@Airbnb When we, Superhosts, contact Airbnb Host Support, we are looking for answers, solutions, reps who know and understand the Airbnb policy and will go to their supervisors if they don't know the answer or can't help with a solution to the issue. Instead they charge us with a violation to the policy, of which there is no policy.
The following was posted by Sarah977 in Sayulita, Mexico and couldn't more more true or on-point.
Doubling the size of an incompetent, ill-trained workforce simply means there will be twice as many incompetent, ill-trained workers, which is beneficial to whom, exactly? So we'll only have to wait half the time now to get poor service?
And while it's great that more languages will be supported in CS, are you planning to replace the current outsourced CS staff that deal with English speaking users, but whose spoken English can barely be understood, whose written communication reads like a bad Goggle translate, and who need an issue explained to them 5 times because they don't understand? All this only to not receive a resolution.
We are very seriously considering separating from Airbnb as hosts and guests.