Airbnb Host and Investors Forum General Complaints 1 2 Next » A Short Term Rental (STR) Forum Community

[32Lat10]

Why is it that first-line agents are never helpful and apparently powerless to address or fix customer issues? They seem to have the same information that customers have and nothing more. They need better insight into what is causing issues and how to resolve them. Among the dozens of corporate customer service agents I deal with Airbnb customer service is by far the most frustrating.

[NYTA]

The most annoying thing for me is them telling me they are working on an issue and they close the issue and I have to say yes I still need help then I explain and they say they are working on it and then they try to close it again. After a few rounds of this it gets escalated and I tell them not to close until I confirm the issue is resolved.

[h20gal]

I once had Airbnb customer service ask me to refund a guest after they had a party with extra guests over max occupancy, had their stay cancelled, were trespassed, and trust and safety had already removed their account.

[back2thebay]

It’s crazy how things have changed. I once booked an Airbnb in 2020 for Hawaii. When lockdowns happened in March/April I had to cancel since we weren’t allowed to go (unless you quarantined for two weeks). The host and Airbnb really fought me and had to provide all this proof of Hawaii Covid policies. It took me forever to get a refund!!

[kaien4]

Protip.. if you time your call to customer service you can get agents from different countries. Personally, I've had a much better experience with agents from the Philippines office vs those in the India office.

[barman1970]

When we had an issue we spoke to resolution team and they were well trained. A first line CS agent had refunded money back to a customer even though there was proof that they had brought extra guests overnight. He said when we refund inappropriate amounts please call and ask for the resolution as many times as you need to until one of us calls back. Ask for it to be escalated to resolution as mediation. That is how we got to them.

[wco81]

Why is it that first-line agents are never helpful and apparently powerless to address or fix customer issues? They seem to have the same information that customers have and nothing more. They need better insight into what is causing issues and how to resolve them. Among the dozens of corporate customer service agents I deal with Airbnb customer service is by far the most frustrating.

Believe it or not, I think VRBO is worse