Customer Service?

[Jen11693]

I reached out to Airbnb support and was transferred to another representative. Unfortunately, I was left waiting on the line for over 30 minutes. During that time, I could clearly hear what sounded like someone cooking, along with other household noises, rather than receiving assistance.

This experience was extremely disappointing and unprofessional. It makes me question the quality of Airbnb's customer support. It feels like the company relies too heavily on AI and representatives who are either not properly trained or not fully engaged in helping customers.

As a host, I expect timely and professional support, especially when dealing with important issues. Waiting for over 30 minutes while listening to what appeared to be someone's household activities is simply unacceptable. I hope Airbnb takes this feedback seriously and improves the quality and professionalism of its customer service.

[Jen11693]

[Jen11693]

 

[Helen3]

I would have just called back @Jen11693 

[Jen11693]

I actually did call back multiple times. Unfortunately, one call was disconnected, and on another call, I was put on hold for nearly an hour while being transferred between different representatives.

At this point, I’m honestly so fed up with having to call back repeatedly just to get someone to properly review the situation. I understand that support agents are doing their best, but as a host, it’s extremely frustrating when you’re trying to resolve an issue and keep getting passed around without a clear resolution.

[Lorna170]

@Jen11693  AirBnB outsources their customer service to agencies who provide bodies who are working from various locations -- not necessarily a call center of employees at desks who work ONLY for AirBnB -- if you get a poor response from a CS agent, hang up and call back.

[Jen11693]

I understand that Airbnb outsources its customer support, and I appreciate the insight. My concern isn't necessarily where the agents are working from, it's the level of service being provided.

As hosts, we rely on timely and reliable support, especially when dealing with urgent guest issues. Having to wait on hold for 20–30 minutes, or needing to hang up and call back in hopes of reaching a more responsive agent, isn't an ideal solution. It adds unnecessary delays and makes resolving time-sensitive matters much more difficult.

Regardless of whether support is provided by an outsourced agency or an in-house team, I believe Airbnb should ensure a consistent standard of service. Hosts and guests alike should be able to expect prompt, professional assistance without having to rely on luck to get the help they need.

[Elisa]

Hi @Jen11693 😊, 

I'm really sorry to hear about this situation!

Have you been able to connect with Customer Support yesterday?

Do you still need help with this?

[Jen11693]

Hi Elisa, thank you for checking in.

I didn't proceed with this issue because I decided not to continue pursuing the case I was handling at the time.

However, I'd like to emphasize that my concern isn't just about that specific case, it's about the overall experience with Airbnb Customer Support. As hosts, we don't always have the time to spend waiting in long queues just to receive assistance.

It's been consistently frustrating. Being placed on hold for 12 minutes or more has become common. Just this week, I was on a call where I was put on hold for 32 minutes. On another occasion, I remained connected while there was no response from the agent for more than 20 minutes, even though they were actively responding in the chat.

I understand that delays can happen, but these wait times and communication gaps make it extremely difficult for hosts who need timely support to manage reservations and assist guests. I hope Airbnb can improve the responsiveness and quality of its customer support, as this has become a recurring issue.