I've been a host for over 10 years, and it used to, of course, be much easier to call their offices in San Francisco and talk to someone about questions or problems. I still stay on the line, navigate all the prompts, and persevere to talk to someone when I need to resolve something with a guest, like getting their money refunded if they cancel, and I'm still a Super Host. But in the past few years I have noticed that I never talk to a native English speaker, and often the representatives they have, while pleasant, are very hard to understand or don't really seem to understand me, just reading some kind of written prompts they have and not able to engage in a real conversation with me. **
As much as I love AIRBNB, I just have to say it: so many Americans or others whose first language is English are out of work because of Covid, and would love to do AIRBNB work from home. But it looks to me like AIRBNB is outsourcing now, for no other reason than its cheap labor. If the calls are coming from the U.S. or England, send them to an English speaker. If they are coming from China, send them to someone who speaks Chinese. And pay everyone a decent living wage.
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