I had experienced really really poor case manager support in resolution centre.
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Problem: Waited for 2 weeks, no one called me or replied in airbnb chat room. Case got closed by the manager without resolved.
I had hosted a guest 2 weeks ago, the guest Media had a party of more than 20 people at my flat, causing chaos and noise to the neighbourhood, and safety issues with smoking. Neighbours tried to stop the party but failed, in the end they called the police to come at 1AM mid-night.
They also caused huge damages to my flat.
I submitted a case in resolution centre, and chase every single day multiple times as it's super urgent with safety issue and police involved. But unfortunately there is no case manager contacting me by phone or chat in airbnb app. They said they work in different way from support team, it's not transparent system in such way, does not make sense.
Up to today, the case is still not resolved. I have been host for 3 years+ with airbnb, really really sad with airbnb this time. I am not sure if I will continue to host after this case, and I can see airbnb quality is reducing A LOT these months, don't recommend others to start hosting their homes.
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