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.

[Isa20951]

I'm in the US just north of California and I'm having the same terrible experience with airbnb customer service and unable to reach a manager. I get replies between 11pm and 3 in the morning! There is no longer USA based support no matter when I call. 

[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. 

[Isa20951]

Did you find an answer to receiving USA based customer support? The representative told me she can only call me back 6pm-3am PST. I requested my call be escalated to someone working in my time zone. I will see if someone calls tomorrow. 

[Jewel0]

bumping this as I too am trying everything to reach US base support.

[Danelle21]

I completely relate. I’ve also struggled to get through to a US-based support agent, and the overseas call centers only give scripted replies with no real resolution. It’s discouraging, especially when dealing with serious issues like false reviews. Airbnb support used to feel like a true partner,  now it feels like we’re shouting into the void.