"Special team support" is not responding

[Jano47]

Hi all,

My listing was suddenly turned off and AIRBNB sent cancellation to all my future guest without letting me know what is the rootcause.

It is already 7th day since I called them first time and me daily calling to AIRBNB support (superhost) but all the time answer is that "Special team is solving the issue". It has been said to me multiple times that special team will get in touch with me within 12 or 24 hours of course nothing happened.

Please do you know about some procedure how to escalate this lousy support? Is there some way how I can get in touch directly with someone from special support team? How should I proceed when nobody is replying?

Thank you very much for answer.

BR

Jan

[Mike-And-Jane0]

@Jano47 There is no escalation route other than perhaps Twitter. All I do is copy @Catherine-Powell into the posting so she can see how her Superhosts are treated. It has no noticeable effect though I am afraid.

[Helen744]

@Jano47 Jan the best thing to do if you cannot get through on line is to ring directly .Also to ask one of the mods to help escalate your concerns @Bhumika  or @ Breanna. all the best . Let us know how it goes... H

[Jano47]

Hi Helen,

Thank you very much for answer. I have tried already 5 times to call them directly, but 1st level support answer is they cannot provide direct number to special team and they are allowed to communicate only via chat. And via chat nobody is responding. Today 1st level promised to me that their supervisor will get in contact with me, but it is already 14 hours since I called and again nobody replied. I am really frustrated from Airbnb support.

[Bhumika]

Hi @Jano47 @Helen744 @Mike-And-Jane0, Having read through the thread and Jano's concerns, I have gone ahead and shared the instance with the Customer Support team. I hope someone from the concerned team reaches out to Jano as soon as possible, once they've reviewed the case.

[Derek716]

I am in a very similar situation. I sent pictures in to airbnb support and sent in responses to guest's complaints but not getting anywhere getting my property relisted. Nobody I can call or message directly that will respond. I can't even figure out if they got the stuff that I sent in. Going on 2 months of getting nowhere. Did you ever find out how to get anything done related to your issue?

[Helen3]

Hi @Derek716 

I can see on your profile you have a number of listings with what Airbnb considers poor ratings .

airbnb considers any ratings of 4.6 or lower to be poorly performing and can and does suspend hosts accounts in this situation. 

your ratings show ratings from 3.71 to 4.44 with an average of 4.32.

you would have received alerts from Airbnb asking you to improve your ratings and how you intended to do this before they suspended your listings .

many of the issues your guests are complaining of ie poor quality beds and bedding, the accommodation not being clean and well equipped are all issues that are easy for you to resolve. 

I appreciate not all guests are honest but you have multiple guests complaining of similar issues. 

[Derek716]

I have replied to Airbnb multiple times. We use normal beds, box springs, bedframes, pillows, etc. and replace when damaged. Whenever a guest books our cabins they are automatically sent a confirmation message with all the information they need to get to the cabin and get access to the cabin our check in process is thoroughly explained and could not be any easier. Even spelling all of this out to guests we still have guests who claim "unclear check in instructions" or "hard to get in to cabin" and leave a bad review. We also tell guest in this initial message to check everything out when you arrive and let us know if there are any issues and we will send a cleaner out to resolve any issues during their stay. Most of our reviews are 4 and 5 star reviews but we get some guests who stay their whole stay and we don't hear a word from them until the end of their stay then they complain and want their money back, aka a free stay. When we aren't on board with us giving them a free stay they leave a really bad review. So everything isn't as clear to people looking in from the outside as to what the situation is. What I am trying to find is a way to make sure that Airbnb has gotten my pictures and my feedback. 

[Jamie1453]

Were you affected by STR rules in your province? BC asked airbnb to shut down site where you owners were not primary resistance to rental.