Yesterday I was in discussions with a guest about a room they had requested to book, when I suggested another room with ensuite might suit them better for their stay. They agreed they would like to book it when they got home from work. At 5:50pm, I got this rather threatening email from airbnb, which I thought odd, especially because I had a 100% response rate, and because it claims I need to accept or deny a booking within 24hrs, when it is perfectly legitimate to reply as well:
I had to go and double check the rules after that, and I was still doing it correctly, so why the odd email? I immediately tried to respond to the message by using the last email address I had received from customer service at airbnb, but it went nowhere as the email addresses disappear after a case closes. I decided I would have to call when I had a chance to discuss why this I received this punitive sounding message that didn’t even reflect airbnb’s own hosts standards for dealing with booking requests.
Well, things got even stranger when at 8:35pm the guest in question booked the room we had been discussing, and this email suddenly disappeared from my inbox! Yes, you heard me. Within minutes of the booking coming through by the guest in question, the odd, rude message disappeared from my inbox as if it had never happened.
I called airbnb in quite a bit of shock, and even thought I didn’t have a copy of it, seeing as it just disappeared like that, but while I was talking to the completely disbelieving rep, I remembered I had tried to email, and had it bounced back to my outbox, so I still possessed the copy. He was denying the email had been sent, and that there was no record of it! He asks me to send a copy asap.
After hanging up, I received another email asking for me to send a copy of the email. Which I did. I received this back:
Why would an automated email be sending a message saying something that doesn’t even align with the booking requirements of a host, which are to reply, accept or deny a booking request within 24hrs, not just accept or deny as it states? It was very clear from the numerous back and forths that myself and the guest were engaged in discussing the booking (and in fact very close to it).
I’m concerned not so much about the email, but mostly about how it was able to disappear from my inbox. If I hadn’t had it sitting in my outbox because of that one attempt, there wouldn’t be a trace of it. Is there anyone out there that knows about any kind of technology that big companies can use to fish emails back out of inboxes?
For anyone that thinks I am stupid, I did not delete it (I never delete emails) or put it anywhere else. It simply evaporated out of the timeline. Only I use my email account.