I have a guest right now who was scheduled to stay almost three weeks. Last night, he said that he wanted to cut his reservation short due to a personal issue. No problem, thought I: I'll just go and modify the reservation. Unfortunately, when I went to modify, it didn't remove the long stay discount and was therefore giving the same lower price per night that was applied to the longer stay. It wouldn't let me modify the price, so rather than just rolling over and accepting it, I decided to contact Airbnb. I didn't have high hopes based on the recent reports in here, but I though I'd give it a try and see how it went.
12:09 am - I messaged @airbnbhelp on Twitter explaining the situation and what I'd like to do.
12:25 am - Someone from the social media team sent me a message saying that they were forwarding my message to the appropriate team to assist me and someone would message me shortly.
2:25 am - A case manager messaged me, letting me know they were reviewing and they would get back to me shortly.
2:32 am - The case manager acknowledged what I wanted to do and asked me to confirm that it was okay to proceed with the reservation change. She also sent a message to the guest asking them to confirm.
5:51 am - I confirmed that everything looked good and it was okay to proceed.
6:18 am - The case manager made the adjustment and everything was completed.
So in just over 6 hours, everything was resolved exactly as I had requested.
I'm not sure if this was a fluke or if things are righting themselves, but I was very impressed with the speed and effectiveness of the service I received. Hopefully it's the latter and there are better times ahead.