I am a host and have been for 7 years and always had quality service from Air BnB, I am having two issues, one that has been acknowledged by two "reps" not the numerous bots I have "chatted" with as a tech issue and is being escalated this has taken several days and still no contact from Air BnB to update status or even acknowledge that "escalation". I've been communicated with via "inbox" a number of times by various bot names and nothing is resolved. Second issue is we cancelled a guest due to a water main break, I have proof; photos contractor letter and invoice etc and I cannot get ahold of a person at Air BnB to help me process this cancellation as a 'no fault of host'. I've lost my 7 year streak as super host on my three properties and cannot get ahold of a single person at Air BnB to help me with this. As I type this, I was transferred to "escalation" was told I would be on hold for approx 20 minutes that was an hour and 11 minutes ago (according to my phone log). How can this be acceptable? The service has gone completely down hill and for all the money they make from bookings we should be receiving better service and support than this endless bot call response bs
