Airbnb Resolution Team Unresponsive

[Amanda2174]

I have been waiting months for a response on my damage claim. The representative I was assigned to is never working and there is no one else that will give me an update on my review process. I have tried to email the rep and she waits until Friday evening to reply only to tell me that she will be taking "rest days". I have replied asking for a timeframe and finally a supervisor after over a month of no progress. I have emails asking if they need anything further to review my claim, all which went unanswered. This company has no follow through and only hopes that you will give up after frustration. The reps that you get when you call are experts at giving no information but they do make empty promises of a supervisor call back. I have used the chat function to make my requests but no one answers there either. It always results in a closed case. This company, who has made tens of thousands of dollars on my listing, has made me discourage and feel hopeless. I would not recommend using this company if you care for your home and thought you could count on them having your back in the event of damages and stolen items. 

[Huma0]

@Amanda2174 

I am afraid you have learnt the heard way what Airbnb customer services has deteriorated into. This tactic of assigning you an 'ambassador' or case manager as they used to be called who just so happens to be out of the office for the next few days, is exactly that. A tactic. Likewise, the rep/BOT who keeps urging you to close the case despite the fact that's not been resolved, or often no one has even attempted to answer your question, is common. I could copy and paste countless similar responses I have gotten in my interactions with CS during recent years.

There was a longer build up to this mess, but things got a lot worse when the pandemic hit and most of the experienced, trained CS staff were laid off and replaced with poorly trained, poorly paid, outsourced  staff that have no authority to do ANYTHING, just a check sheet that tells them to say this ridiculous stuff to try to get rid of you as quickly as possible. Like you said, they hope you will give up in frustration.

This article will maybe help to explain why it is so bad: https://www.propublica.org/article/meet-the-customer-service-reps-for-disney-and-airbnb-who-have-to-...

And the powers that be at Airbnb are 100% aware of the problem this has created, believe me. I know this for a fact and, if I stated the reasons why I know it for a fact, I would probably be banned from this forum within 24 hours. 

[Quincy]

Hello @Amanda2174, thank you for sharing this here as I have now passed this on to the team. I am hopeful that they will follow up on this, and if there are any updates on my end, I will share them here with you.