The problem is with a system that disempowers a customer service representative to the point that it takes up to three levels of administratiive authority and hours upon hours of frustrated conversation to resolve something that would cost the company very little and would turn a frustrated community members into a raving fan.
- I did speak with a customer rep about the cancellation which, consequently I not make. A previous host for my home did. The response was, "Sorry, that's the policy and there is no possible way of changing that." I don't know the details around the cancellation so I let it go.
- I referred a friend to become a host, helped then get set up, photographed their house and never received the referral incentive. When I called and asked why, they told me that my friends were already on Airbnb (as guests). I told them that I had spoken a representative that assured me that the referral would be honored. It was not honored.
- I received an email with a credit for $50. From the email I booked a place and the credit was never applied. I called and asked about it and they said I would need to cancel and rebook, of course with a fee. It was escalated to a supervisor who saw that it was supposed to be a credit and not a coupon and said she would take care of it. It's been a week. I've been on the phone thee different times with promises of a call back and resolution. It's still unresolved.
A system that isn't designed to quickly adapt to take care of people is terribly flawed. The best customer service people are trained to listen well, discern the problem and quickly respond to it; assuring the person that they are speaking with that they hear them, understand them and take care of them to the best of their abilities. For the most part, Airbnb has not done that for me.
