Hi fellow hosts!
I literally drove up to San Francisco this weekend to the headquarters because I am half the time so stressed out and am having multiple issues that are going unresolved going on week 3!?
Let’s have a conversation about bugs, in many forms…shall we? 😉
First, there are numerous bugs on the new app, I can no longer send money thru the resolution center without getting a notification that it is being “reviewed” (which goes nowhere and the money doesn’t get sent);
I can no longer alter a reservation without assistance and unfortunately, I don’t think they are giving the same powers to some of the offshore customer service agents because things don’t get resolved and some of my cases have been being “reviewed”, by “Embassadors”, for over 3 weeks (huh?) I think it would be great and ease all of our minds as hosts when we have cancellations and difficult things that they have a Of 14 days to get a final result so that we aren’t left thinking things will never get resolved.
Please don’t get me wrong, every associate is so brilliant, globally from country to country - it blows my mind, and the kindness all over the world is exciting and wonderful, to me. But, if I don’t get anyone in the US when things are really dire like this, I sometimes notice that things just don’t get resolved at all. Recently, one of the customer service agents was obviously not within the US and is it several times during the call they were just afraid to lose their job and they could do nothing on my case.
Everyone just “ updates “ and it goes into Oblivion. Unresolved.
I literally don’t know what to do. I have bills to pay and I’m waiting for a hopeful reversal on i’m mistaken cancellation I came out of dishonesty by the guest, which I’ve more than reasonably approved. I know what the policies are and if I had remedied their issue, right away (which I of course did, I apaprently live for my job, it should not have affected a six month booking that turned into only 8 days. I spent $5000 setting up this Airbnb come on usually but specifically for this guest and as we were just about to maybe take the unit, their six month booking was a wonderful arrow telling us yes! I was relying on at least a 30 day booking, if not the 6 months.
I’m horrified, I’ve lost my voice, I’ve gone to the headquarters- yet,
still, all of my message strings are closed out and no one‘s getting back to me. It feels like there’s a huge change with an Airbnb and I’m sorely disappointed.
I’m going to start taking reservations elsewhere as I’m not able to rely on their policies, nobody’s really there or can’t seek to resolve anything so I’m not sure what I am still doing here .
