRECT at the root of why you are upset. THE SYSTEM SHOULD WORK the way you think it should. It's the agents. 

Check on titles - 

Point of Contact

Primary Co Host

Co Host

Team Member

"Listing Owner" isn't even the same worded title for the "lead" account holder years ago

Thank you a lot for taking the time to write - if the way I am handling it seems like you want more info - send me a private message, the agents sometimes freak when I start quoting all the titles when they get things wrong - and I piss them off

[Cherie71]

OMG! Your story makes my issues seem petty!