Since December 26th, the day after our check-in for what had hoped to be a nearly three month holiday, has turned into more of a nightmare in dealing with AirBnB Support. The basis of the issue with the property (mis-represented location, poor maintenance, and poor Host) was the reason for reaching out to Support, but honestly this has become the bigger issue. It seems that the AirBnB business model is one that does not allow Support to answer Guest questions. The model also appears to not allow a Support agent to honor a request by the Guest, to escalate an ongoing issue with AirBnB Management. I'm not sure how this model is going over, but it has certainly left an impression on me/us.
A very highlevel summary: We first reported the property mis-representation and maintenance to AirBnB, then to the Host as directed. After the Host reluctantly and with attitude did address a few basic items, we asked AirBnB Support a few simple logical questions on how we might exit and find alternate hosting. This seemed simple enough after reading the AirCover policy. After ten days and over nine Support agents being involved, they ignored our pleads to just answer these very simple logical questions about how we could proceed. By the time the ten days had passed, our opportunities to rent alternate property in this area were mostly passed, as most hosts for long term stays require three months. I proceeded to find our own alternative property and was advised that we would have to live our thirty day notice in this property. I continued to question why the AirCover policy didn't apply, but remember questions don't get answered by Support.
This week, now five weeks into being at the original property, I wanted answers to questions about our treatment by AirBnB Support, and what the purpose of having a policy (AirCover), if the policy wasn't applied to support Guest issues. The result of asking six quesitons around those topics has resulted in the exact same response..... No Answers. Support ignores my ask, passed the issue on to the next shift, claims they are there to support, but yet refuses to escalate my request and answer those questions. Yesterday we came to a stalemate. I stated that I appreciated the offer to address the property issues, but first - as the paying Client/Guest I wanted answers to my questions to AirBnB. Since then, now well over thirty hours, no response in the open Case.
Please advise why the AirBnB business model for Support would take this approach to further inflict issues, when they are already dealing with issues with the property or Host?
I also still want my questions answered and I'd like discuss further the offer that would allow us to exit early. Haven't we suffered enough?
