SMS notifications have stopped working.

[Marcin65]

Hello dear hosts, administrators and moderators of the forum. When I have a problem and can't get help from cs , I ask a question here. I usually get more attention and support from users of this forum. Our collective knowledge through experience is a power that should be used by the AirBnB platform to help each other. @Joan2709 , @Helen3 , @Joelle43 , @Shelley159 

Sorry for the long introduction, now to the point. As in the title: SMS notifications are not working for me. All SMS notification settings were not changed. I received the last SMS notification on 03.03.2025. I had such situations a few times before, it seems to me that after AirBnB application updates. Then after updating on my mobile device + logging out / logging in the problem disappeared, unfortunately now it doesn't. The support department is working on ....
Has anyone had a similar problem, or can someone help me? 

I found a similar topic, unfortunately without a solution.

Notifications - Airbnb Community

Best

[Marcin65]

Hello. Unfortunately, the problem has not gone away 😤  Yesterday, SMS notifications worked, today they are gone again. I wrote a new report to CS, I can't go back to old closed cases (this is also irritating). 

My guest had a problem with the intercom, I only answered him after 1.5 hours 😡

[Joelle43]

Hello @Marcin65 

Same for me - just come back from a check-in and no notification received from my guest that they had arrived outside the apartment!  Only had the email notification.  

Strangely I receive the notifications from CS as my case is ongoing on this very issue and again the case has been closed so that the engineers can work on the problem.  Really don't understand why they have to close our cases each time other than to tick their quality/response time objectives but when you read that your case is closed I think they have washed their hands of me!  Not a great feeling

[Joan2709]

@Joelle43 

Cases being close without true resolution are due to the way Airbnb has structured their out-sourced CS - I fear they are paid on closed cases, not resolution of the problem. Additionally, minimal training results in minimal ability to resolve all but the most basic questions. 

I'm guessing this "bug" happened because they are testing ADA notifications on WhatsApp (another platform change without notifying Hosts) and whatever coding changes they made messed up the SMS text notifications. 

I'm hoping one of the moderators can forward this to the appropriate team at Airbnb as this affects many Hosts. Missing guest messages is bad for Airbnb and Host alike:

@Rebecca , @Bhumika 

[Joelle43]

@Joan2709 

Thanks for your feedback and for tagging our Community Managers😊  I really hope this gets sorted soon because as I feared, our response rate to guests is being compromised as experienced by @Marcin65  today.

 I received one notification from Airbnb via WhatsApp back in January for a security code to access Revenues but since then it's stopped.  Would be nice as you say to get a heads up on new features being tested especially when you read how easy it is for cyber criminals to hack into our computers.

So no SMS notifications and still with that new inaudible ring tone - boy do these engineers make it hard for us to be responsive hosts.  They obviously don't have an Airbnb to run!

[Bhumika]

Thank you for the tag @Joan2709 . @Marcin65 , thanks for sharing the details of the issue in the comments as well as your post. I'll forward it to the concerned team as well!

Kind regards,

[Marcin65]

[Joelle43]

@Marcin65 thanks for the update and unbelievable that their "investigation" says we haven't got our notifications for SMS switched on, when we have!!  And I imagine they also said that your case was closed?!  

[Marcin65]

not yet ...

[Marcin65]

Today I got this message from CS. If any of you have dealt with the problem of no SMS notifications, please write how.  @Bhumika @Elisa @Rebecca  @Lisa  @Quincy @Joelle43 @Joan2709 @Guy991  @Shelley159 @Mike-And-Jane0 @Andrea6232 @Robin4 @Helen3 

I will be grateful for any help

[Joan2709]

@Marcin65 

Alas...this seems like the typical, scripted answer from Airbnb; blame the end user and close the case instead of addressing the issue. 

[Marcin65]

Yesterday some SMS notifications started to come to me, but about half of the messages were not SMS notifications. I wrote this to CS and this is the response:

"As I can check you've received that much SMS only from Airbnb, the rest has been emailed to you."

Today I got this message:
"Since there is no further assistance required"
with wishes for a nice day .....
The request has been CLOSED.

What do you think about how CS works?

@Bhumika @Elisa @Rebecca  @Lisa  @Quincy @Joelle43 @Joan2709 @Guy991  @Shelley159 @Mike-And-Jane0 @Andrea6232 @Robin4 @Helen3 

I have sent another problem report. This game is taking up a lot of my time. I have already sent a list of received and unreceived notifications.

[Joelle43]

I agree @Marcin65!  If we acted like CS as hosts, we would be closed down!  My second case regarding the absence of SMS has also been closed.  

Interestingly I was sent a satisfaction report to fill in - needless to say they didn't get a 5* review😉

No reply from the engineer within the 24/48 hour which was promised in  the CS statement - so case closed!