“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 😵

 

 

 

 

 

 

[Joan2709]

@Sara-And-Rob0 

Sounds like you are right. It's very strange that it's only affecting some guests, not all and only recently happening after the Nov release. The first problem with this happened after the previous release, so I'm guessing you are spot on with where the problem lies. 

@Paula, @Bhumika , @Rebecca , could you forward this to the appropriate Team at Airbnb? 

[Joan2709]

@Sara-And-Rob0 

....just another thought. Since it's only affecting some guests and not all, perhaps it is because the guests affected are using an older version of the Airbnb app on their phone and when the new Nov release happened, the programmers did not make it backwards compatible to older versions of the App?  Just a thought...

@Paula , @Rebecca , @Bhumika 

[Sara-And-Rob0]

Good thought Joan, but...when the first occasion occurred, I troubleshot with the guest and asked those very questions 🙂  She assured me her phone was up to date as well as the app.  I couldn't confirm the details of these things with the 2nd and 3rd guests.  I just wanted to ease their passage into the listings to mitigate the bumpy landing.  

If Airbnb could look at whether there are version issues and push out an email to users, that is always going to make things better.  More issues may arise with older phones that can't get new OS's or App versions, in which case Airbnb, as the big tech company, could list minimum requirements for using their digital tools to the maximum.  I've never seen that before though.

I just got off the phone with another support agent in India and she reported that her tech team took a close look but they need contact with the guests before they can proceed.  I'll message my guests with Airbnb support numbers and ask them if they could participate in some troubleshooting when they have time...of course, I'll only ask after 14 days past their departure...haha

[Joan2709]

@Sara-And-Rob0 

I'm wondering if the guest may need to logoff the Airbnb app on their phone and then log back in using their email address and not their phone number? That might help in the short term, but obviously something wrong with the coding...