Why is it so incredibly difficult to get help from Airbnb???

[Eric-And-Arisa0]

The Airbnb number is nowhere on the site, it's incredibly difficult to find a way to email them, and they respond on twitter to save social media face but it seems they only do something to follow up if you really push. 

Airbnb made over $900 Million in revenue this year with a small fraction of that going to operating expenses (which is because we as the hosts carry the majority of operating costs a hotel would otherwise have to manage - we handle the linens, the furnishings, the cleanings, the property maitenance, etc). 

The least airbnb can do for the people who make them money is give them a half-way decent way to air their concerns and resolve their system issues.

I accidentally created a new listing yesterday by checking to see how much a property could earn, it took me 15 minutes before I gave up looking for a solution in their resources or a way to submit a ticket through the website (I had to go to Google to find a number to call, it's nowhere on their site!). I called, it was an easy enough solve that I can't undertand why they make hosts call in to do - if a host doesn't want a listing up, it shouldn't be darn near impossible to figure that out on their own.

[Clare0]

While help is available, finding it is not easy. Seem like it is right up there with tech issues as far as complaints go. 

That said, many hosts and guests don't take the time to research through Help to find the answers to easy questions.  Its just easier to pick up the phone...no wonder there is usually a 30 minute wait time on calls!

[Maryam-Al-Fakheer0]

ABB does not provide toll-free numbers for all countries, such as Jordan. When write a ticket, it takes often about 5 days to find a responce..... if any. More often, the ticket is just deleted without any response. 

[Holly4]

I totally agree. It's really really difficult to connect with the airbnb customer service, and one of their call centers is in the same building my daughter's bf works in here in Denver. I've been so tempted to have him walk into their office with a question from me! Seems like a company this large, built on the work and effort of their clients (us hosts) would have a better way to deliver customer service. Hmmmmph. Sorry, no solutions just needed to vent......

[Laura56]

DITTO THAT!  I use VRBO and they are much more user friendly.  For instance, i want to set a spring daily rate that is less than the summer rate.  Do you think I can do that?  NO!  So I have to either leave up the cheaper rate, and tell people that the summer is more expensive, or leave it up and hope that someone inquires.  And there is NO WAY to contact anyobe at AIRB&B to let them know that they need to fix this..  And who are they anyway??  I am blown away by their yearly revenue.  Where does it go?  To whom?  Certainly not to developement costs on their website because it is the most un-userfriendly piece of hosting software out there. 

[Robin4]

@Laura56...Excuse my ignorance Laura but VRBO!.....is that another expression for Homeaway?...cheers.....Rob

[Robin4]

@Eric-And-Arisa0 @Laura56 @Clare0 ......Gee, I must be so fortunate to be on this side of the world! I have had the need to ring the help desk 6 times in the last 8 months and every time I ring the only compliant I have is, I have to put in my Airbnb listed phone number 4 times followed by the # key each time before I can proceed through the welcome gateway....But once that is achieved I am never more than 60 seconds before I am talking to someone! More often than not the line never even gets the chance to ring before that voice on the other end is 'reaching out' to me!!! I am convinced they are the most easily contactable company I have ever dealt with!

My only other complaint would be, most times when I do get through their advice seems to be pretty ineffective!! cheers.....Rob

[Romola0]

you are lucky...they are charging me $261 and I call and wait 30 minutes before getting so frustrated and hang up. I have had problems before and they treated me terrible....now I can't find out why they are charging me this....how can they not have a good customer servce? They must get a lot of complaints and dont want to deal with it....terrific...finding another company

[Linda0]

Eric and Arisa
As many guests as you have hosted, I am surprised you have not collected the phone numbers for Airbnb from the contact information on the reservations. I have always had quick and great responses to my inquires by Airbnb CX staff. Now, I agree they have terrible glitches on the platform, but their staff always try to be helpfully. Check your reservations for contact numbers for Airbnb.

[Ed-and-Hugh0]

It's easy to unlist a property. Just go to the page where you edit the information. At the bottom left corner is a dropdown box. Just set it to unlisted and it will unlist the property. You don't have to call anyone to do this. The help area explains how to snooze, unlist, or deactivate a property. https://www.airbnb.com/help/article/476/how-do-i-snooze-or-deactivate-my-listing

[Robin4]

@Ed-and-Hugh0 I know you guys can be a bit abrupt, and to the point at times...but you do come out with some bloody good advice.... cheers.....Rob

[Lynda-And-Mark0]

You used to be able to at least chat online...but that seems impossible now too. I feel like moving my holiday home to another site!

[Clare0]

@Lynda-And-Mark0 Have you tried contacting @Airbnbhelp on twitter?  I find they respond within 15 minutes. 

[Sharon345]

VRBO/ HomeAway now owned by Expedia blow this podunk company away!  Deleting my listing today!  Worthless, waste of time...

[Judith16]

I am so frustrated with how airbnb is now that I will stop hosting as soon as I can afford to stop which should be soon.