YES!!!! The following is feedback I just submitted for my most recent issue:
I recently had an issue with the Airbnb app and an instant book guest. The instant book guest booked the room and added another guest to the reservation that was going to arrive within less than an hour of the booking. My policy due to an issue I had with another guest and is included in my instant booking rules, is to link additional guests via an Airbnb account, for my security if they are not a married couple. This has worked in the past, however, this time I was not able to see the additional guests information through the app (also reported as a bug) and due to the disrespectful responses and expectation of access for her guest without even confirmation of the reservation, I canceled the reservation. Since booking and cancellation were the same day, I had to call to cancel, was on hold for 20 minutes and then the call dropped. I called back and was on hold another 15 minutes. At first, the agent was very pleasant and seemingly helpful but then proceeded to misinform me that I was going to lose my superhost status and incur other penalties for cancelling the reservation, while also commenting that she had to call my guest, because they were now without accommodation, implying that I should have just let a complete and unverified stranger into my home? The next day, I did my own research on the cancellation policies and discovered that my calendar was still blocked from future reservations, when according to what I read, I was well within my right as a host to "cancel an instant booking that I am not comfortable with". When I called for further information and again explained the situation, I was told by the agent "you're going to have to deal with difficult guests" but did remove the penalties from my profile.
This is my only form of income at the moment but I do not and should not feel that I should let just anyone into my home, especially if they are disrespectful and lack the mindfullness of the fact that they are coming into someone's personal space. I have also called in the beginning for other glitches that I have come across with your software and app (After numerous attempts to "confirm my email address", I STILL have this notification on my dashboard). Again, I felt since your agent couldn't figure out what I was talking about, that I was dismissed and treated like I was the issue.
Although I am very grateful for the opportunity to connect with people, while also earning income this way, I feel the attitude of your agents should not be completely guest driven. This option wouldn't exist without hosts, right? This is my home and livelihood at the moment and I should not be asked to compromise common courtesy and respect from the people that visit. Would you allow it in your home?
I am sure your agents also get "bad hosts" as well, with ridiculous requests and demands. All I am asking is that your agents be properly trained for ALL situations and to stop making assumptions. Not only did the guest have to find other accommodation (there are other Airbnb's or hotels), I lost an entire weekend of income because of the situation. Who's going to make up for that? It would also be wonderful if you could fix the system issues I have mentioned, as none of this would have happened if it was working properly!
