How does AirbNb customer service chat work?

[Lauren247]

Is the customer service chat staffed 24/7 or are they only available from 9-5 in certain time zones?

I've tried contacting customer service.   After 45 min on the phone a few weeks ago I thought it had been resolved & then I searched for my listing again yesterday and it was gone.   When I opened up a chat, I got a response from a customer service rep & they told me I wasn't searching with filters.   I screenshot my search with the filters shown and asked a few more questions and no response since over 12 hours ago and now that chat window has closed and I had to start a new chat.

I really don't want to spend 45 minutes on the phone again.

What's going on with the customer service?   I lost superhost status by .01 point last quarter and I feel like this is such a slap in the face that no one is responding.   If they are out of the office, I feel like there should be an automated reply -- and that my chat window should not simply be closed on me.

What's going on?   Customer support was so strong 2-3 years ago. :'(

[Emiel1]

@Lauren247 

regarding your listings:

They are both in the search system:

https://www.airbnb.com/s/homes?host_id=52331838&map_toggle=true

(maybe zoom in some more on the map when searching)

I think the CS is "open" 24 hours, as questions are routed to CS reps living/working everywhere in the world.

Did you receive a message the case was closed ?

best regards,

Emiel

[Janet403]

I agree - I have been trying to change my calendar for last 3 days, I need to block a few dates - normal way I used to do it is not working. This mechanism is vital to my operations. Also I cannot find a 'help' place to have an online chat, which I recall doing before. I am becoming a very unhappy host.