Airbnb lying about solving hosts' problems

[Marie-L249]

So, I wrote a message about how frustrated I was about the horrific customer service that I was getting from Airbnb and then Airbnb put a check mark on the post and next to it they wrote that the issue was "resolved." Does Airbnb lie like that all the time to make people think that the problems that we are complaining about are resolved? My problem wasn't resolved. I didn't hear from Airbnb since their last 2 customer service agents sent me messages telling me that they are going on vacation. This is now almost 2 months.  The problem wasn't resolved. I just got tired of trying to get Airbnb to treat its hosts decently. 

My problem was that a guest who trashed my place left a review where she HERSELF WROTE on in the airbnb review that she came to my place and chose to "DELIBERATELY"  break the rules. First Airbnb did nothing about this guest saying she intended ("deliberately") to brake my rules, nor did they do anything about the fact that she trashed my place, but the worst is they allowed her review to stay up even though she herself admitted what she did in the review.  Now Airbnb is lying and claiming that the problem was resolved when it in fact isn't and nothing was done to resolve it.

[Elaine701]

@Marie-L249 

Airbnb typically doesn't "resolve" issues of guest violations of house rules or trashing of the premises. That's >your< problem. 

If you're lucky, and you can prove actual damage (e.g., something visibly broken as a result of guest behaviour or negligence) then they sometimes will offer some compensation, but usually only if the guest admits it and agrees to pay, and only if the claim is fully completed (with all evidence, repair receipts, etc) before the next guest checks in (which could be hours). 

The other flaw in that system is that if you make a claim, it's almost inevitable that the guest will write a "retaliatory review", which affects your ratings, and cannot be removed, even if it's completely fabricated nonsense. And regardless of what people say, ratings are important. 

So, we've resolved to a strategy of "prevention". We vet guests extensively when they have no profile, no reviews, no history, and especially when their inquiries seem a bit "off". Sometimes we'll demand a (real) security deposit. This usually scares off the riskiest guests, although there are rare occasions when they make it through the gauntlet. Then we just have to chalk it up to another "educational" experience and move on. 

Otherwise, we never ask or expect Airbnb to "resolve" anything. It's usually just a frustrating exercise in futility. I have more important things to worry about. 

[Robin4]

@Marie-L249 

As far as Airbnb are concerned, the issue was resolved!

From your perspective, a satisfactory outcome to your issue is of no relevance to Airbnb, the only thing that matters to them is the procedure involved!

You missed a response deadline, possibly through frustration........You said yourself 'I just got tired of trying to get Airbnb to treat its hosts decently.' 

Some part of their correspondence gave you a certain time-frame in which to respond, and you missed that deadline.....problem solved!

What the CX rep said to you would have been something like this......"Thank you for your patience as I work on your concern. I appreciate your understanding. I hope you're happy with how I've handled your concern.  Unfortunately I will be absent from the office on leave for the next few weeks, but  If any other questions arise, please feel free to contact us or visit https://www.airbnb.com/help/home  for FAQ's and some helpful tips.

There would have been a time-frame attached to that, and when you didn't respond in that time-frame CX would have closed the ticket and assumed you no longer required help and were more than happy with the nonsensical meanderings of Airbnb customer support. 

Marie, Airbnb are not there to save you, they are there to limit their liability to problems, and they are past masters at getting you running around in circles.

Cheers.........Rob 

[Alexandra316]

@Marie-L249 I'm guessing you mean here on the community centre, one of the other host member's posts was marked as being most helpful, so it was marked as resolved. You would have checked this box yourself, I'm guessing in error. You can ask the mods on here to remove it if it's bothering you or you don't feel it's accurate. It has no effect on any open cases you may have with Airbnb customer service: this is just a discussion forum. 

@Nick @Liv