For the past month I had to contact with Airbnb Support multiple times and each conversation prompted me to make a point:
"The most of them are acting like ROBOTS and most of them even DOES NOT LISTEN YOU! AT ALL!"
and are using "COPY PASTE text templates". No individual approach (for the first contact at least)..
For the first time, when smart pricing issue raised a week or two ago, the Airbnb Team members (two of them, NOT ONE) does not listened to me at all and blamed me for not knowing the airbnb system, thus I had to write a post - https://community.withairbnb.com/t5/Help/Smart-Pricing-Bug-overriding-smart-pricing/m-p/1034873
Despite that the support team member was wrong (after public reveal of the airbnb bug) I do not get any apologize.
Second time, I had an issue regarding cancellation and airbnb support team member called me on the phone (call officially was recorded here as well) regarding a reservation where a guest has cancelled the booking and requested for refund additional amount. On the phone I confirmed to refund the amount of money which guest will deside by herself to feel the action was more than just fair enough. Despite that I two times repeated to do so, instead Airbnb Support Team member refunded full amount.
And now, THIRD TIME - I got next issue, guest cancelled the booking even before arrival time and now, ME (hoster) and The guest are able to make a review to each other. What a NONSENSE. How the guest, who never ever been in my apartment, never ever checked-in, never ever arrived - will writes related REVIEW (in addition, guest was cheating with guests count!). But when I ask support to disable such feature, I got COPY PASTE TEMPLATE TEXT - AGAIN!!! - with the "kind of" related information link: www.airbnb.com/help/question/13 - where such issue even not mentioned.
So, WHAT SHOULD I DO TO BE HEARD?
P.S. Support team members instead of SUPPORTING US - making our business much more harder!
