Airbnb lack of costumer service after Covid.

[Leila312]

I have been an Airbnb host since almost the very beginning. I am proud to say that I always kept my superhost status but that was only result of my hard work and attention to detail. 

When I first joined Airbnb was great, I could feel the enthusiasm of the staff and always willing to go the extra mile to help you. Luckily I never needed help per say, but the couple of times I called due to a question, I was always welcome. At least I felt that way. 

Unfortunately Covid came and hit us all very hard. My line of work wasn’t primarily based on the Airbnb income so it didn’t affect me that much. 

But, in the other hand, Airbnb changed 100%. I believe that their modus operandi made a turn for the worse. Greed took over. 

I imagine that many key employees must have let go due to lack of business and of course when the situation finally changed, second hand staff was hired; which I completely understand. 

The good people who were let go was likely hired quickly by other companies. No mystery there. 

But now, us the superhosts as well as the guests are paying the price. The customer service quality is gone, they don’t even bother to pretend to be interested in our problem when we make the mistake of contacting them. 

I am seriously wonder if they have not outsourced them all together. The person answering the lines don’t have a clue what they are talking about it and they quickly transfer you around in hope of finding someone who knows something of the product. 

Bottom line, it’s sad, Airbnb was a great idea and an amazing platform who actually helped people. Now, they are just another greed corporation…

I am 100% sure my message won’t get anywhere, will likely be deleted by one of your new outsourced staff. I don’t expect much, just like I didn’t expect much when I naively contacted Airbnb with a mistake they had made in my account. Your staff never bothered to actually attempt to help but just pretend to do so which I am not thankful, I am actually disgusted.

The Airbnb fees is no longer transparent as before,  the quality of the customer service goes down, where else? We soon shall see. 

At least I know I did all the right thing, despite Airbnb managed to hide behind my profile all my excellent reviews. I know who I am, I am here to please my guests not the Airbnb staff. 

Sincerely, 

From a forever unhappy and disappointed  superhost 

Leila Berg 

p.s. please don’t bother to contact me with fake apologies as well as fake promises. I have better things to do, luckily. I would like to add that I am 100% sure that I was not the only one targeted by your computer glitch. I just pray that they don’t depend on Airbnb as their main source of income. 

[Mike-And-Jane0]

@Leila312 Trust me, no one from Airbnb will contact you. I assume you are leaving the platform?

[Leila312]

As soon as I finished my responsibilities towards my guests who have booked my place a year in advance

[Sarah977]

@Leila312  Not sure if you realize it, but this is just a  discussion forum for hosts and guests. Airbnb doesn't monitor this forum, nor reply. You are only addressing other hosts or guests here. Fine to vent here, many users do, but just be aware that you aren't talking to Airbnb.

Also, posts here don't get removed because they are critical of Airbnb. The forum moderators, who are not direct Airbnb employees, only remove posts or sections of posts which violate forum policy- profanity, personal attacks, discriminatory language, etc.

And yes, their customer service dept. might as well not exist. Airbnb should be ashamed to outsource CS to untrained, clueless, useless reps who give out erroneous info and  advice and aren't even conversant with Airbnb policies.

They are losing a lot of excellent, long time hosts because of this nonsense, but they don't seem to care. Instead, they solicit for "ambassadors" to sign up new, starry-eyed hosts who will be led to think that Airbnb is their supportive partner, until they will inevitably be hit with the ugly reality.

[Branka-and-Silvia0]

The last time I tried to phone Airbnb I could only speak with a machine ... for x press 1... for y press 2... and it leads nowhere

I miss CS Ireland and Berlin

[Leila312]

Unfortunately it’s really sad. They had a good plan, it was a good idea, but their greed will eventually destroy them and another platform will take place, using all their ideas…so silly and sad…

I miss Airbnb before Covid, way before. 

[Sarah977]

@Leila312  It is really sad. Especially since it doesn't have to be like that. But as they say, money corrupts.

People who started out with good ideas and intentions abandon their ethics when they have their eye on that 100 ft. yacht or vacation villa in southern France.