The text based AirBnB support service via app is really terrible. Just go straight to phone support with any meaningful matter. It might take a few calls, but when a host is lucky enough to get someone on the phone who is good, it is usually resolved quickly. in my experience, the text based support is spotty at best, very frustrating, and generally I'd give is a grade of D or less.
It's always some random new person writing.
Half the time the key issue / point of the support is missed, in part because it's some random new person each time and in part because time is not taken to read and understand the history.
Half the time they clearly get the host's name wrong, which reflects the obvious lack of engagement.
Often, the cases that should be handled quickly end up being dragged out in a prolonged, dysfunctional, half-baked process that then holds the host hostage for days. A new person checking in once or twice a day saying some nonsense about you being valued and we're looking into it and getting the issue or facts or name wrong. It's infuriating *not* reassuring.
Generally it takes repeated interactions and a combination of messages and calls to get to resolution on a single matter, which is incredibly inefficient for all.
And even when a case / issue is resolved, often messages continue to come in from new people which is annoying,
adding insult to injury when you are already worn out by the inefficiency of the process and are glad for it to be over, or so you thought.
Yes this is a rant... I post it in hopes of saving time of fellow hosts, who with lowered expectations of the text support might save time by going the phone call route.
And I post it in hopes someone can communicate this feedback up the channels to where it has some glimmer of hope of being factored into future continuous process improvement for AirBnB. I'm hopeful, but not optimistic. At best maybe an AI scan of comments will get this info synthesized into some report to management at some point. One can hope.
