We underwent a widely publicized Municipal Service delivery crisis in Johannesburg in the beginning of June 2021 and for 2 days had no water on tap, this while Load Shedding occurred equating in no electricity for approximately 2 hours per day during this period. The said crises lasted ~3 days and all problems seems to be resolved.
On occurrence we immediately reached out to Airbnb, this after receiving a cancellation from a guest with an Instant reservation due to the lack of services in Johannesburg and did so ONLY TO ADVISE the platform Administrators of the looming crises in Johannesburg Metropolitan District and Surrounding areas.
Then 12 DAYS later we received notice of Penalties accrued by us due to Cancelation by the Host after the Guest Cancelled the said INSTANT RESERVATION and after our urgent initial communiqué to inform Airbnb administrators regarding the above.
After a lengthy communiqué with Agents lasting 3 days undertaken to enlighten and to show Agents in their errs, we received another Airbnb Support message at 2:00am this morning and elaborate on this latest attack from Support below.
So with all the above mayhem in progress, a Portuguese speaking Airbnb guest totally lacking English communication skills also complained to Airbnb on the 2nd of June, this guest wrongly believed it was only our property lacking services and today nearly a MONTH LATER we are once again harassed by a Help Desk agent for the lack of amenities at our listings and seeking compensation for this complaining guest?
This leading to a question asked so many times during these trying times: Is Airbnb Client Support honestly expecting us to sway local Government decision re the Lack of Service Delivery in South Africa?
From the above we believe it is blatant that AirBnb Help Desk or Support is in disarray and the ignorant Administrators is out of control and totally unenlightened. Surely the late responses to urgent messages taking from 12 days and a Month is unacceptable in anybody’s terms and we further believe enlightenment lies with the ignorant so Support should be aware of these emergencies elsewhere in the world.
And then we wonder who will compensate us for the lengthy advise and enlightenment of believed to be incompetent and definitely unenlightened Support staff employed by the platform.
