How to escalate a problem after the help desk cannot resolve the issue

in
Paris, France
Level 2
7,664 Views

Hi,

 

I am looking for some advice regarding an issue with my listing, in that every night the price of the propery changes to random amounts. Smart pricing is switched off and the prices are always more than the preferred 'green' AirBNB recommended price. This has been happening on a daily basis since September!! It is very frustrating to change the price for all future dates each and every day. It is also confusing for guests who have sent an enquiry and when they go to book the price has increased and sometimes quite considerably.

 

I have raised the issue three times with the help centre and on each occassion it has been closed without the problem being resolved. On two occassions I have been told the issue was escalated to the technical team. The help desk operators then close the conversation log meaning I cannot chase it up without creating a new report.

 

Last week I created my third log of the issue and went through the same process - 'smart pricing was switched on' with my reply and a screen shot showing its off, the current prefered price and then the next morning a screen shot  showing the autmatic price increase (all in red). This chat then goes back and forth for a week with me sending lots of screen shots to illustrate. Today, the issue was closed again with a comment stating the price is showing at the correct amount (ie base price) - only because of A) chance and B) most nights are booked in Nov and Dec which were the months on the screen shots. I know tomorrow that prices are going to need amended from January onwards (and probably Nov and Dec as well). 

 

Basically, for the past two and a half months I have raised the issue three times and I have spoken to 3 operators, all of whom have asked the same questions and checked the same things which have not resolved the issue but they went ahead and closed the log anyway. 

 

Does any one have any suggestions of where I can go from here? Is there an escalation process? 

 

Many thanks,

 

Nicola

 

 

1 ACCEPTED SOLUTION

Accepted Solutions

Re: How to escalate a problem after the help desk cannot resolve the issue

in
Makaha, HI
Level 2

Mahalo for bringing that up and am sad to learn its been happening to other hosts, also...A prospective guest had sent an inquiry and wanted to book a room for 2 for $65/night.  As she went to book the room, the price went up to $130/night....I called Airbnb Support  and they said that's been a common complaint....

 

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11 Replies

Re: How to escalate a problem after the help desk cannot resolve the issue

in
Makaha, HI
Level 2

Mahalo for bringing that up and am sad to learn its been happening to other hosts, also...A prospective guest had sent an inquiry and wanted to book a room for 2 for $65/night.  As she went to book the room, the price went up to $130/night....I called Airbnb Support  and they said that's been a common complaint....

 

Re: How to escalate a problem after the help desk cannot resolve the issue

in
Lagos, Nigeria
Level 2

Hi Nicola, 

I suggest you should go to @Airbnbhelp on Twitter and if possible stop using smart pricing on Airbnb. Have a lovely week. Cheers 

Re: How to escalate a problem after the help desk cannot resolve the issue

in
Zagreb, Croatia
Level 10

@Nicola167 I checked your listing and it says 69€ per working day  / 81 € weekends + 69€ cleaning fee during december

 

Re: How to escalate a problem after the help desk cannot resolve the issue

in
Paris, France
Level 2

Just wanted to add for the third time the case has been closed while the issue has not resolved. The issue has been daily since Septemeber. I am so frustrated now.

 

Nicola 

 

 

Re: How to escalate a problem after the help desk cannot resolve the issue

in
Tokyo, Japan
Level 3

Nicola I am going through the same issue as you now. They have closed my previous 2 chats and now I started my 3rd one. It feels like a never ending thing and the worst it is the wrong information giving to the potential  guests. I really do not know what to do anymore. it is freaking frustrated.

Re: How to escalate a problem after the help desk cannot resolve the issue

in
Hilo, HI
Level 4

Aloha Nicola, did they ever resolve your pricing issue?  I've been having the same issue since August of this year and have opened 6-8 tickets and nothing ever gets fixed....

Re: How to escalate a problem after the help desk cannot resolve the issue

in
Dehradun, India
Level 2

Reading your problem and the accepted answer with the AirBnB saying "Resolved" makes me roar with laughter! I have gone through the exact system trying them to tell me why they did not collect Occupany Tax - in 4 cases of bookings, but they did not resolve the issue - one of these days the IRS in the USA and the GST Tax authorities are going to call the AirBnB for tax evasion and fine them millions - they have grown too big for their boots and are destined to failure - I have blocked my listing for the entire year now lest I get arrested by the Tax people - so every one be careful - you too Nicola - I have raised the complete issue in the communitiy - but alas no one has replies or helped!

Deepak Menon

Dehradun, India

Re: How to escalate a problem after the help desk cannot resolve the issue

in
Fort Lauderdale, FL
Level 2

I'm going through the same problem with customer support.  I'm having issues with adjustments being mixed with other properties in their transaction history report, and I started several conversations, they close them without a solution or even without an end to the conversation and I have to start another one and explain all from start, all over again and again. When I call them on the phone, they don't have an answer either, leave me on hold, come back with another improper answer, until they realize that they don't know the answer to my problem, they say that they have to el;evate my case to an specialist whi will call me back. Never happpens... I'm so frustrated.  If someone knows how to deal with a specialist expert directly and avoid the phone or message representatives please let me know. Thanks a lot

Re: How to escalate a problem after the help desk cannot resolve the issue

in
Washington, DC
Level 2

I recently checked into a property in Tulum, Mexico (Villa Passiflora). Nine hours after arrival, the villa lost power due to an accident outside the house and remained without power. Contacted the host and agent and they agreed that we would depart and find other accommodation. Advised airbnb according to the rules I could find online. Host agreed in writing in the airbnb messaging portal to a full refund. 

 

Now that I'm home, the host tells me she can't get the airbnb portal to process a refund, and airbnb says they can't process a refund without the host's approval, and they can't contact the host. They see what the host said to me in messaging, but nonetheless, "so sorry, no refund." All of this information is delivered with all the niceness one expects from the Manila call center, but getting them to move forward or escalate seems to be impossible.

 

I asked my resolution rep how I could escalate this complaint to someone higher up and she's not talking. Does anyone know how to get to a more senior person? I suppose it's possible the host promised a refund in messages but doesn't intend to refund the money, but I really don't understand why the matter is being treated so nonchalantly by airbnb staff. It's as if losing USD 1300 for a property we were only in for 9 hours (rather than a week) is nothing to be fussed about. 

 

Thanks for any info. 

Re: How to escalate a problem after the help desk cannot resolve the issue

in
East London, South Africa
Level 2

have the same issue..."case closed", with no answers. Do the airbnb people at the help desk ever read this? Has anybody's issue been solve or is this community centre just a forum to vent frustrations about airbnb help desk getting more and more useless?

Re: How to escalate a problem after the help desk cannot resolve the issue

in
Balearic Islands, Spain
Level 10

I always advise avoiding CS wherever possible, just for this reason. 

 

But in cases like this, you can't avoid it. It's like banging your head against a brick wall. I don't know how you get through this.

 

It's surreal at times. Absurd. Like a Black Mirror episode (or Monty Python, if you'd prefer a more lighthearted view). 

 

I reckon you just have to keep screaming until somebody wakes up. 

 

?? 

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