Help with change of address when the helpline takes too long...we are getting our bookings cancelled!!

[Melia553]

Hello,

We have been Super Hosts for the past 8 years and are feeling super frustrated at this point! Let me explain the issue: Our local government has implemented guidelines for Airbnb's in our area. We have to register and get a certificate number in order to open our Airbnb up to guests. We did everything we were suppose to do,  got a registration number and added it to our listing page. The problem is that our address on the registration (and land title) reads 5-125 street name. The listing reads 125 street name unit 5. This has flagged our account staying that we do not comply with the government regulations thus we are going to get our bookings cancelled. I called the support line last Wednesday and the employee said they changed the address. The next day I received an email from Airbnb stating that we are not compliant because our address does not match the government registration. I called and again asked them to change it on our listing page. They said they did but I received an email Friday saying that we are not compliant.  I called and spoke to someone who was trying to change our address in the system but it defaulted back to the original address (which does not match the government document). They escalated it to another department and I was suppose to wait 72 hours. 

The problem is that my bookings got a message from Airbnb starting they are going to cancel their bookings because we are not compliant!  We are compliant - there is a glitch with our address that nobody knows how to fix!! 

Please help me figure this out before our bookings get cancelled!!!

[Joan2709]

@Melia553 

What is the actual, legal address supposed to be? Is the Airbnb listing correct or is the government registration database/certificate address correct?

[Melia553]

The government address is the legal address. When I signed up for Airbnb the website did not accept the "legal" name and auto populated the one that is listed now.

[Joan2709]

@Melia553 

Ok...then yes, Airbnb has to correct the address on their end, as once you have reservations, you can't change the address on the listing yourself. What a mess. This is especially true since you tried to enter the correct address when creating the listing and it wouldn't let you.

I can tag some of the moderators and see if they will kindly forward this to the appropriate Airbnb Team, as this is an issue that Airbnb needs to address before bookings are cancelled. Be careful that Airbnb keeps your map pin in the correct location after editing the address...it's possible their database (Googlemaps) may not recognize the address in the legal address format and put your map pin in the wrong location.

@Rebecca @Emilie @Elisa @Alex @Bhumika 

[Melia553]

Thank you for your help with this. I have been reaching out to support for a week now and they keep telling me someone will get in contact with me but haven't.  It is probably a small glitch in the system and will be an easy fix once someone from tech is on the phone. In the meantime, Airbnb has restricted my bookings and told my upcoming guests they will cancel on June 20. 

I am feeling defeated a this point 😞