AirBnB Support

[Katherine1397]

Does anyone know how I can get a real human being on the phone to discuss a problem?

I have spent three days now with AI agents and few Filippino call center staff members who are so poorly trained that each time I ask a question they put me on hold for a number of minutes then come back and read an answer to a question that I didn't ask. Then I keep getting AI messages that say I hope we answered your questions, can we close the case. When I say no that my question is this I get put in the same loop of "Can we close the case".

Eventually, I get a a message that says that it is from a "real human" because they have a name (don't AI agents have names too?) but they ask if they can can call me to solve my problem and then never call - just keep asking the same questions that repeat my questions from before and give me the same irrelevant answers but never call. How do I actually speak to a competent person (that speaks fluent English with an accent that I can understand)? 

It is so ironic that all I want to do is find out how to send a Welcome Letter and House Instructions to a guest in the form of a word document or pdf and no one can tell me how to do it. If I offered my guests the same awful customer service that AirBnB is offering me, I wouldn't have any guests and AirBnB wouldn't have revenue. Is there a better business bureau or some way that we can report this?

[Jayne-And-John0]

Things seem to have drastically changed with their cystomer service. I would try their in danger dept. As they may put you through. I am in the loop that you are. I am very shocked they used to be so helpful. They re- advertised my neighbours property after 8 years of him not wanting to let and Put the marker in my property . People keep contacting and turning up! Sorted after 5 hours. "Computer says no". I used that danger dept in the end and did get it sorted but no compensation for my troubles even though I felt oblidged to have someone stay ! 

[Patricia2526]

Hi @Katherine1397 

To answer your question about how to send your house instructions or guest guide in PDF form, you can easily create one using Canva. You can design your house manual, check-in instructions, house rules, Wi-Fi details, directions, and other important information, then save it as a PDF and send it to your guests through Airbnb.

If you’re not familiar with Canva, you can also use Microsoft Word or Google Docs. Create your instructions there, then save the document as a PDF. You can also save the pages as images if that’s easier to send.

Just remember that Airbnb only allows files to be shared through the message thread after the booking has been confirmed. Make sure the file does not contain any phone numbers, email addresses, or other contact information that could be used to communicate outside Airbnb.

I personally recommend keeping your guest guide simple, organized, and easy to read. You can include things like check-in/check-out instructions, Wi-Fi information, appliance instructions, house rules, parking details, building amenities, emergency procedures, and helpful information about the property.

This is also a great way to avoid sending long messages with too much information. You can simply send the PDF through the Airbnb message thread and tell your guest that it contains their complete guest guide. Just make sure all important information is also communicated through Airbnb messages when necessary, especially anything related to check-in or urgent instructions.

[Shelley159]

As you can only upload photos or videos inside the Airbnb message thread, make a PDF, open it on your phone and take a screenshot @Katherine1397 

It's then in photo format.

[Helen3]

That's not something you need to ask customer services - you can find information on the Airbnb Help website.

you don't need to send a PDF you can 

1. Set up a welcome check in message with your welcome letter

2. you can add your house manual under your check in instructions 

@Katherine1397 

[Paula]

Hello @Katherine1397, I’m so sorry to hear that you’ve had this experience with the Support team. I’m leaving the link here where you can share your feedback directly with Airbnb.

Have you had a chance to read the suggestions shared by other hosts?

Please keep us posted.

Regards,