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Hi everyone,

 

I’m thrilled to be sharing this Host Update with you, which has exciting news about how we’re up-leveling our Community Support team and policies. 

 

Some of the top concerns you’ve shared over the past year include having difficulty reaching an Airbnb Support Ambassador, and then not receiving a tailored response to your individual situation or the follow through you needed.

 

Because of your feedback, our Head of Global Operations, Tara Bunch, and VP of Community Support, Brent Potts, are rolling out major improvements to Community Support and significantly increasing the size of our support team around the world. This will ensure that we can respond to your situation quickly and thoroughly. 

 

We’re focusing on more personalized and empathetic responses to the experiences you report to us. This is so important. Every circumstance is different, and the team is going to work with you to better understand what you’re facing and then resolve it. We’re also simplifying Host and guest policies to better manage your expectations, and offering personalized “Smart Solutions” in the Help Center. 

 

And starting in North America on September 30, 2021, we’re rolling out Dedicated Superhost Support. This program will continue rolling out globally throughout 2021 and will offer you exclusive access to tenured Support Ambassadors who can handle situations efficiently. 

 

As always, thank you for sharing the topics that matter to you.

 

I’ll be in touch again soon with more news! 

 

All my best,

Catherine

124 Replies

Re: Catherine’s Host Update: Upgrades to Community Support

in
London, United Kingdom
Level 2

My experience is that if you ask Airbnb a question they don't like, they just don't answer.  Good luck! 

Re: Catherine’s Host Update: Upgrades to Community Support

in
London, United Kingdom
Level 2

Hi @Catherine-Powell , I've just come across this post and I see it was posted in May of this year.  I can honestly say that I have seen no evidence of  "more personalized and empathetic responses to the experiences" from Airbnb.  In fact I can safely say I've been receiving completely the opposite in the last two weeks since courtesy of Airbnb, a drug gang moved into my property and I had to get police to remove them.  I'm now trying to deal with the fall out. And if the gang  wasn't terrifying or  bad enough - I mean  How did known criminals get through Airbnb's vetting proceedures in the first place - the dealing with Airbng is the equivalent of havinbg salt rubbed into an already raw wound. I'm not sure there's any point listing my very long list of grievances with Airbnb here.  Its long and tedious and reads like a "how to deliver appalling customer service" manual.  I have been trying to submit a formal complaint to Airbnb but even that's impossible.  Any respectable corporate would have a complaints procedure in place. But not Airbnb it seems.  If you ask anyone on the phone or email, they can't answer whether there even is one let alone where I might find that.  I've also been asking for the finer details of their insurance policy.  Yes the one that Airbnb boast is $1000000 but actually what you find is that there are limits and caps all over the place and I suspect it's going to end up being somewhat redundant.  Then there are the lost bookings as a result which I was confidently told would be reimbursed but now when I go to get that reimbursement, there is no one who is actually dealing with this.   I've been told things are difficult but because there are alot of different departments involved.  Fine - so surely what is needed is one point of contact for hosts in my situation and that one point of contact will then liaise internally with all the different Airbnb departments involved - in my case, cleaning, damage, security and more! But no such luck.  No such logic.  Just endless fobbing off and never being able to speak to the same person twice. I'm so disgusted with Airbnb's irresponsible attitude towards the safety of their hosts and guests that I am recommending to the London Council that Airbnb lose their license to operate in our city.  There are plenty of other avenues now to book through and Airbnb just isn't safe any more. 

Re: Catherine’s Host Update: Upgrades to Community Support

in
Redondo Beach, CA
Level 4

Can you sue them? 
I asked for an address to file a formal demand and after few weeks and numerous attempts to get the contact info for formal complaints I received this address: 

*personal information hidden*

 

good luck !!!

 

sincerely,

 

Mariya   

MW

Re: Catherine’s Host Update: Upgrades to Community Support

in
Tucson, AZ
Level 2

Hello, I just wanted to add my 2 cents. Having been a host since the beginning of the Airbnb phenomenon I can say that my experience with customer support has gone from unbelievably awesome to unbelievably horrible. I'm very glad to hear that changes are coming but please don't over sell and under deliver. The biggest problem is that customer service uses a cut and paste response to every question. If you are calling with an issue, more than likely you need help because a stock answer online doesn't fit. It's incredibly frustrating to explain over and over and over again a problem only to receive the same non answer or the most useless suggestion imaginable. Respectfully, I would suggest bringing back the customer service center to the mainland. Many times the problem is communication. The support center doesn't seem to fully comprehend the issues involves. Looking forward to some meaningful host support. Seriously, these are our homes. Not all of us are land agents. Thanks, Addison

Re: Catherine’s Host Update: Upgrades to Community Support

in
Sayulita, Mexico
Level 10

@Catherine-Powell  And here we are, almost 6 months after this announcement you were "thrilled" to make and Airbnb customer support is even more abyssmal than it already was. Outsourced, poorly trained reps who don't seem able to comprehend simple issues, users wait days to get any sort of response, and months to get cases resolved, reps give out terrible advice and incorrect information and some are downright rude, and host' listings get suspended for any lie a guest comes up with.

 

 

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