I agree w this and they often ask me questions they should be asking airbnb but they say they can't contact Airbnb. If we don't know the answers how can we answer. On top of that, Airbnb now has people who seem to speak English, but don't really understand what you are saying. So, the contents of their response in my experience always has nothing to do w the question. They also haven't been trained so they have no idea what's happening w the company. One lady a "CX Specialist" told me she didn't know anything about any changes to the way "Super Hosts" would be rated. See below. I feel hosts and guests are being manipulated into booking too quicking when just replying and talking would be a better option to start. I personally would like to know if they have read my listing and understand our rules and policies. After I begin hosting them, I find out most haven't. They even sign contracts w/o reading them. When you have a chance to ask them if they have read the listing, then they want to know why you want to know and it's gets a conversation going which I feel is good to see if it's a good fit for both parties.
*CS-Good day! This is Lady, a CX Specialist of Airbnb, we wanted to thank you for having the time to speak with me today. I'm glad we were able to get things sorted out. I want to personally thank you for your commitment to Airbnb I hope this message finds you well and my information was beneficial to you. In the event that you have any further questions, comments, or concerns, you can reach us anytime, 24 hours a day, by calling us at either: 1-415-800-5959, or: 1-855-424-7262
Additionally, we always have our help center where many of our users can find the answers to their questions I've included a link to that below. www.airbnb.com/help
*Me-Hi Lady,
The new criteria for being a Super Host is no good. It's cruel to us who have been Super Hosts for years and gives too much power to guests who may not have honest intentions. I will have to focus on other things, will have to spend more time vetting guests, and will have to decline more guests. Airbnb will lose money because I will have to focus on getting my calendar filled from other platforms.
In case you don't 100% understand what I'm saying, please forward my message to someone in the US.
Thank you!
Ann
*CS-Hi Ann, I understand how frustrating this could be but there is no update that we have received about new Super Host standards and requirements. Once I have an update, I will definitely inform you.
*Me-It's on the website. Who is this?
*Me-Here is the update.
https://www.airbnb.com/progress/opportunities/superhost
Me-Also, all these hosts keep talking about if we decline a guest we will be penalized. Is that true? If you don't know, please forward my message to the US.
Thank you so much!
Then they closed the case and told me to go to the help center-
This support case is now closed.
You can no longer reply to this thread. If you need additional help, you can always visit our Help Center.
IF THE ANSWER WAS IN THE HELP CENTER, I WOULDN'T BE ASKING FOR HELP FROM CUSTOMER SERVICE OR IN THIS FORUM. WHAT A HUGE WASTE!
Doesn't anyone know what a CX specialist is? It is someone located in the Philippines, I know that. To me it doesn't matter where they are as long as they are effective and don't spread misinformation. I've had a lot of them tell me that it's ok to do things that I know are against Airbnb policies.