I have been a host for over 5 years and in 2017 customer service has gone so far down hill that I have to reconsider my association with the platform. Literally every customer service request that I have made this year has been bungled at best and met with hostile and inappropriate communication from CS managers at worst (it was shocking!). This is occuring at a time when platforms to support customer and host success (Zendesk, Gainsight) have never been better at automating an exceptional CS experience. Hire a new lead to spin up a host / customer success program. If funding is a barriar, shut down the failed and confusing experiences division. Lack of attention to CS is going to tank AirBnB and we deserve better. Long gone are the days of AirBnB hosting local dinners for hosts and I really miss both feeling like a part of a cool community (at best) and even basic customer service no longer seems to be a focus.
I want to see you succeed! Please do better by your community.