Customer service always lets me down

[Alastair-and-Silvia0]

I was wondering if it's the same with other hosts, when I ask something of customer service they say they can't do anything about it each and every time and then just say: "carry on being a great host!'.

I have contacted them on a few occasions:

-One was to let them know that my listing wasn't in the map when you enter the name of the town; even when it is in the town, not in any surrounding village or anything like this, they did nothing and told me to:  "carry on being a great host!'.

-Then I asked them to moderate when a guest put three star based solely on us 'not having a proper bed' even when it was clearly listed that we had a sofabed, they did nothing and told me to: "carry on being a great host!'.

-When I said to them that our location was very clearly explained and we didn't understand why we were being penalized by some guests for this, all they said was: "carry on being a great host!'.

We have worked super hard to provide with a good experience and love constructive feedback that help us to improve but when something is not quite right, it would be nice if Airbnb makes an effort every now and then to care for the hosts.

I was wondering if mine is an isolated case or other hosts feel the same way?

[Emiel1]

@Alastair-and-Silvia0,

The "map" thing is indeed a problem, as one of your listing is NOT in the search system for some reason, as this link shows only 1 listing (turn map "on" in upper right corner):

https://www.airbnb.com/s?host_id=5713288

I think the two other problems Airbnb can not do much for you. They are opinions of the guests and Airbnb will not interfere with that.

best regards,

Emiel

[Alastair-and-Silvia0]

Hi Emiel,

Regarding the map it's not about turning it on is about having to zoom out in order to find it and pan around. And if it's not in the map it's not in the list either.

They aren't subjective opinions they are hard facts, the bed is a sofa bed it's clearly explained in the listing, take it or leave it and the location is clearly explained too, take it or leave it. I would have understood if I would said it was a bed it turns out to be a sofabed or if I say I'm 5 minutes away from the town centre and it's 30, etc... there are other listings with beds that aren't sofabeds and with closer locations to chose from;  if it bothers them that much. If one knows the situation and then when it inevitably happens complains about it then I think AirBnB's duty is to monitor this and interceed. 

[Emiel1]

@Alastair-and-Silvia0,

I understand your frustration, but do not expect Airbnb will monitor and interceed this stupid ratings or reviews from guests who do not read or understand your listing properly  They simply don't and indeed say "carry on being a great host !".

BTW At closer look i noticed reason why one of your listings is not in the search system:  because there are no dates available to book.

best regards,

Emiel

[Alastair-and-Silvia0]

Hi Emiel,

I have tried this when we have available dates and it's not there either.

They don't monitor but they should; otherways why should the reviews be trusted if one can get away with anything pretty much?

[Ben551]

@Alastair-and-Silvia0 I would love to tell you that yours is an isolated experience, but in my (relatively short) time on these forums I have seen a few too many stories like yours.

I’m sure more experienced hosts have a view, but my early take is: Airbnb policy favours guests, not hosts, because there are more hosts than guests in the system. At any point in time you can search for a place to stay, almost anywhere, and find several listings with unbooked capacity... across multiple platforms (check “alltherooms”) even for the “same day”. Simple logic suggests this means there is an excess of hosts in the system vs. guests across Airbnb and other platforms.

The STR market doesn’t work without both host and guest, but it seems to me that Airbnb’s reaction (to having more of one than the other) is to favour the smaller of the two groups.

The risk with this approach is that experienced hosts with high quality listings will likely leave overtime, creating a temporary gap... which is filled with less experienced hosts with less quality properties. In the longer term Airbnb could see high host turnover and a reduction in the quality of the listings on their platform. Hosts with high quality listings will migrate to platforms that support them.

The question is whether the Airbnb business is mature enough to look at the long term strategic impact of what they are doing today...

PS: sorry, I was in a deep philosophical mood this morning and went “big” on a simple question hahahaha. Maybe I’m just grumpy 🙂

[Alastair-and-Silvia0]

Hmm interesting... I reckon you hit the nail on the head here Ben. Thanks for your thoughts.

It doesn't look like AirBnB invests very much in the platform either the website is painfuly and awfuly designed and slow and the App is even worse, half of my messages are lost before they are sent. 

What I'm trying to say is that there is certainly room for improvement and that I wouldn't be surprised if as you say somebody else comes along and does a better job some time soon.

[Tony134]

Hi everyone !  Please check and post in the following thread. I would like to have one thread start alive that addresses all these complaints, and I think I catch most of them nicely here. You will also see at the end that my final conclusion is we need to start begging the justice department for help. Please see the following thread and weigh in, thanks.

https://community.withairbnb.com/t5/Hosting/How-to-Start-Fixing-Airbnb-CS-and-Many-Common-Issues/m-p...