I've had so many upleasant communications with Airbnb agents... it's so frustrating as a host. I just worked with an agent, Nia, who was rude, short, and deceitful. She claimed I could not speak with her supervisor because there is no way to connect us through directly on the phone, the supervisor would have to walk down the hall to the agents desk.... never in all my years doing this, have I ever heard that kind of excuse from an agent. I always get the phone line connected directly when asking to speak with a supervisor, but according to Nia, although Airbnb has the technology to operate a cyber business, they dont have the technology to connect one phone line to another in their office. I don't believe it. Nia also said that she cannot send a confirmation email to me that we had the call (I ALWAYS ask for a confirmation email before getting off the phone with an agents, because otherwise there's no record of the call... this has happened a lot where you get a bad agent and they either hang up or get "disconnected," never to call you back and leaving no record the call ever existed. It even happens with the decent agents). Nia said she "could not send a confirmation email until the call has ended," which is not true... in the 3+ years I've been doing this, agents have always been able to leave a confirmation email before the call ended (which btw, she did do when I insisted). Nia, along with many other agents, are clearly uninformed, poorly trained, and lack any real customer service skills. There is no accountability to these agents at airbnb, and they just pass off these calls, avoiding dealing with any real issues we have as hosts.
