Guests Not Receiving Confirmation Emails

[Joe3792]

I'm encountering a significant issue with booking confirmations on Airbnb, where my guests are not receiving confirmation emails after booking, and I'm seeking assistance to resolve it.

Background: As a host, I rely on Airbnb's booking system to manage reservations and communicate with guests. Recently, I've been informed by several guests that they did not receive a confirmation email after booking their stay. This issue is causing confusion and concern for both me and my guests.

Issue: The main problem arises when guests book my property on Airbnb. Despite the booking being successful and appearing in my Airbnb dashboard, guests do not receive the standard confirmation email with the booking details. This lack of communication leads to guests contacting me directly for confirmation, which is not only inconvenient but also raises doubts about the reliability of the booking process.

Troubleshooting:

Here are the steps I've taken to troubleshoot the issue so far:

1. Verified that the guests' email addresses are correct and that they have checked their spam/junk folders.
2. Confirmed that my own Airbnb settings and notifications are configured correctly.
3. Reviewed the Airbnb support documentation for any known issues or updates related to booking confirmations.
4. Contacted Airbnb support to report the issue and inquire about potential solutions.
5. Advised guests to resend the confirmation email from their Airbnb accounts, but this has not resolved the problem consistently.

Observations: Despite these efforts, the problem with booking confirmation emails persists, leading to uncertainty and additional communication steps for each booking. This issue is critical as it affects the smooth operation of my hosting business and the trust my guests have in the booking process.

Request for Assistance: If anyone has experience with resolving issues related to booking confirmation emails on Airbnb or has encountered similar problems, I would greatly appreciate your insights and assistance. Specifically, I'm looking for strategies to ensure that guests receive their booking confirmation emails promptly and reliably.

Thank you for your help and support!

[Joe3792]

Is there anyone who can help me with this?

[Lorina14]

@Joe3792 

Sorry about your issue - you have done almost everything possible to bring this to their attention. Just FYI, this is a community forum of guests and hosts that is moderated by community managers who can flag your issue and direct it to the correct teams. There are a lot of posts and sometimes the community managers don’t see the concern. You can tag them with the @name;  @Bhumika @Rebecca @Paula (these are three community managers I’ve had luck with bringing issues to their attention - I don’t know if they have regions that they are responsible for overseeing) can you help out Joe please?

I would recommend calling the customer support repeated checking in about this important issue (not just chat messaging them about the issue) and keep a detailed log of your interactions along with the case number. If you keep the same case number it is helpful - I’ve had a couple of times the rep followed through and told me when they would be back in the office and they would check in my claim (not all reps do this, many it appears are eager to close their case so you have to call or message in again). Soemtimes you may get more traction with a different customer support representative. You can ask to speak to their manager as this negatively impacts your guests experience, your experience as a host and it could be a technical bug that may be impacting other guests and hosts too. 

Hopefully someone will reach out and assist. Remember though that the community managers are moderators of this community center and helpful but not directly customer support as they cannot directly do anything for you other than route your case to the right team or post a link to an article that may help.