Specialized Teams and Ambassadors

[Nic15080]

What a joke. They claim they help but never discuss anything with you. They make decisions without completing a full investigation. As a superhost, these teams and ambassadors need further training and should be held accountable. 

[Krista73]

I couldn't agree more.  I have an agent who suspended my whole account (not just the listing in question) after providing evidence several times that I was in compliance with the policies he was accusing me to be in violation of.  I've now called the main support line three times and this issues has been "escalated" to the Specialized Team (what a joke) but I have no way to contact them.  It has been 36 hours and I haven't received a phone call (as was promised), a message, or email.  As a six year Superhost, I'm extremely frustrated by the brick walls I keep running into to resolve this issue, as it is negatively impacting ALL of my listings, not just the one in question.  All because the original agent didn't do his due diligence to confirm that my listing was in compliance.  Now I'm stuck here waiting on a team to contact me.

[William2640]

Just take them to court.  Don't let them waste your time.

[Guy991]

Hello @Nic15080 , 
Thank you for bringing this up.

Unfortunately, @Paula, I don’t have better news. My last interaction with customer service was truly disappointing. I asked a simple technical question and received an answer that I was sure was from an AI bot, as it seemed to pick a few words from my question and provided an irrelevant response. Then, the person who sent the message called me. They were polite and kind and genuinely wanted to help, but they lacked experience, and I felt like I was training them. I had to explain the difference between “listing,” “property,” and “room,” clarifying that not all listings are necessarily “rooms,” and that there are “properties” with more than one room. It was really embarrassing, and I hope I won’t need to call for a dispute with guests, as the level of understanding is not adequate.

Then, the person sent me a reply with about 10 links to Airbnb help pages, asking me to find the answer myself. It was really embarrassing.

If you wish, I can send you a private message with the full correspondence so you can see how embarrassing it is.

All the best, 

[Paula]

Hello @Guy991,

I’m very sorry to hear this.

I’ll reach out to you through DM to gather more details.

Best regards,