Awful Airbnb Support

[Michele957]

I recently heard from a friend about their horrific experiences with Airbnb support for a cancellation. As a long time Airbnb super host I was terribly embarrassed and didn't understand what they were experiencing. Until I needed some support myself with a current booking and called for support - as a super host. 

Apparently Airbnb has now outsourced its support department to overseas operators who no nothing and are merely reading out of a scripted hand book, being nauseatingly over polite that is less than helpful, and unable to do a **bleep** thing - other than now making the Airbnb substandard unreliable non trustworthy experience for both their guests and hosts. 

[Marie8425]

@Michele957 

Yes, I am enjoying them again right now.

My tips:

1.  I  realize they aren't reading,   so  I   do  not bother  to explain why I am right.

2. I  only communicate  via email  so I  have written proof  that  Airbnb made a decision  according to their rules.

3. Not just Airbnb  but other companies Customer Support,  no longer recognize asking  for a Supervisor means I have crossed my patience linne with your inability  to understand me. I receive responses   that  II  am not allowed to  speak  to the higher power.  I don't waste time and get frustrated any  more.

4.   I just develo my script  for the problem.  My script only  states the facts, no  logic.  I am sorry  but  they are specifically trained to not  show logic.

5.  The Airbnb Support Employee like us all, becomes frustrated after  my  4th or 5th email declaring my script of the facts.

6.  Then because Airbnb Support is frustrated at my only repeating the facts, not willing  to  argue my logic,  Airbnb Support escalates me.

7.  You have to remember, you are speaking  to the higher power that supports  the company's decision  that Customer Support is devoid of logic.  You haven't won yet.

8..  I don't take phone calls, all communication written.  Again it takes  more than 1 email, but I stick to my script. Usually  after my script consistency logic  miraculized appears without  my teaching it.  lol

9. Yes, it is a time consuming description of  events.  I had to be honest with myself it wa less time  then I was  spending trying to   teach logic.

[Marie8425]

@Michele957 

LOL  The response  I received took 2 days and 10 emails of my script  but better than 2 weeks and 40 emails.

Your diligence and care in ensuring everything is in order and resolved do not go unnoticed. It is heartwarming to see your commitment to maintaining a safe and secure environment. Your consideration for others' well-being is truly appreciated, and please know that your efforts are valued and respected. We understand and acknowledge the importance of the monitoring camera, and we respect your intentions wholeheartedly.

Please kindly disregard the email notification you have received regarding the security camera since it is just a friendly reminder to all the Host, and since you have disclosed all the information regarding your monitoring camera, you do not need to worry.