Paused for five days - but it's Air's fault

1

AIR incorrectly paused all my properties!

Due to COVID I changed our properties - IN SETTINGS - to one week minimum and two nights in between rentals blocked for housekeepping

But I continued to get inquiries for as few as ONE NIGHT!

I emailed CS to get this figured out and received an email - one week later - saying they’ll get back to me in about a week (you’re busy, i understand. but…)

Then i received an email telling me I declined three inquiries in a row and my properties would be paused.

I stopped declining inquiries (even though they were for fewer than my one week minimums.

I let them expire or I replied that we couldn’t accept their dates.

But apparently I declined three more because i just received an email that all our properties are paused for five days.

BUT THE FAULT LIES WITH THE CALENDAR SOFTWARE NOT ACCEPTING MY SETTINGS!

I’M ONLY DECLINING IN SUPPORT OF OUR COVID SETTINGS THAT THE CALENDAR IS INCORRECTLY ALLOWING TO GO THROUGH!

On July 14 I had a conversation with CS (spoke with “Anna”) and I asked if these declines for COVID would ding our superhost status (four plus years running!). Anna said "NO, they would not affect our status.

Yet here we are. Paused for five days.

AND… I cannot get to a human on the phone unless it’s regarding a rental within 72 hours.

The recording says to contact their on line customer support.

Which I did twice (the second time) on 8/18) and got paused instead of helped!!!

hoping someone from Air is actually paying attention to this page!
I’ve posted this on Facebook but I’m having problems with my Twitter account so can’t post there right now.

help? ideas?
all are appreciated

2

You can’t let an Inquiry expire without sending a message back within 24 hours- that lowers your Response rate. Messaging back is what you should do, not decline, as that affects your Acceptance rate (altho some hosts insist that declining inquiries has no affect, it seems obvious that it does).

Pausing your listing has nothing to do with Superhost status, so the CS rep didn’t give you false info. Hopefully you can get this dealt with ASAP, but CS response time is abysmal these days.

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I seriously doubt it. The have their own community center forum that they watch. I suggest using their Airbnb help on twitter although I don’t think that’s very effective these days either.

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Yeah, but only on Airbnb.

Why would they?

Don’t rely on Airbnb to fill your calendar.

JF

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You can’t let inquiries expire, but all you have to do is reply.

Having settings for lengths of stay and/or days between stays does not prevent potential guests who don’t read from making an inquiry. All you need to do is reply saying

"We’re sorry we can’t meet your needs at this time. Your inquiry is for a stay that doesn’t meet the health related parameters we have set to keep our property safe for guests, hosts, and cleaners. "

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I don’t think anyone from Airbnb reads the posts over on the Airbnb CC either. Occasionally one of the forum moderators (who actually don’t work for Airbnb either- they work for a company called Standing on Giants, which contracts out moderating services) will try to get Airbnb CS to pay attention to an issue a host is having because it’s brought to their attention by tagging them into a thread there.

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