There are many threads on the forums complaining, and often despairing, about Airbnb CS. Everyone's experiences are different and I am sure that most of the hosts who have had less than satisfactory interactions/outcomes with CS have good reason to complain, but I wanted to relate my experiences, which have been really positive.
Firstly, I have never had a problem reaching CS on the phone and have never been put on hold for more than a few minutes (usually I get through to someone in seconds). This has been both on the Superhost hotline and the regular UK number, where I have been directed to a lovely team in Ireland. In fact, getting through when I wasn't a Superhost was even quicker!
Secondly, every rep I have dealt with has been super polite, understanding and helpful and taken the time needed to deal with my query or problem.
Here are a few of the things they have helped me with:
- The first time I called for help was when I had problem guests who were very loud in the early hours of the morning as well as breaking other house rules. Although they apologised when I brought any of these issues up, they continued with their behaviour. Airbnb immeditely called the guests and told them that they needed to follow my rules or leave without any refund. It worked. The guests even left me a positive review.
- I needed to track down a future guest who was totally non-responsive and due to check in shortly. Airbnb got hold of him and explained the importance of replying to his host's queries. After that, he responded to everything very promptly.
- A guest accidentally left me 4 stars instead of 5. Airbnb contacted her to confirm this was the case and then changed the review to 5 stars.
- I needed to cancel a reservation because I was uncomfortable hosting the guest. Airbnb did this for me without any penalties.
- I needed to cancel a reservation due to extenuating circumstances. This was dealt with swiftly and easily and I was alowed to cancel without any penalties.
- A guest told me last minute they were going to cancel and didn't turn up for the booking, but never actually cancelled it and seemd to expect some kind of refund. Airbnb reassured me that they would not honour any requests for a refund from this guest and that if she left a review, they would remove it.
- Today Airbnb agreed that a bad review was unfair and retalitory and removed the review and ratings. This is what has prompted me to write this post.
There have been a few other occasions that I have needed to contact CS and everytime my issue has been dealt with swiftly and satisfactorarily.
I understand that everyone's circumstances are different and that it may depend on the country you are based in. It probably depends a lot on the individual rep you deal with, but I have dealt with many and they have always been fantastic.
If I was to offer any advice on this subject, I would say:
1. Make sure you have a very clear listing and house rules. Airbnb will check these before deciding if it is the guest or the host who is the problem.
2. Make sure everything is documented in the message thread with your guests. If you have a verbal discussion with them about any problems, or they text or message you outside of Airbnb, make sure you include a response in the Airbnb message thread anyway. Keep all correspondence polite and professional. Airbnb will check this also.
3. Always be polite and calm when speaking to the rep. Try to explain your case in a rational, not emotional or hysterical, way. You might be upset about a situation, but don't take out your anger on the rep!
4. Use the telephone. Speaking to someone in person is a much easier and quicker way to get an issue dealt with. Although Airbnb claim to usually answer email queries within 24 hours, I don't think this is necessarily the case. When you call them, they seem to get straight on it!
I'm sorry if hosts have tried all of the above and it still hasn't worked, but for those that haven't perhasp give it a go. Admittedly, I have never tried to claim from a security deposit or using the Host Guarantee, so I can't comment on that at all.