@Anthony223
Gee Anthony you think support is bad because you can't get a revenge review removed and you have hosted over 1,000 guests! You just wait until something serious comes along, you will sure know about lack of support then!
I had a guest book and arrive for one evening! As soon as he entered he liked what he saw and wanted to extend his stay for another night using a voucher he had received for being mucked around on a previous stay. I told him he could not extend his current stay with a voucher, he could only use it for a new up-coming booking. I told him to contact Airbnb and see if they could help him.
A few hours went by and an IB (Instant Booking) came in for the next night from another guest! I went to the current guest and asked him if he had abandoned the idea of staying the extra night and he told me, it was all attended to, CX in Manila was extending his reservation. At that point I got a phone call from the CX person in Manila and he told me he was in the process of extending my existing guests booking when he noticed another booking slide in and grab the next night. He asked if I would let him cancel the IB and let that booking be relocated! I told CX I would not allow an existing reservation to be cancelled....Airbnb's policy is, first in gets the booking and that is that. CX assured me it would not be like that, the IB guest would be offered other accommodation with no out of pocket expenses, it would all be taken care of as a neutral cancellation so, I reluctantly agreed. CX told me he would keep me informed and the next morning phoned me and told me the IB booking had been relocated, all was taken care of and I was not to worry about it any further.....great.
6.00 pm that evening the IB booking walks around the corner looking for the accommodation he had booked the previous day. I stood there dumbfounded, here I was with two confirmed Airbnb guests on my property for the same evening. IB guest had a wife and two grizzly kids in the car and wouldn't take no for an answer. I got onto CX in Manila to explain my current situation and to find out what had happened, and I guess his mouth moved but, nothing coherent came out of it....at least not on my end of the phone. It was up to me to whip around the Airbnb hosts I have a liaison with in my area and I was able to relocate the IB guest to another local property.
It appeared CX just left a message on the IB guests phone and thought that was the end of the matter, problem solved.
*
Another guest wanted to book my property for the month of February next year and when they tried to book they got this message.
It took 4 hours, 31 messages, 3 CX support personnel and 4 special offers to sort that out so the guest could actually book my listing!
You are right to bring this up Anthony because remaining silent is an acceptance of a situation that is simply not good enough, and the more we can illustrate to the company that they are failing their users the more chance we can get the situation improved.
I have always been a loyal Airbnb host but, like many others my frustration with support is leading me to consider doing business off the platform, I don't want to do that but first and foremost I want to look professional in what I do...... and if the company is going to let me down, I will have to rethink my loyalty!
Anthony, I come back to my initial point, if all you have to worry about is the poor handling of a revenge review, wait till something serious comes along and you will know all about inadequate support then!
Cheers.......Rob