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[Matt5116]

Over the past few years my family and I have had many terrific experiences and a couple unpleasant ones while renting. 
the hosts have always been very friendly and compassionate with any concerns. However Airbnb itself and more specifically the support staff began a decline in service. We have definitely noticed a major decline post COVID 19. Air bnb support services have become so poor that I have been forced to reach out here on this forum as a response from them in direct message is so lacking. 
I am a proud land lord who strives to keep good tenants and would do anything in my power within reason to keep them returning. 
as a guest with Airbnb my family and I have been good ones and we have not received the support from Airbnb services that one would expect. We will not consider adding our properties to this service until major improvements are made with airbnb support. 
please let me know your thoughts fellow guests and owners alike. 
thank you for your time. 
Matthew. 

[Mike-And-Jane0]

@Matt5116 we have been listing for 3-4 years and have only contacted support once where we really had to due to us getting covid and needing to cancel a reservation. My point is most things can be dealt with direct with guests so the level of support is a 2nd order issue for us

[Matt5116]

Thank you for your response Mike and JaneO

glad for you experience went well. 

[Bhumika]

Hey @Matt5116 ,

Thank you for taking the time to share your thoughts. We are sorry that you have not had the best experiences with the support services. 

Is there any recent experience you had trouble getting support on? If so, please feel free to share it with us. So that we can get back to the related team with your feedback and concerns.

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[Matt5116]

I am still waiting patiently for a response from 2 days ago. I contacted air bnb about a coupon issued after a cancellation however no response. Prior to this request stemming back approximately 1 month ago same question as to coupon being issued and no response from air bnb support. A lot of put off response but no real ones. 
Any assistance would be greatly appreciated thank you. 
Matt

[Bhumika]

Thanks for the prompt response @Matt5116. I have passed on your feedback to the related team hoping they would get in touch with you! I hope someone reaches out to you soon.

Can’t find what you’re searching for? start a conversation

[Helen3]

I've been a host for six years and have only contacted Airbnb support a handful of times. Mostly when they helpfully accept bookings on days I have blocked out on my calendar @Matt5116 

Seeing the appalling way Airbnb are treating hosts at the moment in terms of non payment and suspending hosts on the say so of guests who party or damage a listing and then complain of 'safety issues' when they are caught out on camera, I would never recommend Airbnb as a marketing channel to my fellow STR business owners. @Bhumika 

[Matt5116]

Thank you for your response Helen3 

[Fred13]

What is - '... a coupon issued after a cancellation...'? A voucher of some sort?

[Matt5116]

yes that’s correct Fred13. 
it is usually issued as per Airbnb policy as a gesture in the event of a cancellation by the host. 

[Fred13]

Ah, got it.