@MiCasaRentals0 @Sarah977 @Mark116
I really wish we had a “How to Deal With CS” guide for hosts.
I haven’t done it so I can’t base my recommendations on anything more than what I have read here together with years of dealing with all manner of minor officials around the world.
FIRST: Be polite. Obsequious even, if it doesn’t sound too phony or make you gag.
”Oh, thank you so much for answering my call!” (Do not mention that you were on hold for an hour.)
” I hope you can help me! I just don’t know what to do.”
Remember that they have a script they must follow. Be patient. Act grateful even when you know your problems were caused by someone else’s incompetence.
SECOND: Be prepared. Outline your complaint and your preferred outcome BEFORE you call or chat online.
Have a fall-back position.
”OK, thanks for explaining that. I understand that Airbnb would like to refund the guest 100% because they heard an odd noise outside and felt unsafe, but they did stay for three more days so wouldn’t a 10% refund be more appropriate?”
THIRD: Keep it very, very simple.
They have heard so many sob stories they can no longer concentrate.
If they want to know that the broken recliner belonged to your dear departed mother in law’s second cousin they will ask.
All they need to know is someone jumped on the footrest until the steel bars bent and broke. It can’t be fixed.
A new one costs $900 but you think that $200 would be fair, considering depreciation.
Be aware that they get paid on a piecework basis. If they can settle your case in 5 minutes they win.
If it looks like it will take hours it may go directly into the circular file.
FOUR: Have your evidence handy.
Pictures. Messages through the Airbnb platform. Doorbell camera footage.
FIVE: Be aware of Airbnb rules and policy, and be prepared to cite appropriate sections. (Humbly.)
SIX: Be aware that many CS agents are poorly trained, inexperienced, mistreated and are doing a really unpleasant job because they have no other options.
DO NOT remind them of this.
They don’t work for Airbnb and they probably don’t like the corporation any more than you do. You need to try to form an alliance with CS rather than treating them as the enemy.