Airbnb - lack of support and poor customer service

[Barbara1273]

i am concerned by the lack of support from airbnb to superhosts who have reason to complain. An airbnb employee was completely incompetent and dealt with my complaint in an unsatisfactory manner and no other person has been able to pick this up and sort out after I have made numerous calls requesting some help and assistance and it is now almost 4 weeks later.  I provided requested information that was simply ignored. How can this be fair and ok and then told my case was closed!  I am beyond upset that I have been treated this way.  I really dont know what is happening with airbnb anymore.

[Emilie]

Sorry to hear you've not been able to get the help you needed, @Barbara1273.

I have checked in on my end and the team has confirmed to me that your request was in progress, and that someone will follow-up with you as soon as possible. I hope it all gets resolved very soon!

[Barbara1273]

Hi @Emilie Thank you for your reply to my post. It has been almost 5 weeks now and nobody from airbnb has given me the coutesy of a response - they just keep telling me the same thing as ypurself that it is in progress . Best wishes Barbara 

[Mike-And-Jane0]

@Barbara1273 what issue are you having? It may be that it is just one that Airbnb won't deal with (such s a revenge review) hence their prevarication. Alternatively a more public approach and/or threats of court action might get some movement.

[Tiana1010]

I have been a bit shocked by the customer service at Airbnb too. Very slow to reply or make changes that have been requested. Dreading how it will be if there is a major problem.

[Barbara1273]

Yes that is one of my worries too especially as I am hoping to bring on board a further 3 properties shortly.

[Barbara1273]

Thank you for your comments. I was asked to provide a receipt for a damaged table which I provided both the the initial purchase receipt and also the replacement receipt. The agent said that I had not provided this and proceeded to close my case. I had also proven that I paid for a 5 hour clean instead of the usual 2 hours - I provided photographs from a video and proof from my bank for the additional cleaning. In response to this the agent sent me information on the enhanced cleaning policy for which I am already registered (I am complimented by the majority of my guests as per my 200 plus reviews)  and she refused to take into account that this was not a normal clean as my house was completely and disrespectfully trashed by the guest. I have continually phoned the helpline asking for someone to deal with this and I am always promised that somebody will be in touch. I am still waiting patiently.  My preference would not be to go down a legal route but for a senior airbnb member to deal with this appropriately.