I have been an airbnb host for almost 2 years now. I had over 700 reservations through my personal and corporate account. Things in AIRBNB have changed lately and I can guarantee one thing CUSTOMER SERVICE FOR HOSTS sucks.
Things are getting scary. I am getting cancellations everytime with no reason. Everytime we call, they just tell me to wait for a case manager to get in contact with me. I have pending resolutions for over 2 months.
The last reservation cancelled by a case manager was a few days ago. The guest had the reservation confirmed weeks ago. He wrote to me through airbnb asking to swap dates because he made a mistake. This happened at 1am while I was sleeping. I got an email from airbnb 20 minutes later asking me to respond before 1 hour, or a case manager needs to get involve. All this happened while I was sleeping. As I didnt respond before 2:20 am, a case manager got involved and cancelled the reservation to the guest without penalty.
I called next day at 8am to my guest, but I couldnt contact him because he is located in India. I contacted customer support and they just told me the decision was already made, there was nothing else to do.
This is only 1 of my hundreds of different open cases I have with airbnb right now.
Is really frustrating things have gone this far. Airbnb is NOT taking hosts seriously. This happened 6 times in the last month. I have open cases for over 2 months.
I even got a reservation that checked in into one of my properties overseas and the day after I tried contacting my guest through airbnb and the the profile was pending some verification so I was NOT able to contact my guest who was already staying at MY PROPERTY. At airbnb they asked me to wait while I had a guest who wasnt verified and even INSTANT BOOK my property.
All this have make me realize that I had to stop trusting airbnb and move to other platforms that takes you seriously.