Complaints about Airbnb Service levels

[Escape-To-St-Ives0]

Hi

I am trying to raise a complaint about my account manager but Airbnb Service Teams simply ignore my requests.  I have called, used chat and sent emails - all without result.

Has anyone here ever managed to get a senior Manager to discuss anything?  

[Mike-And-Jane0]

@Escape-To-St-Ives0 You have an account manager?  Normal hosts cannot get to talk to senior managers and it appears the same applies to those with account managers.

What does your account manager do (or not do) for you.

[Escape-To-St-Ives0]

The account manager seems to spend his time ignoring us - I am not sure what he does.

[Mike-And-Jane0]

@Escape-To-St-Ives0 Perhps your expectations are too high. Airbnb do an excellent job marketing properties,  getting us guests, and collecting their money. Our expectations beyond that are very low - In fact we would prefer to be left alone as it appears interacting with Customer Services is dangerous and appears to lead to listings being suspended.

Perhaps being ignored is not such a bad thing.....

[Escape-To-St-Ives0]

I do not think is too much to expect competency and the courtesy of a reply.  As for marketing....thankfully Airbnb provides a small percentage of our business; their share has fallen by 50% in a year and they seem to be failing in even this basic part of the job.

[Wayne411]

@Mike-And-Jane0    we have had a serious safety issue for almost 3 weeks. Space closed down, numerous bookings lost.  - days lots with "Support", just generic messages, we are looking into it, but no outcome? 

[Mike-And-Jane0]

@Wayne411 Can you give more details of your experience? I see your listing has been suspended.  I have been sending @Catherine-Powell  examples of Superhosts who have been suspended (often without explanation) to demonstrate the issue with Customer Support and how it is, in some cases, ruining people's livelihood. The concept of innocent until proven guilty does not exist in Airbnb land.

[Wayne411]

Sorry - over a month and the same automated messages and requests for information that is never acted on?

Property frozen.

$10,000 of damages about 6 guests that airbnb support dumped without finding alternative accommodations. 

No response from Health or Safety?

still the same or similar situation.  fake airbnb profiles, property damages, etc

- it has been over a month now.  property shut down. handball from call centre to call centre no outcomes?

They charge for a service and mislead and compound problems.

Where is the ACCC?