@Kat59 I just saw your most recent post and I have to say, I am having the complete opposite experience you are writing about.
I have been a host since July 2015, a Superhost since Oct 2015, and kept my Superhost status since then. I know that Superhost get a dedicated line but trust me when I say this, I have had the most incredible experience from their customer service staff. Its actually one of the best and believe you me when I say this, after dealing and working with over 300 companies in my business as a Concierge, Travel Agency Owner, and lawyer.
I am not sure exactly what is so bad on your end, but let me give you an example of terrible customer service, and that's with UBER and LYFT just to name a few. They dont' allow customers to call them. They only send and receive emails and barely address the concerns when you write them. I have rated them D- on their customer service with every survey I have gotten. Have they improved in 3 years!!?? ABSOLUTELY NOT.
At least ABB has added the new CALL BACK feature so you no longer have to be on hold listening to the same music for 68 mins like I use to do in 2015. My Call Backs have worked in 2-3 mins!!
Hosting has brought numerous people INTO MY HOME from 47 countries, lots of USA cities, and there have been a handful of terrible guests who needed to be removed from my home. And AIRBNB handled it quite well. One guests was permantly banned from ABB and I was called by ABB to make sure I was ok. They even offered to put me up on a hotel when I was too scared to stay in my home alone.
Are they perfect? Of course not. No one is. Do they have employees who say things that aren't true! 100% yes, happened yesterday to me. And how did I handle it? I emailed my Community Regional Manager to tell him what happened and how they need to coach that employee to be more proactive and less argumentative. That email was received and I was well taken care of within 24 hours.
But I truly believe they have hired some of the best people I have had encountered over the phone and can't wait to host quite of few of them in my home after being so well taken care of by them over the phone. So many care, so many have followed up with me via email and some have even called me to ensure that I have gotten the resolve I was looking for. I LOVE AIRBNB and cheer them on for having the best customer service staff quite often on my social media.
Would love to hear more about your situation and why you feel this way. Do you know how to check your DM account via the CC? I can send a private message with my phone number if you are interested.
There have been hundreds of hosts who have reached out to me from places like Peru, New Zealand, Australia, Columbia, Holland, Canada, Minnesota, needing guidance on a serious issue because they knew I could get through to Airbnb and now they know how to do it themselves. (these hosts find me from social media).
A bit bummed to read your message but I hope perhaps I can shed some light on how can we move forward to have you feel more supported as a host.
I can count on Airbnb every day as a Hawaii host. Or I wouldn't be hosting IN MY HOME!!! Bet on that. 🙂
If you feel that me or another host have helped you, feel free to click on the "thumbs up" button at the end of any post. Thank you so much.
Aloha, Momi
Great way to contact Airbnb or via Twitter at AirbnbHelp / Facebook