@Airbnb @Anonymous You are spot on. I have a suggestion for Airbnb Customer support....take about 20 super host those of us on here that know the platform, are hosts and understand what the hosts in need is really talking about in their claim and direct those CS superhost to help for a couple weeks....compare satisfaction with those knowing the platform and the nuances involved in hosting against what is the typical CS we keep reading about. I feel sure it would prove a very valuable onsite for Airbnb and where they must focus their attention.
It's been a long time since I needed assistance...and my memory reads exactly like what is written these days ...CS apologies and says they will help....and then the emails begin. First is the CS help is off for 2 days and the next email comes days... multiple....later and another CS starts the claim again....oops ...they are on vacation immediately....and so it goes. This pass it on for time .. until suddenly the case is closed. No questions asked. Crazy way to do it. But this method is repeated time and time again.
If your Csupport teams could have half the skills that most hosts have and develop by hosting the customer support would be working productively.
There are those of us that will say: wanna get a big thing/ job done- hire Chic fil A and they will get it done quickly, with respect and grace- why? training and respectful employees.
Airbnbs top hosts are like those chic fil A employees, understand the platform, what's required and work to thrive.
This is my take on the bus C S struggle! I can give you a list of lots of hosts that understand...like Andrew, Ann, Sarah, Cathy, Christine,Lawrene, Till, Blanka and Silvia, Jessica and Henry, Rob, myself and many more.