Unresolved technical glitches

[John1512]

What options do we hosts have when 4 consecutive team members pass you off to the next team member because they all say a bug is fixed when it's verifiably not, according to your own eyes while using your own devices and according to your friends' + family's eyes in different parts of the country when using their own device? We always troubleshoot issues—clear caches, switch devices, log in/out, etc—prior to reaching about such things, having experience working on/creating various sites/platforms, yet that's what each offers as a solution after nearly a week of messages/calls before they close the ticket. Thanks

[Emiel1]

@John1512 

Which "technical glitches" are you referring to ?

Please provide some details

[John1512]

A guest named Nicole's (5 star) review wasn't showing up on our listing for whatever reason even though I could read it via email notification. Each customer service member directed me to do the same aforementioned troubleshooting steps that I had already completed. Then the review started showing up on their end so they would share that as proof it was fixed when it still wasn't showing up on my listing or for the aforementioned friends + family trying to see it on my listing. When the next guest Rosie left a review, they used that as definitive proof that not only is Nicole's showing up now, but so is Rosie's. Nicole's review still does not show up publicly. We have other bugs that still haven't been fixed that they say are fixed, like why Airbnb keeps asking me if I have amenities  that I already have checked on my listing nearly every time I jump on my hosting interface, so at some point you gotta let it go or it will drive you crazy, I get it...but easier said than done with a review. I would share a screen grab of reviews if that's allowed on here so you can see time stamp of Nicole's still not showing up. 

[Mike-And-Jane0]

@John1512 Nicole's review is there. We just ignore all Airbnb's amenity suggestions as it wastes too much energy continually rejecting them.

[John1512]

It may be there for you, which is good to hear btw and thanks, but it still doesn’t show for me or aforementioned group across the country also checking it for us. All caches / history has been cleared, logged in logged out, various browsers and devices. So yeah. C’est la vie i suppose

[Pat6671]

@John1512 

I apologise if I'm adding to the wrong thread but this it is also about poor Airbnb service.

For Airbnb staff reading this, a reminder before I start my rant. Yes, it's your business, but without hosts and superhosts, you have no business!!

My listing was adversely affected by a sofware change which altered one of our key parameters. Like all software changes made by Airbnb, the change was neither announced to superhosts before, nor after the change was made.

To get 'support' to understand the effects of this, I had to write 4 support complaints as the limit is 1,000 characters. Each one was linked to the previous one. All support could do was tell me 'It looks like you already wrote to us about this'.

Come on Airbnb, it's your business, but without hosts, you have no business. It's time to realise that I, probably, like most hosts and Superhosts,  never contact support unless it is important to our joint business.

If you think I'm daft, why not do an independant survey of service quality amongst those that have used support in the last 12 months? Perhaps you'll get more than you bargained for.

[Mike-And-Jane0]

@Pat6671 If you cannot describe an issue in 1000 characters then you have no hope with Customer Services. They are monitored/paid on volume of cases closed so will not spend ages reading about an issue. What was the issue by the way?

[Pat6671]

@Mike-And-Jane0The issue cannot easily be described in just a few words but here goes. The parameter in a listing "Preparation time" was originally set by us as 24 hours. Worked perfectly. If a guest was due to leave on say a Monday, the next guest booking could not start on that Monday but could begin on Tuesday. Plenty of time to clean, maintain, and prepare. Also a later booking could not end on the same date as the original booking begins.

Except now, the same parameter was set as '1 day before and 1 day after'. That was after the software change. Now if a booking ends on the Moday, the next free date for a booking to start is on Wednesday (i.e. 1 day before and 1 day after). If we could fill up on 1 week bookings, we would loose about 50 days a year just because Airbnb did not really think about the effects of their change.

Now you could say on any day a guest leaves, mark that day as unavaiable. That would work. Except once a booking is made, we can't mark the start date of that booking unavailable. Another guest could then book to leave on the same date as the first booking starts, which just does not work.