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