@Morgan19 I want to help you. I am the BIGGEST fan of the Airbnb Customer Support System. They have the best customer phone support out of 100 companies that I have personally had to call for this year 2016! I bought a brand new Whirlpool fridge in May 2016 that cost me $2600. It broke down 82 days later, losing over $200 in groceries. Has Whirlpool bothered to follow up on any of my 8 letters, 22 emails, 19 phone calls!>!?!? ABSOLUTELEY NOT. They dont' care. But I can tell you that Airbnb absolutely does care. I have had a few issues with guests and the individual reps I turned to on ABB phone support were incredibly supportive, helpful, kind and offered me several options/advice on how to get past a terrible situation that involved the guests being told to leave.
Here's a suggestion I would like to offer you. Did you know that on each booking you can click onto your account, click on booking prior to check in, during the booking, and after the booking, you can choose REPORT A PROBLEM. Itsa great feature and I have used it a few times. I have had things resolved within minutes, hours or sometimes within 24 hours. But I promise you, they have resolved it for me to where I was breathing easy. Please know that not everyone is perfect, and I have had 1 or 2 reps that didn't know as much as I knew about Airbnb, its policies, its procedures, or even about the Community Center, but I have found I just need to be more patient. But the other 99% of the staff that I have spoken to were A M A Z I N G! (as a matter of fact, I received the most beautiful gift yesterday from the manager of the Florida team and her staff who truly value everything I do for the guests in my home) - (they said I was the first host to ever send them something to Airbnb in the mail to show my appreciation for them)
Im offended by this other host abusive words in his post and have actually flagged it. We don't need to see things like that about the very company that allows so many of us to follow our dreams of running a Bed and Breakfast like I have been currently doing for the last 14 months. I have been a Superhost for the last 12 consecutive months since I was able to qualify, but even I had to learn a bit about hosting through Airbnb phone reps, and have also found that many hosts on this CC forum were helpful, kind and patient, and for those few moments that I needed the expertise of an Airbnb rep, the folks there were simply INCREDIBLE.
Definitely use the REPORT A PROBLEM link in your ABB account if you ever need help....its quite affective. Hope I've helped you.
If you feel that me or another host have helped you, feel free to click on the "thumbs up" button at the end of any post. Thank you so much.
Aloha, Momi
Great way to contact Airbnb or via Twitter at AirbnbHelp / Facebook