@Toronto re. Host responds promptly to guests; airbnb takes 7+ days to respond to host
airbnb 7 day delay publishing a correction to a listing address that it required me to make:
(I just tried to start a conversation and airbnb's website erased my writing.
as I posted, I was instructed to pick a board: it rejected the post for that board, and erased my text. This wasted my time, and frustrated me. I feel like airbnb could do better and treating hosts and guests with respect )
I host in a city that licenses airbnb short term rentals, because has a shortage of affordable rental accommodation. I am renting my personal space on airbnb -- because I was cheated by the contractor i hired to make my home wheel chair accessible, and add a caregiver's suite. I happen to be working out of town, and by renting my space I can keep from losing my home to the high interest rates I am paying on the loan I took out; the money the contractor took .
Airbnb automatically blocked my listing when it got a notice from the city that my address did not match the one on file with my license. I needed to preface the address with the word "MAIN" to indicated that I was renting the MAIN floor. I corresponded with the city to confirm the issue, and sent a copy of the correspondence to airbnb. I also sent the license showing the way the address was to be listed exactly. Airbnb does not allow hosts to revise a listing that has pending reservations; this makes sense to me, so the airbnb support person reviewed the evidence, and checked with a supervisor before making the change to match my license.
When he was finished, and the change was saved, it did not update on the published listing. The airbnb staffer showed me the change was visible if I opened the listing address to edit it -- the word MAIN now precedes the street address. And he reassured me that the system would update the change shortly. That was almost eight days ago. Three days ago, I was told my listing correction was under review. By whom? By what process? Why?
I have inquired politely repeatedly. I re-sent the license and the correspondence with the city: I added screen shots showing the correction made when the edit tab opens the infomation boxes to list an address; the saved address not changed, I think there is a software bug, and today I reported it as a bug and requested a fix.
What I am troubled by is airbnb's response: which I find so slow as to be unbusiness-like, and possibly discriminatory.
The staff person I am dealing with wrote that the issue was under review but didn't say what was taking so long. We made a plan to speak: my hosting duties to my new guest went overtime; and now I cannot reach my airbnb support person. His out of office message tells me to call, if the matter is urgent. This will appear at the end of his work day, if he does not resolve the matter again today.
Last night I called and I felt belittled, and patronized in the process. I did not feel like this was a business relationship or that I was a respected partner. I felt lesser-than.
Why, did the call take that tone?
Has anyone else felt that they had to tip toe around airbnb staff in order to be heard? Does airbnb's non-descrimination policy include how airbnb staff treat hosts and guests?
And Why is it taking so long for airbnb to post a correction it both asked me to make, and that a staff person reviewed with a supervisor, before making it for me?
Airbnb employs people in international call centers in places that do not offer the same gender protections that I take for granted. This is good, but airbnb has a duty to undertake the deep and hard work necessary to affirm equality rights. It needs to protect hosts and guests from gender discrimination; and it needs to make sure that its American corporate culture trusts and empowers its staff where ever they work in the world to make decisions, and not patronize them.
There should a corporate channel for hosts and guests to raise issues of discrimination, and of unbusinesslike conduct.
I wonder if airbnb mistakes automation for efficiency. It suspended my short-term listing, pending a revision of the address. I called in to make the change. I've been waiting for airbnb for 8 days to publish the correction. This is bad business: neither one of us is making money from my listing; it's a breach of trust: airbnb sets high standards for hosts and guests, and not for itself. It among other things, judges us on how quickly we respond to our guests needs -- because that is good for business. How then are hosts not also entitled to a quick response from airbnb?
I like airbnb: I love hosting people. I feel like this is beside the point for airbnb. I and my guests are just being exploited.
Airbnb could improve a lot if it emphasized to its staff that they are in service to hosts and guests.
