“How to get inside” not visible for guests although published - HELP

[Michael-Angelo0]

Hi folks 😄

I’m a Superhost for 10 years in desperate need of help. Airbnb Support have shown to repeatedly be unable to fix the issue.

I have 3 listings in Norway.

My “How to get inside“ check-in instructions are not visible on 2 of 3 listings 🤦🏻‍

I’m desperately trying to reach someone that can help me, I even emailed Brian Chesky 

😂

Please someone help me, or put me in contact with someone high up that can help me.

Thanks ❤️

Michael Angelo Justiniano from Norway

In detail:

I am talking about this feature:
As a host: Airbnb app - Menu - x listings - select relevant listing - Check-in instructions
As a guest: Airbnb app - Trips - select relevant trip - How to get inside

The “How to get inside” shows a short explanation text the host has added, and is visible for the guest in the Airbnb mobile app after making a booking.

On that very same page, the stepwise instructions with pictures and text explanations are to appear under the aforementioned text when there is 48 hours or less until the guest’s stay, and they are to be visible during their entire stay.
I’ve put a lot of effort in making these instructions, making sure that checking in is a breeze for my guests. 

But the instructions do not appear for my guests.

See screenshots from guests below. The last screenshot shows how the instructions should appear.

It’s a technical bug. The instructions are added and published in the same way on all 3 listings. It’s great for both guests and me when they work, but makes hosting and checking in a hell when they don’t. 
I’ve tried to un- and re-publish, change the content, cross-check settings with the listing that works, and much more, but to no use.

I started getting a lot of questions lately from guests on the day of check-in, and I just explained how to find the instructions in the app. But they couldn’t, and later they have confirmed with screenshots that they can’t see the instructions.

The 2 affected listings are new from this year, so I’m starting to think that they never were visible ever since the beginning. The third listing is 5 years old, and is working fine ever since Airbnb introduced this feature many years ago.

Someone please help 😵

 

 

 

 

 

 

[Paula]

Hi there @Michael-Angelo0,  Check-in instructions are a crucial step in providing an excellent guest experience, so it's clear how this issue is affecting you.

Thank you for sharing all these details and screenshots; they will help the tech team in understanding what might be happening. Could you please share which device you've been using to access your account? If it's a mobile device,  is it iOS or Android? , in case is iOS, what version is it?

[Michael-Angelo0]

Hola Paula 😄

As a host:

Yes of course I’m using a mobile device and the Airbnb mobile app - because that’s the only device where I can add the check-in instructions. It’s not possible to add or edit instructions from the desktop version or mobile web version. I’m using iPhone 14 Pro Max with newest iOS 16.6.1 (and earlier versions ever since I created the two listings earlier this year). I’ve tried logging out and in, deleting and reinstalling the app and much more.

I can try to use my wife’s iPhone tomorrow, de-publish and re-publish the instructions, and ask a current guest if the instructions suddenly show up. But I highly doubt it, because any changes I make from my own phone to the instructions on that third listing where the instructions work are reflected and visible for the guests.

As a guest:

The guests are using whatever they’re using as their mobile phone, so the Airbnb mobile app on both iPhone and Android.

[Trade-Winds0]

Hello, we are having the same issue for all of our listings.  Guests have shown us what shows up on their phones when they click on “Hoe to get inside”, and it usually is just a blank page, sometimes it will have just the lock box code, but no photos or other texts.  When we look at it in our app on an iPhone, it shows up fine.  

[Lorna170]

@Michael-Angelo0 I don't rely on the App.  Period.  I send my guest the check-in instructions via email before they are due to arrive and I ask that they acknowledge receiving the instructions by sending me a return message.  I also send the instructions via the AirBnB message system.  Just NOT the App.

Why? -- because we are in the mountains and phones don't always work out here until the guest has arrived and connected to the Wifi.  I just love the guest who thinks they know better and has to drive 4 miles back to the highway to get a signal to call me....

also...programmers do not always check their work.  

[Michael-Angelo0]

 

Thanks for your thoughts Lorna 😄

I do a lot of hosting on several listings, so I do not want to have to manually send instructions in any way.

On the listing where these instructions work, I’ve had several hundred guests during the years and not even one question or complaint regarding how to get there or to get inside.

Well, the app does actually say that the instructions are available without being connected to the Internet. Of course, that requires that they’ve opened the app recently so that the app stores this information locally.

See screenshot below of the confirmation one gets after publishing step-by-step instructions.

In English:

You are ready!
We will share your instructions with confirmed guests for their arrival. They can access them from their phone, even without a data plan.
You can change or remove check-in instructions at any time.

[Joan2709]

Hi @Michael-Angelo0 

Yes...I am seeing the same problem.

You can actually add the Check-In Instructions under "Check-In Method" on a desktop now (prior to the Winter 2023 release, you could only do this on your phone). You add the photos in the "Check-in Method section of the Listing on a desktop computer. However, those photos do not appear to the guest in their Arrival Guide under "How to Get Inside". It's almost like Airbnb "forgot" to add this information somewhere in the Arrival Guide for Guests? Many Hosts were not even aware that they could add check-in instruction photos, so many were probably not using the feature and are not aware it's not working correctly.

It probably should be added under "Getting There" for Guests or "How to Get Inside?" It is a real issue and I'm happy to provide whatever information Airbnb would like including screen shots @Paula . Below is a screen shot showing the issue:

Host adds Check-in Photos to this section on Listing Page/Arrival Guide on Desktop OR Phone Now:

Guest Only sees the check-in method text; the photos are NOT  appearing to the guest as they should under the text:

[Sara-And-Rob0]

I am now having the same issue and just waiting for the 4-star check-in reviews to start pouring in. Which will, in turn, lead to me exhaustively trying to have those reviews removed even though they won't go against the policies.

So when a tech issue remains un-fixed, I wonder, where is my 3% being spent?

Currently, I am receiving support but my expectations are so low that I have already started to compile a work-around.  I should call it, a more-work-for-me-even-though-the-82-billion-dollar-tech company-should-just-fix-the-problem-around.

[Joan2709]

@Sara-And-Rob0 

Well what a pain! 😠

The initial Airbnb bug issue with the Check-in Photos was resolved a while ago...🤔 As long as you have added all your photos/instructions in the Listing Editor/Arrival Guide, the guest can see them 48 hours prior by going to the Trips Tab in the Airbnb App on their phone. The problem is, many guests don't know how to find that in the App. Some guests don't have cell service where the listing is located so we send a check-in message with all the arrival information (directions, parking, how to use lock/code, etc.) 24 hours prior or day of arrival (depends on the listing). We also tell them where to find the check-in instructions in the App on their phone in the message.

We also create a direct link to the arrival instructions for each listing and put that in our message as well. They only have to click the link and it takes them to the checkin instructions with photos:

For your first listing:

absolute best view in Lauterbrunnen

https://www.airbnb.com/reservation/check-in-guide/51619277

The first part of the string is the same for all listings. Just add the listing ID number for each listing at the end. 

Your second listing:

https://www.airbnb.com/reservation/check-in-guide/585385747852505589

Check-in Guide on Guest Phone in App/Trips Tab:

Then click the photo of the property under Upcoming Reservations:

Scroll down to Checking In/How to Get Inside:

[Sara-And-Rob0]

Hi Joan,

The initial Airbnb bug issue with the Check-in Photos was resolved a while ago...

The bug is back.

It is not user error or that they are in the wrong place on the app or that their app is not updated or they lack service.  I was troubleshooting in the moment and three different guests are three different apartments showed me screenshots of their phones after they clicked on, 'How to get inside'...it shows nothing but a blank screen, even once they are on my wifi.

No, there are too many variables for this to be coincidence or various happenstance.  This is an Airbnb issue that needs programming to be fixed. Period.  

I really can't believe what 82 billion gets you these days...just saying.

[Joan2709]

@Sara-And-Rob0 

Wow...I agree!  Can't they get this fixed for heavens sake! I'm wondering if it is specific to certain countries or types of listings? The US-based listings I work with don't have the issue? 

When you create the direct link and click on it, does it still show a blank page? 

[Sara-And-Rob0]

Support offhandedly just told me to give them the link.  

As we all know, the current state of guest competencies is very low. I do not want to complicate matters by providing even more words and links than already necessary.
 
I would like the large tech company that I’m in partnership with to get off their lazy butts and do some work when there is work to do. 


If I fail in any way to do my part, we all know Airbnb is there to whack me with a stick like taking my guest favourite, my superhost, penalizing me if I cancel, random suspensions, etc…a one way street when I demand they do their part and live up to my expectations.

I do not have enough data to know who can and who can't see the guide.  There are too many variables.  It requires a giant tech company with access to all the data to see the issue and program a solution.  This is not rocket science after all.  

[Sara-And-Rob0]

After support wrote me back, I responded with telling them that is not a adequate solution.

No reply for several hours until I received a message, in French, asking me to describe the problem so they can try and help.  

Support has complete disconnects.  They listen, look, move on, the telephone line gets broken and problems never reach a resolution.

And so I begin again today, pointing out the 1st level support person that they are not the person to correct this, it should be escalated so it can get funneled to the programmers.  

It will end the same way today, unresolved.

I have already added details to my check-in message that Airbnb is having technical issues and to let us know if they have trouble with the guide.  We hope this will steer people away from giving US lower stars for check-in. 

I just thought to myself, why doesn't Airbnb have one star category for themselves in the review process for guests.  Most big online companies want to gather feedback from as many users as possible but Airbnb doesn't seem to want data from the guests...

[Joan2709]

@Sara-And-Rob0 

So sorry this continues to be an issue...

Been reading some other posts regarding some similar unusual happenings with calendars, rule sets, and pricing all of a sudden. This might seem a bit strange, but one Host was able to resolve by doing the "control, alt" delete" method. Basically resetting your account. Crazy as it sounds, it might work. Worth a shot?:

1. Logging off Airbnb on ALL devices (phone, tablet, desktop)

2. Airbnb suggests clearing your cache (I hate doing that as it removes my bookmarks, but might need to do it)

3. Log back in to Airbnb on ONE device only using your email NOT your phone number (after waiting a few hours).

Unfortunately, only a guest will be able to tell you if this works for sure, since you can't see what they see (if they still see a blank screen).

[Sara-And-Rob0]

Thanks Joan, but this is not a problem I am having.  It is my guests that are not getting access on the 'How to Get Inside' information on the app.  

It is a random problem that is affecting some guests, possibly not all.  We've only had three physical reports of the problem but today we received a 4-star review for check-in, which, in 1650 reviews, we only have two, including this one.  

The big picture here is that guests will think we are sending them to a blank page of info by directing them to the app, trips, how to get inside.

Airbnb is dragging their feet on this, as they usually do until a problem reaches critical mass of feedback.

I suspect there is a line of code in the winter release that is the problem as the first occurrence was 19 Nov 2024, then 20 Nov 2024, then yesterday, and possibly other unreported instances.