The customer service response so slow

[Younghun0]

I had a horrible experience with the airbnb customer service.

I traveled around europe last month, and this thing happened when I was staying in the Netherlands. I was so busy traveling on my own and I had to book this room the day before I went to Amsterdam. Without having time to ask the host for availability, I booked the room right away. The description was not so nice, but okay. Turns out, the host was an Arabic who can't even speak Dutch nor English(meaning he's probably a refugee who's trying to make living out by bnb). The room was of his own and he sleeps in the couch while the guest sleeps in his bed. I though the amount I've paid was way too expensive for this. That explains why his profile picture is some random stock image.

Anyway, the problem that I want to point out is with the customer service. I tried to contact them before I even got to the place. He didn't write the address when he posted this place. At first, I thought it was a scam. I had to personally message the host to get the address and, GOD it was such a painfully slow process. Moreover, in the process, he asked me to come to his place after 8 because he's home after that. Ofc, the check in time was after 3.

I could have just ditched this place and found somewhere else but I didn't know this fact back then. Not knowing that to do, I emailed the customer service. I got a reply like next day afternoon saying that "I’m forwarding your case onwards to our Trip team, and a dedicated case manager will be in touch soon."(I still don't know what this means). They called me like 2AM in the morning the day I checked out in Korean. Hello? My prefered language is set to English and my user interface is in English. How could they speak to me in Korean? Yeah, sure. My location("Where You Live") is set to South Korea, I uploaded my Korean passport for verification, but I could be Korean who can't speak Korean like the host guy is.

The customer service wasn't helpful at all. I'm not paying that 10% fee for this. 24hour service? Yeah, I can see that because they call their customers 2AM in the morning. They sure do work 24 hours. They should be thankful because SJWs would call this racism.

Is this how they roll? Or should I just blame the fact that I'm Korean and the korean customer service team can only help me?

[Linda108]

@Younghun0  Whenever a traveler has trouble with booked listing I am concerned.  Since your issue for this post is with Air BNB, a couple of things in your post don't make sense to me given my experience as both a traveler and a host.  When I receive a confirmation of my reservation I receive the exact address of the listing location.  That did not happen for you?  On the receipt of the confirmation there is an Air BNB 24 hour phone number for urgent issues such as yours.  You did not get a phone number?  If you don't need to communicate in another language than English, the call would have been answered without delay.

I know you were traveling and making last minute reservation, but this information should have been made available to you.