@Joe3792
Hi, it seems like you’ve done everything right. It’s frustrating when the support isn’t as speedy as we would like them to be. Sometimes we get handed off to a different agent because their shift ended or it seems sometimes like they are more interested in closing a ticket than actually providing the help you need (I wonder if it’s a metric that they are graded or rewarded on).
This is not a direct customer support place but rather a forum for guests and hosts to share, vent, ask for help, provide help and the like. It is moderated by community host managers who can flag your issue and send it to the right team. @Bhumika @Paula @Rebecca could you assist Joe with his issue?
I find I get the fastest support when I call in and speak to an agent. I’ve chatted before and they do call me but I may be busy when they do so they leave a message then message me on the app. I do like to have a running thread of the issue so I do like to keep the case open on the app or messages until it is entirely resolved (as they sometimes like to close the message even though it is still being worked on). Some agents are better than others on resolution so you can always call back and mention your case number so they can read the thread of what has been going on. It also helps if the guests call Airbnb support directly as sometimes they are more efficient with guest complaints than host complaints. I like to show them that I proactively called in regarding an issue that could negatively impact the guest and ask support to call the guest to help out.
Hopefully the community managers will reach out with a direct message to assist you more.