How to contact a US support channel

[Sara-And-Rob0]

I am having a very difficult time reaching an American support channel from Europe.  The third party support centers in south Asia are absolutely useless bots that have been given strict orders to not actually support anyone.  I get pre-formed answers to all requests usually ending with 'We're sorry this wasn't the result you were looking for.'

I've heard there are better results in finding solutions, especially with review removals, with US support agents.

I have already tried +1-844-234-2500 and just get routed to India or other points in Asia every single time.  The oddest part is that if you ask them to tell you if they are in the US, because there are people from India in the US so I don't assume they are not, they claim they cannot say yes or no based on policy, but I cannot find that in the TOS anywhere.  

Each day, my frustrations grow with Airbnb's support, which used to be so great, and now always leaves me frustrated and often feeling like my business partner doesn't give a flying heck about anything I need.

Feeling defeated.

[Mike-And-Jane0]

@Sara-And-Rob0 You won't find the location of support in any external policy but they will have internal policies to abide by.

I think rather than concentrate on race/country you should concentrate on the issue you have. It is highly likely that they are giving you the official Airbnb position and it has nothing to do with their race or where they are based.

What issue are you having?

[Sara-And-Rob0 · Accepted solution]

I am clearly not concerned with race, there is only one race, the human race.  

The issue is geographic location.  A third party call centre located in Asia and South Asia, where I am mainly routed, has non-Airbnb employees working there.  In order to control the system, they are given limited abilities to make any changes. 

However, in the US, all support agents work directly for Airbnb and can do more.  Since everything was outsourced for European hosts, all requests for review removal have been refused, specifically.  I cannot succeed, even when there are gross breaches of the TOS by guests.  Of course this is nothing new but the extreme refusal state in place since outsourcing began is unacceptable.  The rule is, remove no reviews, period.

Regarding policies, as we have a contract with Airbnb, we require transparency otherwise, there are no rules to bind us fairly.