@Helen370
Helen, these are difficult times, we are in the midst of a global pandemic! Many countries around the world, mine included, are going to be paying for the cost of this pandemic for generations.
Airbnb are seen to be on a knife edge at the moment, and we don't know how real their issues are.
In many areas Airbnb business has never been better. In my state Airbnb reservations for this calendar year are 70% up on what they were last year. In areas where travel is permitted within state boundaries, business is booming......all those international travel dollars are being converted to travel at home!
The extent to which Airbnb have been affected by this pandemic we are never going to know! What we do know is, two months ago Airbnb laid off 1,200 staff members. It's a positive bet that those 1,200 former employees did not come from the Advertising or the programming sections of the platform.....they would have come from 'support!'
I have found as a Superhost I no longer have dedicated phone support ! When I phone in now with an issue I just go into the general phone pool like every other Tom, D*ck, or.... 'Donald'!
There is more pressure on CX now than there ever has been Helen, and I am sure the level of service we can expect will have deteriorated.
Having said that Helen, If you are not getting a response from them through the phone pool I would suggest you try contacting them via Twitter.
Airbnb have dedicated staff who monitor their Twitter feeds, and they seem to have a higher level of expertise than the phone support....are better at decision making and I usually hear back from them within 5-10 minutes of posting my issue.
Step 1: Log into Twitter
Step 2: Search for @Airbnbhelp and choose "Follow" them
Step 3: Send a Direct Message (DM) explaining your issue and wait for their response. They will ask for personal information regarding your listing which may appear like duplication, but what you are trying to do is start a new ticket. Always provide any information over DM so it is not public.
You may get a better response if you do this Helen!
Good luck.....
Cheers........Rob