Elevate Feature Issue

[Michael6575]

I have a lake house literally next to the water on a lake.  There is a feature through “Elevate” that lists it a 12 minute walk to the lake which is completely inaccurate and a major deterrent for someone looking to book a lake side house. For 5 months I have been dealing with customer support and they have not fixed it and driving me in circles with no resolution. I tried to remove it myself but it shows a status of pending review to remove. When I go over this with a senior case manager they tell me the same thing that they are submitting the problem to fix to their “team” and it will take 3 weeks to solve meanwhile it’s 5 months later and the problem still remains. I find it extremely disturbing and beyond frustrating that they can’t remove this feature.

My question is who is above a senior case manager to escalate this to? I’ve tried to speak their superior but they tell me they are the highest level to solve this problem. I don’t know what else to do or how to get this feature off my site? Does anyone know how to contact a superior of a senior case manager? Or who to file a complaint with as host against the senior case managers for not resolving this issue after 5 months and running me in circles? I am beyond frustrated. 

 

 

[Joan2709]

@Michael6575 

Multiple other Hosts reporting the same issue...

@Rebecca @Bhumika  can you forward this to the appropriate team at Airbnb? 

[Rebecca]

Hello @Joan2709 

Of course, thanks for the heads up! @Michael6575, just to confirm, I've shared this with the Airbnb team. 😊

[Michael6575]

Hello Rebecca thanks for your interest in this matter and for passing this on to the Air BnB team. I am not sure what team you shared it with but the AirBnB “team” has been informed of this issue numerous times for over 5 months. I have been through many “senior case managers” that resolved ZERO other than waste my time with empty promises. I was hoping to find out who is in charge of the senior case managers so that someone is held accountable to finally rectifying this matter.