I am a host since 2013. During this time, I have witnessed a steady decline in the quality of Airbnb's support desk performance, that became more and more automated and robotic, and increasingly providing irrelevant answers to the issues.
But nowadays, helpdesk reached rock bottom.
I have opened 3 tickets since late September and ALL of them were answered with the infamous "Thanks for reaching out to us regarding this issue. I'm forwarding your inquiry to a member of our team who can better assist you. They'll be getting in touch with you soon". Which is another way of saying in a professional language that "I have no idea how to solve your issue and your time is up and have to move to the next customer. So long, good luck and dont expect anyone to contact you about your issue"
The "soon" they mention actually means "never". Taking into consideration that at least in my case, I wait for more than 2 months for that "member of our team who can better serve you", and of course noone ever responded ever since...
Good job Airbnb..thank you for such a great support to your hosts.
Oh and btw, as a supershost I m supposed to get priority in the support desk...