@Sarah977After reading the responses, it appears that Airbnb is loathe to admit that their system (or their company) might be at fault for anything. After an hour and 20 minutes on the phone last night, I finally told the CS that I was going to end the call as we were getting nowhere. He continued to tell me that it was fixed. It isn't. I really believe they're hoping that my response rate will continue to come up on it's own as I continue to respond to (legitimate) inquiries as I usually do. This way they don't have to take any action on their end, and as the CS person tried to assure me last night, "there is no problem with a response rate that is less than 100%."
I have a lot of compassion for everyone right now and job security due to COVID, however, if ever there was someone who should NOT be in a position of a CS rep,--it was this man. I consider myself a fairly patient person, however, his condescending attitude and mockery was uncalled for. Although he (Harold?) refused to give me his last name, he said my case number was 90241358. For all I know this was a randomly generated number. It was bizarre,--he also tried to tell me that the same scammer had contacted me last year in October. I said I didn't think so, and after hanging up I looked at the screen shot again and realized that there was no way that was possible as this scammer person joined in July 2020. I'm so very confused and angry right now. I did receive another email today, (NOT from Harold!), stating the following:
"Hi Julieanna,
I understand the frustration as I used to be a superhost myself.
This is why we are having a specialty team look into it. As we spoke before, unless a case manager or agent is assigned, we cannot properly report technical issues to them.
All of our teams are experiencing a high influx and backlog due to COVID-19 and our peak season, and are trying to work their hardest to get to each user in need.
We thank you for your patience.
Best,
Chantel"
For the life of me, I cannot understand why it has taken 16 days to assign a case manager to this. According to Airbnb when I call, this issue was reported 2 days ago.
As I always think and say, if we as Airbnb hosts, treated our guests with the same level of customer service we receive from Airbnb,--wow! We would have NO guests and Airbnb would be out of business!!
Julieanna