As a Superhost of 7 years, I'm finding the move to the Philippines for English speaking host support is taking up a massive amount of my time and costing me alot of money. Are other hosts finding that the move to the Philippines of customer service is costing them money? I am finding that often they speak English but do not understand it (ie they make errors due to not understanding the issue), phone calls are randomely cut off if they are unable to deal with your issue, case managers are no better. If you are cut off nobody calls you back, nor do I receive emails confirming issue with a case reference number. It seems they are not trained above very basic level and so I know the platform far better than they. As a Superhost, when I call Customer Service its because I need someone who has a greater knowledge than me, not significantly less and who, in addition has no English comprehension skills.
Examples being: glitch whereby my listing was showing at £88000 pounds for a single night - they didn't understand that was alot of money - for them it was open and bookable
When a listing wasn't coming up in searches for specific dates, I kept be told that my dates were available in my calender - I knew that - I was calling because they were not showing up in searches
I had a guest leave early, happy with the accommodation but I wanted to re list the now free days - they assumed (I have a strict cancellation policy) that I wanted to refund the guests and contacted the guests to offer a refund.
I am so sick of dealing with the Philippines - it is not a customer service it is someone on the end of a phone who speaks some English, understands less, is not familiar with the airbnb platform beyond the most basic level. I've lost thousands of pounds in booking fees/reservations due to these issues. Fortunately I do speak french and so on one occasion managed to call france airbnb to get my issue resolved. Airbnb customer service in English used to be superb. I can only imagine its been moved to Asia to save money on salaries, however, for me anyway, its a false economy because if I'm losing all that money, airbnb are also losing their fee on all the reservations I have missed out on due to this terrible customer service. If its not urgent now I try to call in Sanfransisco time and if I am randomly routed to the Philippines, put the phone down and dial again. This isn't possible though when Sanfransico is closed. I've worked really really hard to become a Superhost and its so frustrating to be losing so much money due to this.