I have had a long standing issue with Airbnb. My listings are in London but never appear under a London search. The reason is simple. They are on the edge of London but the Airbnb map cuts off that bit of London. The listings appear as soon as the map is moved slightly but most prospective guests do not move the map! Most guests who are coming to London would simply do a London search!
So I spend a considerable amount of time explaining this to a support ambassador and it gets logged for further action. But then the problems arise. I get daily responses, usually from an unsigned support person and what I have discovered is that it is actually a different person each time. As a result the original explanations that I have given to the original person I spoke to get muddied along the way and soon I get the response that the support ambassador has been able to find the listings and the case is closed. Invariably I find it is because they have done a MAP search and not a LONDON search. So I then have to start all over again.
Two issues stand out.
1) The same person is not dealing with the case all the way so there is no continuity. I'm sure this is why the name of the support ambassador is not usually given. Previously if I had an issue the same person would see it through and that was far more satisfactory.
2)Airbnb is trying to close down it cases as soon as possible. So sometimes the host is not even given the option of keeping the case open but is faced with the message: "This case is closed. Still need help? Contact us". And so you have to start all over again.
This is part of the increasing de-personalisation of the service. I have been an Airbnb host for over 12 years. In the early days I was invited out to a meal in town compliments of Airbnb and to coffee at their London office. I can't imagine that happening now. Airbnb has become a money making machine and has lost its spirit along the way.
I would appreciate any suggestions as to how I might get my issue with the listings resolved.