Has "customer support" vacated the building??

[Jenni7]

Has Customer support vacated the building??? 3 weeks ago I had a booking for one room in my home for 2 people, 2 nights. What actually showed up at my home was 4 young men in their early 20's and NONE of them were the young man that actually booked the room. I messaged the guest and told him he would need to book 2 rooms, as not only was 4 too many to physically fit into the room, but they were utilizing both bathrooms as well. The young men told me they could not afford to book a second room and this was the arrangement with the guy that booked the room for them. The guest would not respond to my calls or messages so I contacted AirBnB customer support. It took calling and messaging repeatedly over a 4 day period before I was finally told a "specialist" was looking into it. In the mean time, I got an instant booking for the room the young men were intended to book, so I had to contact customer support yet again to get help with cancelling that booking without losing my superhost status AND freeing up that room so I COULD book it to the young men. Customer support just repeatedly told me to wait for the specialist to call. 4 days later I called yet again and finally got a specialist to tell me "they would look into it". 3 weeks later and I still have not heard back from the specialist, or been fully compensated for that group. Has AirBnB customer support just completely left the building?

[Mike-And-Jane0]

@Jenni7 if the person booking didn't turn up you would have been well within your rights to not allow them to stay - Perhaps that would have been the right thing to do.

[Jenni7]

It was a complicated scenario that grew into an impossible scenario because of lack of presence of customer support help.  IF they had untangled the room so those boys COULD book it, I would have gotten the money from the "guest" that booked it, or out of those 4 boys in my home, one or the other.  Problem was I couldn't get that room released to even do it once I put my foot down on getting paid.  My decision to "let" them stay was based on the fact that they were unaware what their leader had actually booked and what my rules were, and they were very sweet, polite boys that had worked all day and were exhausted.  No way did I have the heart to leave them on my doorstep.  The main problem was lack of help from AirBnB on contacting the "guest", making the room available to book, and collecting payment from the "guest".  My kind heart is not the problem here, customer service is.

[Lisa723]

@Jenni7 there are many similar stories. It seems that yes, Airbnb customer support has left the building.