Airbnb Customer Support an Epic Fail?

[Austin502]

Hi Everyone! We are relatively new to Airbnb having joined as hosts earlier this year. We've had a great experience with hosting guests but we are shocked at the poor customer service from Airbnb. We had a very minor accounting issue from a cancelled reservation that Customer Support has failed to resolve for over a month now, despite dozens of calls and messages with supporting documents from our side. Is anyone else experiencing this? Is there a way to escalate the issue to get it to someone who can resolve it? It seems we're in an endless loop of agents who keep assuring us they "will forward our issue to someone who can help resolve it." What's up? 

[Lorina14 · Accepted solution]

Hi @Austin502!

It helps if you keep the same case number and follow up on it as opposed to opening different cases (some hosts for this and it gets messy). You can ask to speak to a manager to get your case kicked up the chain or demand to speak to someone in charge as this has been going on x days without progress or resolution. I think they reward customer service agents on number of cases closed and the system sometimes closes a case without resolution (which is annoying)…

@Rebecca @Paula @Bhumika (community managers who moderate these boards but not directly Airbnb customer service) could you assist in flagging Austin’s case to the right team?

[Austin502]

Very helpful! Thank you! 

[Stephen1004]

CASE NUMBER?  WHERE DO I FIND THIS?

[Lorina14]

@Stephen1004 

Whenever I speak to a customer service rep, I get a case number. I don’t know if it is referenced in the Airbnb messaging or email follow up from the rep as well.

[Marie8425]

 @Austin502 

Maybe if you explained what minor account issue, we could offer advice about your issue