Heres the mall novel that I just sent to feedback my CS shop experience over the last week with a booking issue that never should have been.
My wife and I have 2 listings that are apartments considered and categorized as "Entire Place" inside our home (we the hosts have a third suite in the home). A perspective customer was denied the ability to book according to CS because his short notice booking, young age and only 2 reviews (both good) set off the house party blocker. Note, we actually live in the home so any possible parties or partiers would be evicted by me immediately if they did somehow book. The customer tried to resolve it through the CS but was unable, I tried to resolve it through the CS phone (it dropped me 20 minutes into the call) , Then I tried the Message CS tool and after going through a host helper that tried to quote me rules that didnt apply to my situation or listing , I spoke with a CS tech that while initially didnt understand finally agreed this was a glitch but they were nat able to fix it. I was told I should have the guest call them back yet again cause this time they could do something for them, when I asked if they could possibly do the outreach, they said they couldnt do that, it wasnt in their power. I told them I would try but the guest was upset and already looking elsewhere, thats where it was left 5 days ago .
I was recontacted by CS 5 days later to try to fix this but it was too late, the customer is gone and according to them they were able to book a stay in another Airbnb, just not mine!!!!!!! I am concerned that this will prevent others that should be able to book us to not do so even though they should be able to. Also, the CS response with robo voice dropped calls, poor comprehension by CS techs and inadequate ability to correct the issue in time to save a booking was unacceptable. Another host @Robin4 in Australia had a similar problem a month or so ago that he wrote about here. Anyone else had this problem? Stay well, JR