Hi there,
I am based in the UK and I must say there is definitely an issue with customer service and it has gone down hill to the extent that I am considering no longer hosting. It's a shame as 99% of the time it goes well but for that 1%, airbnb takes no notice and refuses to help.
I have had very few problems with guests but now I no longer feel protected by airbnb should anything arise.
I recently had someone stay who brought someone in my home without my knowledge. Airbnb advised me to log it but not cancel their booking to avoid disruption to the guest, which I did.
I received a terrible review from this guest and have had to deal with damage to my property as well. I can prove the review is nonsense from emails between myself and the guest.
When I called back after the review airbnb told me I should have cancelled the booking and couldn't do anything about it. There was no evidence the guest had broken any terms and conditions (including proof that they had brought a non paying person into my home without telling me who I bumped into in the middle of the night).
When I argued my case I finally received an email stating they would review my case and get back to me. After 3 weeks I called in to find out that they had just closed the case and didn't bother to tell me.
There has definitely been a change to the customer service levels awarded to hosts and I can say that as a super host it has made a very big difference
Today I called back again and they told me the only other course of action was to get in touch on here to voice my concerns. So here it is, way to go airbnb!