I'm pleased to see someone else raise this issue. I have had many guests this summer telling me they have not received the instructions, when I know full well they are in the confirmation they receive from Airbnb after booking.
I contacted the help desk person and they just sent me screen shots of confirmation messages to guests of where to find my details. The guests still said they couldn't find them.
I asked one of the guests on arrival to see his confirmation email and talked to him about this issue (he too was a host) After trawling through his email he actually found what I was trying to explain to him. His comment was " but I don't read all that stuff".
So I conclude "you can lead the horse to water but you can't make it drink" . I end up copying and pasting from the detail I had entered into the system and sending it by the app.....some people don't even have access to the app when travelling. Then they start calling me up and asking for the details, and this can be at midnight...."not happy Jan".
I asked the help desk person to ensure that the guests' attention is drawn to the fact they have been given the self check in details when booking, I was thanked for my suggestion and they would relay it on to the IT persons....guess nothing has been improved yet.
One day airbnb will actually listen to us....the people at the coal face dealing with the lovely guests and their inability to read.
@James522 yes it does impact on the checkin rating, that's for sure, and yet we have gone to all the trouble before to ensure a smooth check in.
Frustarating? very much so.