Hi,
My account underwent verification some weeks ago.
Ever since then I have had a lot of problems with the Trust & Safety team.
The people there have hid my listing from showing on search results (even though it shows as "listed" on my profile).
Every time I call support or open a support ticket, a different agent in a remote place of the world picks up the phone or replies to the support thread in broken English, but they are always completely clueless on what's going on and can never fix the issue. They often even close the thread before providing an answer, or they say they will call me back and simply close the thread not to call ever again.
My guess is that the Trust & Safety team is able to shadow ban listings at their own discretion and regular support agents don't have the tools to even know this is happening. On top of that, they seem to completely lack motivation to fix any issues. They act like automated bots, it is truly the worst support I've ever receive from an online platform.
After many weeks with this issue, my girlfriend decided to publish our listing again from a new account but it got blocked too by the same agents.
So right now, we are completely stuck with this Trust & Safety team.
They only communicate by email and they do not offer the option to talk via phone to resolve the issue.
We have to wait for them to reply, sometimes for 10 days at a time, even though we write daily emails requesting an answer.
Whenever they bother to reply, they do so with outright lies, such as saying our listing will be published again within 24/48h which is not true, or they send a bunch of nonsense buzzwords thanking us for being a part of this community without actually addressing our questions or providing any answer.
They act like complete despots, and we have no one to turn to.
It is extremely frustrating to be subject to such blockage and there is literally no one we can talk to to solve this issue.
Why does Airbnb allow its hosts to be held hostage by such slobbish employees?
And what are the options for a host like us to actually understand what's going on and get rid of these people's harassment?
We would like to talk to someone who can actually look into our case and resolve this matter.
Thank you