ABB CS is not just bad but Dangerous

[Kelly149]

Last night at 1015-ish, a guest made a request to book for that same evening. (We are request only, so I don't have 'last-minute booking' barriers, bc I have to approve all stays anyway)

I was already asleep in bed, but the House Rules were sent over in the chat (the guest had a terrible review in his profile, did not answer the pre-booking questions, and at the time of his request was already outside of our stated arrival times).

At 1215 he messaged in the chat "hey, I need the address, I can't find the place". 

So, then he calls ABB CS. This is where the dangerous part comes into play.

ABB CS talks to this "guest", gives him my address and my phone number and tells him that they'll reach out to me to help. This guest DOES NOT HAVE A VALID RESERVATION. In no way shape or form should he have access to any of my information. 

So, with the new information he's been given this guest locates the barn (not hard to find a big red barn in the city even at 2 in the morning.) Funny though, since he doesn't actually have a reservation, he also does not have a door code. But he is undeterred and pushes thru a locked gate and enters the barn thru one of the doors on the back porch. 

At 7am when we get up we see this thread from the guest and the CS message I received "Hey, Kelly, please help this guest access your place" and I say "how weird that CS didn't tell this guy he doesn't have a reservation when they had the chance" and then we go to check the security cameras to find out about the tresspassing and entry.

So, this "guest" got woken up by the Sherrif's office telling him that he was trespassing and needed to vacate. Well guess what, he's really confused bc ABB CS told him our address and phone number and encouraged him to carry on as if he had a reservation when he didn't.

Bad look ABB. This is not how CS should work. This could have ended quite badly. Knowing if a guest does or does not have a reservation should be CS 101.

I dare anyone in corporate to look into the chats and try to explain to me what happened and what kind of training regimen they'll undertake to better educate CS.

@catherinepowell @Lizzie @Quincy @stefanie @Brian @nate

[Kelly149]

@Richard531  You’re not wrong that finding a red barn in the city when you have a relatively nearby circle to start from is doable. 
BUT CS called me, “to help my guest” & they emailed & created a chat. 
The “guest” also had my phone number which I know the solar company salesman & the we can buy your timeshare people have but I don’t think he was capable of the online sleuthing that would have been required to connect my first name & barn to my cell number at 1am. 
So while it is true that we’re findable given the right gumption, this guest had the dots directly connected for him by a CS who had right there on the screen EVERYTHING they needed to know to tell this “guest” “we need to find you another place to stay bc you aren’t going over here”

[Richard531]

I see. . .  Was just a theory. . .  

Regarding CS, who the heck knows how deep stupidity can go given the right moment in time and the wrong incompetence in place.

[Kelly149]

this right here:

https://jasonfeifer.bulletin.com/this-google-exec-sent-the-wrong-email-to-27-000-colleagues-what-she...

It's not the mistake that matters, it's how you clean up that builds relationship and trust

[Kelly149]

UPDATE: this is now Friday afternoon. 9 days after “the incident”. I have received notice from my rep that we’re done. 

“Hi Kelly, I’d like to confirm that I have completed my investigation of the report of Privacy Violation and taken the appropriate actions on xxxxxx’s account. I can assure you that all of the available evidence and correspondence was taken into consideration as part of our investigation, and we must thank you, once again, for letting us know about this incident—we rely on these reports to keep the community safe.

This aspect of our investigation is now closed, and I will now move onto ensuring that any property damage, or additional cleaning issues which resulted from this reservation are addressed and your case will be forwarded to a team member who specializes in these types of incidents for further support.

Again, thanks for taking time to report this incident. We’ve taken action to help Hosts and guests protect their community. That wouldn’t have happened without you.

As this aspect of our investigation is closed, I'll forward your damages reimbursement request to a team member who specializes in Host damage protection requests, a part of AirCover for Hosts for further support.“

so. There you go. Nothing. Absolutely nothing. 
who is appalled??

[Branka-and-Silvia0]

@Kelly149  I read it twice but found no apology

[Kelly149]

@Branka-and-Silvia0 I’ve “helped” the community. This was surely the point, right?

[Anonymous]

@Kelly149  that scans as an embroidered polyester pillow on your doorstep that says nothing but "lol" and smells like a dog fart. 

No apology.

No acknowledgment of responsibility.

No actual compensation, barring most likely futile effort on your part.

No assurance that they will do anything to prevent something like this again.

No recognition that the case was closed without any agreement from you that it was resolved.

This is straight up trolling. 

"I've completed my investigation" is the white San Francisco version of "oh bless your heart." 

[Kelly149]

@Anonymous  I think the phrase you’re looking for is “screw you, no one cares”

[Suzanne302]

@Kelly149  In my part of the south, bless your heart IS a version of screw you, no one cares, lol!

[Kelly149]

@Suzanne302 

Mine too 😭

[Helen744]

@Helen744  Uhuh ? um but an explanation about the rep please . In this particular case I think the sheriffs report should be forwarded to Airbnb and it re iterated that the case is not closed until a personal apology and an explanation from the rep as to his actions on the night is forthcoming. Compensation includes both this apology and payment for extra cleaning plus the night stay plus an understanding and explanation of 'what processses ' are now in play to prevent this happening. make it clear that you do not need to know the reps name but you do need to know that he or she is aware of 'what went wrong" by their actions. H

[Kelly149]

@Helen744  My message that said “this is disappointing and wholly inadequate” was answered this way:

”We reiterate that all necessary actions and in accordance with our policies were taken with the Guest reported. Please know that according to our privacy policy, we are not authorized to disclose this actions.”

in other words, we’ll ask the questions here! and We answer to No One!

[Helen744]

@Kelly149 , lucky I am not a lawyer because I smell a lawsuit H

[Mark116]

@Kelly149  At least Airbnb is consistent. 

Extraneous flattery and too many adjectives; check.

Refusal to assume any responsibility or speak in a straightforward manner; check. 

No $$ compensation for the night spent by the intruder, aided and abetted by Airbnb; check. 

No useful details; check. 

Now passed on to another 'specialized' team; check.

Case closed; check.

At an absolute bare minimum you should have been IMMEDIATELY paid for the night and have had any damage claims immediately paid and been given an actual apology from Airbnb.

[Kelly149]

@Mark116 Where’s the review for me to rate my satisfaction with this experience??