Horrible Customer Service. Is this a joke airbnb?

[Alexandra1554]

Every time I call airbnb I get someone who is utterly incapable of putting together a sentence let alone answering any questions I have. Like is this a joke? Whoever airbnb has outsourced support to is completely *bleep* Airbnb. I desperately want the recorded call copy so that someone higher up can listen to what I just experienced and make some massive changes at Airbnb.

[Huma0]

@Alexandra1554 

No, I'm afraid this isn't a joke. It's the 'new normal' at Airbnb since they laid off much of their experienced and trained staff due to the pandemic and replaced them with outsourced, poorly trained, poorly paid and powerless 'call centre' staff (in fact, most of these CS reps are not in a call centre but working from home).

It's a total shambles.

[Alexandra1554]

airbnb‘a new support people will ask you pointless questions over and over again just to waste time such as “what’s the res #, name, etc” even if you literally had to select the exact reservation in the chatbox to even start the chat! So inefficient. Once you provide the details yet again, they make you wait on hold for a long period of time and then come back and ask you the same questions and then transfer you to sometimes the same person who then asks again for these ridiculous details you’ve provided 6 times already. And then they say “oh I can’t find it can you repeat it” “let me transfer you to a specialist” “please hold” over and over and over again until 1 hour later you’re still being asked what reservation

[Alexandra1554]

Omg it’s actually creating a big problem as nothing can get solved and some issues are pretty big ones. For example, I noticed recently Airbnb is sending “special offers” and lowering the price of one of my listings below my min set price and without any approval from me! Someone just booked for 5 nights and when I click break down it doesn’t give a nightly rate it just says “special offer” and you can clearly see in the chat history there was never a special offer sent or even discussed! It’s crazy.

[Gerard88]

I concur entirely. I am leaving the patform as a result of this issue. It's always been a primary-guest driven service with false claims and little actual actions. 95% of my issues are with AIRBNB; not the guests! \

I was promised free photos as a SuperHost. The photographer charged me and AIRBNB very reimbursemented me despite several attempts.

I had shady guests that complained of a water leak that never could be traced; and I'm a professional handyman and engineer. Suspect they were going to pack the home, but the Ring camera realized that I would know the extra number of guest and be charged accordingly per my explicit pricing structure upfront. Then AIRBNB penalizes me for this nutty encounter and removes my Super Host status. 

There's much more, but now we cannot even check if potential guests are scammers with such limited verification screening on AIRBNB's part. 

Now CA and San Diego has gotten very legalistic and restrictive for even one-house owners that both live/rent part of it. More fees to who???

Enough! Good bye and onto other platforms that treat me as a valued customer for over 3 years making money with their absorbent fees.

[Bhumika]

Hey @Gerard88 ,

Sorry to hear that your experience has not been as smooth as you expected! And appreciate your putting forward this feedback.

Is there any recent guest experience that you are seeking help with? 

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[Coco-Marie0]

What platform did you move to? I’m considering moving

[Matthew2036]

VRBO

[Coco-Marie0]

I completely agree. I am at my wits end tonight. 

[Saravanan9]

It's not even a joke, just ridiculous and out right horrible.. it won't be too long airbnb can survive like this

[Matthew2036]

Yeah, i've even had the customer service tell me features are not available when indeed they are. It feels like airbnb is sourcing out to a call center **. Thinking I'll switch to VRBO

**[Location removed to avoid Generalizing Content in line with the Community Center Guidelines- Location/Language of a Support service has no correlation with the overall service. Please be mindful when talking about our Support Staff ]