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Post by lambada on Mar 21, 2016 22:07:42 GMT
I accepted a reservation from this nice lady a month ago. In her communication she mentioned difficulties getting her ID verified. This was what she said below:
==I am wondering whether you got my request because I think there is a little problem with the ID verification. I verified my ID but it just keeps popping up and asking me to verify it again.==
So anyway, I did get her reservation so I accepted it and I was looking forward to meeting her and her mom next week.
But earlier today, I got this email from Airbnb:
We're sorry to inform you that we'll be unable to support reservation ___________ with ___ As a form of quality assurance, our system will often require guests to complete an additional verification process and at this time ________ has been unable to do so. Please know that while this is not ideal to cancel an already accepted reservation, we do feel that it is in the best interest of the hosting community.
The guest has been notified and is aware that she no longer has an accepted reservation with you. We have also opened up your calendar so that those dates are once again seen as available.
We apologize for the inconvenience and thank you for your kind understanding.
Best regards,
I mean, I appreciate Airbnb's effort to verify the guests, but don't you think they need to do it a while back when guest was making the reservations?? Not a month after?
I got another booking right away, albeit not for the same length of time, but I feel sorry for her and her mom as I really think the problem was from Airbnb site, not hers. Who knows what kind of but they have now with their verification system.
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Post by andrew on Mar 21, 2016 23:03:22 GMT
It sounds like the kind of lingo they use when there's an altogether different issue that they can't disclose. But you'll probably never know for sure.
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Post by helgaparis on Mar 22, 2016 0:19:37 GMT
I had that a few years ago, when they started verification. Several guests could not book the same period, for the first, an Arab single man, I suspected something dangerous going on.
Then it hit a nice couple for a 5 weeks booking. French, good jobs, found them on facebook. She could not book in the end, but her husband had another profile. He had to find a wifi hotspot in transit and book and pay! in an unsecure public net. That was a great security achievment.
Thinking about it, the lady was in their holiday house in Morocco- maybe it was the region that triggered the "random" request to verify the accounts.
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Post by High Priestess on Mar 22, 2016 2:48:10 GMT
That sounds frustrating--- I think Andrew has insight into what may be going on in this case.
Did you hear anything from the guest?
Once someone books I would have their phone number and just out of curiosity I might call this guest and ask what they heard from their end.
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Post by lambada on Mar 22, 2016 14:28:57 GMT
Thank you Andrew, Helga and Deborah. Helga, this guest that was cancelled is from China and I do get quite a few from China. She sounded to be a very nice, savvy traveler in her communication with me, so I was surprised that they just cancelled her (and her mother).
Deborah, I didn't hear anything from the guest, but also all my correspondence with her has been erased by Airbnb and when I clicked on her profile, I got the ice cream girl. Again, if this happened earlier after I just accepted the reservation, I could see that. But this is a month later - she's supposed to arrive next week. Crazy Airbnb!
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Post by John on Mar 22, 2016 15:51:35 GMT
Please remove the booking code from your post.
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Post by helgaparis on Mar 22, 2016 21:14:19 GMT
I save every mail I get from guests - if you communicate phone numbers, they disappear too a while after the stay.
If they erased the old messages completely, there was some mire to it than only a verification problem. I had that once when I flagged a contact and Trust and Security said it was a phishing attempt.
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Post by lambada on Mar 23, 2016 15:12:45 GMT
I hear ya, Helga. Although I can't be sure if Airbnb had any valid reason to erase the profile as the platform has been acting crazy, at least that's what I've been noticing. For an example, on my dashboard it now says: No pending reservations. When I know I have quite a few coming and it also shows under 'reservations'.
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Post by helgaparis on Mar 23, 2016 20:39:14 GMT
For a week or so, I had "No reservations" on the app with up to 5 guests incoming. Uninstalling, rebooting, restarting the phone (both) and then installing again brought my fonctions back.
On the website I have the problems when I switch from one domain to the other, like usually I'm on airbnb.fr but the forum is on airbnb.com and my sister now hosts on .de, so I may look up a thing in that language to tell her where to find what. - I see it on the language, if I pay attention, but if you switch between two English language domains, you would not remark it. All looks normal, but half of it does not work.
- Nothing to do with your guest, only reaction to the bugs.
My sister could not change prices today and it said "You are using a beta version of the website, prices will be in the calendar. " After a bit of searching, she found the settings for standard price and currency in the calendar window. That lets suppose that they are working at still another version of the website even if the last one was not completely rolled out. - Two versions per year - common in 2000 but not for many years now.
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Post by Olivier François on Mar 24, 2016 11:35:01 GMT
Helga, of it would be only 2 version of the site it would be great. I Identify at least 6 differents ones (2 french version, 2 english version and 2 spanish ones). And they all have different features, allowed in 1 version and not in the other such as price discount, calendar tools, saved automatical message to guests, cancellation polices reminders on the top of listings, reminder for discounts based on un official prices, etc.It's crazy.
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Post by helgaparis on Mar 24, 2016 15:02:47 GMT
Not so many, Olivier, I think. It looks more like keeping the website of early 2015, Summer 2015 and now also a 2016 version life and not updating the links. That creates those mixed versions. And probably most of the bugs. You are on website2, the link calls up a feature that has not been redone and fetches it from version 1 but that does not completely work with the rest of No2.
Other big websites do that too, it's simply too much work to reprogram everything. The provider OVH had two versions of the website when I first rented a server there, in 2012 I think. With an announcement, that the old one will be switched off soon. A few months ago, I needed a new domain with mails and that did not work. CS found the error: "You used the "new" website? No, mail forward only works on the old one" Aha. They are a provider for webspace and related services.;-)
But it's definitely adventurous to mix three versions.
I saw a new feature the last few days: save standard replies for re-use in the messages to guests. That's one of the features we asked for and contrary to the kids ages in the booking form it did not backfire. - At least not much, saving for reuse sends the mail. You have to be sure that the text is finished before you save it for re-use.
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Post by Olivier François on Mar 24, 2016 23:00:35 GMT
Helga, I spend most of this afternoon to verify with a friend who is an informatician: there is 3 version of site actually and 2 of the android app. Most of the glitshes comes from over use of cookies and inside data to present a specific view: if you are a newbie guest you just can see version 1.0 (few features, just half filters than usual user). If you are an usual guest you have access to version 2.0 where now airbnb services fees are refund for flexible or moderate cancellation policy. If you use airbnb as guest and host you have version 2.1 (with bêta smart pricing and extended inbox, extended review section with hilghlighted keywords and % of guests which recommend the listing). The same on the app where you also have the free babies experiment policy. Here the last updated mail from airbnb totally wrong regarding to IB and communication it's in french, I will translate it tomorrow but for english speakers it says that policy regarding child under 3 are different if guests book through laptop or through the app: Airbnb Airbnb Customer Experience Dounia D, Mar 24, 06:28: Bonjour Olivier François, Je suis Dounia et je suis Responsable au sein de l'équipe Trip Experience d'Airbnb. Je viens de prendre connaissance de votre email concernant le changement de politique concernant les enfants de moins de 3 ans sur l'application uniquement. En effet, les enfants de moins de 3 ans, sur une réservation faite depuis l'application ne compteront pas comme voyageurs supplémentaires donc ne seront pas soumis aux frais supplémentaire. C'est une option qui n'est pas valable sur le site pour le moment. Je comprends que cela ne soit pas clair que 2 politiques semblent se chevaucher suivant que la réservation se fasse depuis le site ou depuis l'application. La solution que je peux vous proposer serait: - si vous décidez de ne pas faire payer les enfants de moins de 3 ans, qu'importe que la réservation soit faite sur le site ou sur l'application. Je comprends que vous vous inquiétiez du nombre de voyageurs total. Les voyageurs doivent tout de même préciser le nombre d'enfants présents en plus des voyageurs comptabilisés, donc vous saurez combien de voyageurs sont présents en tout et vous pourrez alors accepter ou non en fonction de la capacité de votre logement. - si vous souhaitez compter les enfants de moins de 3 ans comme voyageurs supplémentaires et que vous voyez que cela n'est pas pris en compte : vous pouvez refuser la demande ou envoyer une offre spéciale et ajouter des frais pour l'enfant. J'espére avoir pu vous renseigner et je reste à votre disposition si besoin, Bien à vous Dounia D www.airbnb.com/helpTHIS EMAIL IS A SERVICE FROM AIRBNB CUSTOMER EXPERIENCE. THIS EMAIL IS A SERVICE FROM AIRBNB CUSTOMER EXPERIENCE. For more information visit our Help Center [N4PVDQ-Q37J] |
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Post by helgaparis on Mar 25, 2016 20:25:32 GMT
I use the website on different browsers, part of them in stealth mode or not logged in - I had seen the different versions but thought them browser specific - new user on Google on Macintosh gets a practically unusable version. Thank you for the work - I had not thought about cookies, but as I clean them out from time to time - that may have contributed to the different versions I get. Generally it looks like someone added a lot of functions and filters and they are conflicting with each other.
But that's normal: you add and add till you have to start over.
The kids policy is very strange. Looks like they are trying to bully everyone to accept kids for free.
A few years ago, you could take a damage deposit, then they took it themselves and the host could no longer do it, now it's not even taken and it gets harder and harder to claim against it.
I read that in the same sense: we try it in the app. You can already accept free kids - isn't that generous?
then we roll out the form everywhere and you can still refuse and make a special offer, sending the guests to the competition
and tomorrow we will forbid charging.
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