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.

[Joan2709]

@Chitra21 

Click the camera icon to insert your screen shot. 

As I mentioned in the other thread, this is just a forum for discussion for Airbnb Hosts and Guests. We are not Airbnb Customer Service. We can only offer suggestions.

From your comments it sounds like they are telling you they have escalated the case. Unfortunately, you will have to wait for them to respond. I would ask for the case number to refer to when you contact them for an update on the issue. 

[Rebecca]

Thank you so much for the tag to bring this to our attention and for your support to @Chitra21,  @Joan2709. 

I'm really sorry to hear about your recent experience @Chitra21 and that you're having some difficulty getting in touch with Airbnb Support to get this resolved. I've popped you a message to give you some more information. I hope this helps. 

Rebecca 

[Sara-And-Rob0]

No resolution. No support from Airbnb at all.  There is a lot of thanking me for being a superhost, etc...but nothing is ever resolved.  Every call ends with no resolution.  Many support threads are just closed after it gets passed through one or two different people who can't seem to read back in the thread.  I repeat myself endlessly.

I mostly feel like I am running into a wall, bumping backwards, repeat until I just can't stand it anymore.

Airbnb support used to be the absolute best.  Now it is an ineffective outsourced, necessary action but with no results or supports.

[Lj28]

I am having similar problems. The customer service on AirB&B in remote call centers is limited and dismal. The agents have no authority to help, but they are experts in reciting policy. They are gate keepers to shut out people with legitimate concerns about their stay. They are polite enough, but they offer no real solutions or help. How do I contact a customer service representative in the United States? 

[Sara-And-Rob0]

I have yet to be able to do this.  I think I will have to turn on a VPN which places my phone in the US and try the 1-844 number again.

It is also possible to send DM via X or Facebook but I haven't experimented with it yet.  Next.

[Chitra21]

Unfortunately there aren’t any. I’ve worked in the Silicon Valley and all “customer service” has moved off-shore, predominantly to India from my knowledge (but these days a few other off-shore call centers actually seem to help to some extent, from what I’ve come across in another SV based company). Honestly it’s not really politeness, but more of annoyance and it’s unbelievable how they can robotically repeat the same phrase like a machine no matter how many times or ways you explain your situation, and their only goal seems to be to not provide any resolution to the case even when serious aspects (health and high financial damage) are at risk! 

Very rarely I’ve gotten some help (or at least awareness of other possible options) from local resources and I’ve tried to call at different times to the point of exhaustion but it was almost impossible to reach them again to follow up. “Escalation” only means the same copy / paste answer comes again and again and again…. later.

Also, in my experience, in India call center (erm, “global”, as they put it) asking for a “supervisor”, (thinking they might have more options) only gets you nastier and ruder responses. I ended up getting a ton of that in my case, including, literally, “no one in Airbnb can help you with this”!! When I actually did see several resolutions to similar situations in the forums here. And another, (again a “senior case manager” in the “global” call center) was talking so nasty, and he kept yelling even when I was literally sick from all this stress, “I will not escalate your case” etc. etc. Another one lied to me saying they’re from “legal”!!

I hope I am at least saving you a lot of time and stress to avoid trying at different times or asking for a “supervisor” thinking it might help as I found out the hard way, (at least in the “global” call center) but with any limited resources in the USA, that does help quite often. It seems my host in Europe, is able to reach some helpful local resources (within Europe), try that route if possible. Those won’t be toll-free for US based phone numbers, so it would cost you quite a bit unless the resolution is quick.