I am writing to express my frustration with Airbnb "support" and its so-called "dedicated support" for super hosts. I've been hosting for two years now, and on occasion have had issues where I needed to contact support involving damage caused by guests.
I have never gotten an answer to any question, nor have I received accurate information about filing a claim through air cover. The information provided is vague and unreasonably time limited. It seems completely arbitrary.
But the problem is in getting actual helpful answers. All I ever get is canned responses, then "follow up" answers that fail to address the issue I contacted them about. It's impossible to get a straight answer to anything. Then they hound with messages that are not responsive to my concerns and the more I try to explain what I need, the more I realize the call center, where ever it is, is completely useless. If it's not a question their manual answers, they just change the question. They make it as difficult as possible to make a claim, and they refuse to tell you with any specificity what is and is not covered. I finally gave up.
