Faster access to customer service

[Lizzie]

Hello everyone,

I hope you are having a good day.

We know from conversations here in the CC that reaching customer service can be challenging. Therefore, I am happy to let you know that we have made two updates to our app to make it easier to get support.

During an active trip when you’re faced with urgent situations (48 hours before a reservation, during a reservation, and 48 hours after guests check out) you will now be able to access contact information quickly—just open the app, go to “Profile”, tap “Help & Support”, and then tap “Contact Us”.

The second update gives you easy access to our Customer Experience Team, but this update can be used at any time, not just during an active trip. This feature allows you to send a message to an Airbnb Customer Experience team member directly in the app, just like you do to guests, and you can receive real-time push notifications when there’s a response, instead of having to call or send an email. This feature is currently available for English language beta testers, with plans to expand access to customers across all languages in the near future.

To find out more, take a look at our blog article.

What do you think about these updates? We’d love to hear your thoughts!

Thanks,

Lizzie

[Kathleen165]

I posted a few minutes ago. What I wanted to say is that super hosts should not lose their super host status if they provide documentation showing an emergency situation. I.e.: burst pipes, heart surgery etc.

[Lizzie]

Hello @Kathleen165,

Lovely to meet you and thanks for your thoughtful and positve comments, it is really fantastic to hear. 🙂

In terms of your suggestion, I agree these things can certainly happen, completely out of the blue. I believe though in situations like this it likely to be covered under Airbnb's Extenuating Circumstances Policy. If this were to happen in the future, I would recommend contacting the Support Team as soon as possible to explain the situation. 

Thanks again for your comments, I will pass them over to the team. 

I hope to speak with you again.

Lizzie

[Cynthia129]

I lost my super host status for a burst pipe. I was told I could submit a bill for the pipe repair, but by the time I hunted down the plumber ( a neighbor who works cheaply, but for cash) and beg a receipt I was told it was too late. 

Oh well, I personally know in my heart that I am a SUPER HOST so whatever. 

Cynthia

Raleigh NC

two units, one more coming soon

air bnb host for almost 6 years...

[Maria758]

Hello @Cynthia129,

I'm sorry to hear of your experience.  

Luckily, you still have a chance to obtain your Superhost status again!  Evaluations occur every three months!  Here's some more details: Superhost Terms  (https://www.airbnb.com/superhost/terms).  

I know you've already received this status before, but here's a few great articles, on how to become a Superhost, you might find additonally useful.

https://www.airbnb.com/superhost

http://blog.atairbnb.com/getting-positive-reviews/ 

Also, don't forget to track your progress in the Superhost section of your dashboard.

Finally, you may want to consider posting your story and concerns on these additional boards available in the Community Forum, including the Host Circle where discussions are private to Airbnb Hosts and won't appear in search engine (Google, etc.) results.

Here are the links:

Airbnb Help Center:  https://www.airbnb.com/hosting/help

Airbnb Help Board:  https://community.withairbnb.com/t5/Help/bd-p/Community-Help-EN

Airbnb Host Circle:  https://community.withairbnb.com/t5/Host-Circle/Welcome-to-Host-Circle/m-p/267704#M2077

In the meantime, I hope this is helpful.

Happy Hosting!

Izzie, Co-Host

LOV Puerto Rico

[Christine1]

Hello  Izzie!

Lovely to see such a positive and informative post. Now lots of Hosts can follow those excellent links as well.

The more we know, the more we know. 

Best regards. Christine.

[William-C0]

This new improvement is absolutely essential. Last January I had to cancel last minute on a guest in a Brazil property due to urgent hospitalization on my mother who passed away shortly to after. It took all family members to help manage things thus unable to fill in to host. 

I was was disappointed at guest who did not acknowledge 

[William-C0]

...who did not acknowledge the situation, send condolence, and seemed to think I made up the urgency to get out of a commitment. 

But it even more important, I was never able to succeed in getting hold of Airbnb customer service to correct the record and eliminate the multiple threats to de-list my property due to this one cancellation. Everything else has been 100%. 

[Lizzie]

Thanks @William-C0 for sharing this. I am very sorry to hear about your mother, that must have been are really hard time for you and your family. I hope you are OK.

It is great to hear you are pleased by this update. 

Thanks again and speak to you soon.

Lizzie

[Robert524]

This sounds like a good idea, but it would be helpful of you included a link to your app. as I have no idea how to access it.

Kind regards

Robert ***, Sotogrande, Spain

[Lizzie]

Hello @Robert524,

Aw the Airbnb app is something you need to download on your phone or tablet. Here is a link to an Airbnb page regarding mobile, however you can go to your phone's store (depending on what make of phone you have) and then download it. You can then use the same login details as you would use for desktop.

I hope this helps.

Lizzie

[Jodi18]

Apple iTunes App Store: https://www.apple.com/ios/app-store/

Google Play Store: https://play.google.com/store/apps/details?id=com.airbnb.android&hl=en

[Cathy8]

@Lizzie thanks for listening! I've asked for this for three years and finally it's here. Super pleased!

Cathy

[Lizzie]

Fantastic to hear @Cathy8 and it is lovely to speak with you. I hope you are well.  🙂

[Marianne93]

Not only access but respond would be great. I might send out a question but nothing comes back.

You did send money from a particular home to the wrong account  (just an Example)

Now I have bookings for April and July. 2019.  what can I do with this, as a lot of European like to

make reservation way a head of your calendar opening? They have fixed holidays as the kids are

in school and there is no mystery, what time they can fly in for vacation. Please consider, that we

need here open calendar for 2 YEARS. one year is not good enough.

I would love to be always when I log in at my Dashboard. This would be a real relief to work

fast and easy, also from the phone. 

Why we can not add our stipulations. I would love to have all customers paying me 45 days in advance.

This is a rule and regulation in Vacation Rental in SWFL since more than 10 years. And you never give the

whole money back, you keep  $60-100 for your administration fees. And the canceling is prorated. That

keeps people from booking then run away if the money gets's short. The money trigger is the only way

to teach our clients. Not nice but after 10-year experience still the most successful way.

Marianne

[Kristine45]

I think this is really great..HOWEVER you have yet to enable push notifications on desktop!  Kind of tired of having to be tethered to my phone while guests have a conversation with me.  I have to keep refreshing my inbox!  Really...don't forget about desktop.  We use it!!