Is anyone else frustrated with customer support?

[Workers0]

I’m dismayed as both a host and guest at the last year of support, or lack of support from Airbnb. A as guest I was stranded in a city overnight with no property. Airbnb offered me $60 reimbursement. As a host, they’ve threatened me with suspension because one customer left a one star review yet I have over 600 five star reviews. Anyone else feeling as if this system has just gotten too big? 

[Danlee1]

Yes, sadly after hosting for 12 years, I have noticed such a huge negative decline in Customer Service (and Airbnb in general) over the last year. It is not what it once was and, I believe, it has gotten too big to ever be the lovely unique business that it once was. 😔

[Alicia753]

Hi @Workers0  hope all is well. Dealing with a threat of suspension from Airbnb as a host can be a stressful situation, especially if it's due to a single negative review amidst a history of positive feedback. Here are steps you can take to address these kinds of issues. 

1. Contact Airbnb Support: Reach out to Airbnb through their official support channels. Explain your situation clearly and concisely. Highlight your positive track record as a host and your commitment to providing excellent service. 

2. Appeal the Listing Suspension: Provide any relevant information that may explain or mitigate the circumstances of the negative review. It may help as well if you explain that the feedback/review from your guest has been addressed accordingly.

3. Respond to the Negative Review: If Airbnb's platform allows, respond to the negative review professionally and calmly. Acknowledge the guest's feedback and explain any measures you've taken or will take to address their concerns. This shows future guests (and Airbnb) that you are proactive and responsive to feedback. Remember, it's important to address the issue promptly and professionally, as your response can significantly impact the outcome. 

[Workers0]

How do you think I got here? Done and done. Nothing. No changes. But this isn’t an isolated incident. Airbnb left me stranded for a night in Vancouver without the option to get into the property. Airbnb’s service has become more and more difficult to work with. I just don’t think they care anymore and follow robotic policies that don’t fit every situation.