OwnerRez messaging bug

This morning I started getting messages sent by one guest showing up as having been from several.  This is a bug.

Here's what the message queue looks like. Three of the exact same message from three different guests at exactly the same time.

Actually only Lillian sent the message.  When I click on the message from Karen, I can see this:

As you can see, the title says it's a conversation with Karen, but all the actual messages are duplicates of my conversation with Lillian.

When I click on the conversation with Susan, I get the same thing.

This has been going on since last night.  Here's another example of one guest sending a message, but it's showing up as if the same message was sent by three different guests at the exact same:

Clearly a bug. FYI. 

Further to my message above, this error appears to be more than a display bug, because according to Airbnb the message from one guest was sent to two different guests from unrelated bookings.  Here is what Airbnb shows for the first example in my message above:

Possibly this is an Airbnb error, but it can definitely cause a lot of trouble if it continues....

Now all my guests are getting messages that aren't even from me, but from a host at a place that I co-host, with instructions for a property that they have never stayed at....

HELP!

I recommend reaching out to help desk as this is extremely unusual.

Sigh. I will, I was just hoping to get a quicker answer if it's not affecting just me. It's been 4 days since I sent in my last help desk help request and I still haven't heard back.  As this issue is directly affecting customers I was hoping for a resolution a bit faster than that.

I just checked your account and looked at these messages. Initially this behavior might sound abnormal, but due to how Airbnb "message threads" work, it's actually expected.

In both cases, the Airbnb "message thread" has multiple participants, including multiple guests and multiple co-hosts. Who participates in a "thread" is completely controlled on Airbnb's side (I believe guests can invite other guests into their message threads... and there are other factors too I assume). 

The result is that, all three of the guests: S, K, and L, all saw the message posted by L because all 3 are participating in that message thread. Anything you post to L will also be seen by S and K. Think of it like "CCs" on an email.

Unfortunately, our "conversation" view is insufficient to convey this information. That's one of the many reasons we are working hard on our new Unified Inbox interface which will be behave like a real inbox and clarify these situations where many people are participating in one conversation.

Joel,

Looking at all the recipients carefully, you are correct.  However, this is an entirely new behavior -- as of today, or so it would seem after carefully checking my inbox.  Before, I would just see one message recipient per booking

Hopefully this thread helps others who are surprised by what appears to be cross-threading at first.

Again, thanks for your help.

Antony

This is a serious problem...I just found an Airbnb booking made 16 hours ago that has 2 "linked" guests on it and the trigger didn't run to send my renter agreement/guest contact info template because it "Did Not Send" and when I hover on that note it says "This trigger wasn't sent when this booking was created at May 30, 2024 5:33 AM because: No Airbnb thread found for this contact."  I had to preview the message and copy and paste it and send it manually to the guest.  This defeats the entire purpose of having templates and triggers and brings into question the reliability of the system.  I am now having to monitor everything closely to make sure messages are being sent.

Please write in to the Helpdesk with specifics so we can investigate.

I contacted support and sent screen shots and details earlier today.  No response yet.