Dajana, you are absolutely right. AirBnB makes it IMPOSSIBLE to talk to anyone of any importance. AirBnB would compete nicely in a competition for the WORST customer service ever. Can't tell you how many times I've called them and got a person who didn't seem to know much about even the basics. I politely thank them, hang up and call again. Eventually you get a person who seems to be knowledgable, but has NO power or authority to pass you up the line or even to get someone else to look at your situation. They say they'll pass your case on, but either they don't or it's ignored. Look at the history of some high-profile cases of really serious matters that have made the news that were not handled well at all by AirBnB.
Sure, we could just stop using them, but that's not the point. They should be better for what they're raking in.
Years ago, I asked them to add just three words to the line of their programming code that listed "hot tub" as an amenity: "or steam room." Such a minuscule request, requiring hardly any effort on AirBnB's part (just find that line of code and add the 3 words). Well, I supposedly did get passed up the line, and someone who passed himself off as a supervisor sympathized with me, even saying, "You're right. People in the south have hot tubs, people in the north have steam rooms. It would be a great incentive for someone to rent your place if steam room was in the list of ameneties."He claimed they'd make the change, but of course nothing happened.
For months, I followed up every 2 weeks before giving up. It wouldn't be so hard to swallow if they didn't go on and on about how much they care for their hosts and do everything they can to support them.
Seems to me they're only interested in big dollar signs. I don't want to quit them, but it sure would be nice if they'd use some of that daily fortune they rake in to provide better service.
