Amen,
Airbnb's is based on trust: trust of hosts, guests and the guests and hosts trust in the Airbnb platform including customer service. If a host performed to the recent quality level of Airbnb's customer service, we would no longer be a host.
I have thought of a simple solution for Airbnb's lack of quality. The review process for each reservation should include an Airbnb Review feature that guests and hosts can rate Airbnb on their performance. This would send an immediate red flag or "what is working" to Airbnb Customer Service Managers, employees, etc. If Airbnb utilized the Airbnb quality reviews it could be preventative instead of the current firefighting management style. We, too, received an endless loop of generic information referral to the websites when contacting C/S by phone and on the app/website.
Please let me vent: My long-term business guest (over a year now) was trying to extend his reservation for the next four months. When the app/website was accessible, it asked him to verify his identity. Yet, his Profile already showed identity verified. Adding insult to injury, the reservation expired and he was not able to make a new reservation due the platforms failure and Customer Service/ Resolution Centers unprofessional response times. Therefore, the past week he has been staying without an Airbnb reservation. I'm not getting paid. When I did get C/S response, they informed me I would get paid through the Resolution Center. But wait there's more, I have no Airbnb insurance policy for the "no reservation" period .
When we could load the app/website, we would get an error message"429 Too Many Requests". When responding to C/S rep thread for our resoluton case, an error message "unfortunately a connection error prevented your request from being sent. Please try again".
Did anyone have this experience the week before Labor Day?
A week later, my guest was able to make his reservation.
Needless to say,