No Response

[Tracy405]

Has anyone else had a difficult time getting anyone that can help with reservation or  listing issues to respond? I’ve sent messages and receive a “Someone will get back to you” and nada. 
Three weeks ago our listing description was changed I called was on hold for 2 hours. Was told since since I opened a online inquiry I would receive a response thru the messaging , still nothing.

Today we have a reservation they have 2 “extra” people not registered on the reservation, sent a message pointing this out and a resolution request for $ for extra guests. Guest is ignoring both. Sent a message asking Airbnb to help, received, “Someone will get back with you”, 7 hours later, nada! 

[Sarah977]

@Tracy405  Yes, CS seems to be suffering from the firing of 1900 employees a couple weeks ago. Maybe try them through their Twitter account, it's said to get better results.

In the meantime, I'd message these guests again, telling them that if they don't respond to the request for the extra guest fee, you'll unfortunately have to cancel their reservation. That might put a fire under their butts. And some guests simply don't have their notifications turned on- you could try texting them to say you've sent them a message they need to respond to ASAP, so to please check their Airbnb Inbox.

And if you have IB on, I'd turn it off. With CS difficult to contact, the more control you have over bookings, the better.

[Tracy405]

My co host got the guest to respond to a text, they said they didn’t get the request for $ so we cancelled and resent it, still no response. 

[Debra300]

@Tracy405,

What I am about to suggest may be harsh, but when I see stories like your, I get upset with people trying to take advantage of others.  I agree with @Sarah977, that some guests may have their alerts turned off, although you didn't state it, but you probably also tried to contact the guests on their phone.

I have a door lock with wireless remote control capabilities, If this happened to me (and it probably will), I would have taken the similar steps as you did, and added in my messages to the guest that I believe that the door lock is offline (after I disabled their door code), and they should contact me or my property manager directly when they want to re-enter the space.

[Tracy405]

I like that idea! Thank you!