Airbnb Customer Service

1. The most out of Integrity company I have ever witnessed four times I've Been Told a supervisor would call and never does one call me.
2. The lack in communication between one Ambassador and the next having to constantly re-explain the entire ordeal.
3. The inability to actually see what was written in email on your very own site by one ambassador to the next.
4. Completely different information and policy from different ambassadors about the exact same case.
5. Your knucklehead people or auto responders are constantly writing me asking me to tell them if I have a problem then closing the case due to "inactivity" within minutes.
5. As a person who trains CS, you have the least informed low educated people I have ever spoken to in 23 years of calling the planet.

airbnb's customer service is poor. Its reps are young and glib. If you have an issue, as I did, with your calendar displaying the availability of your space incorrectly, for instance, the rep will "apologize for your frustration" (this seems to be the customer-service mantra of the 2000s, obviously meant to deflect genuine annoyance or worse outrage on the part of the customer) and then hasten to assure you that "the problem must be with your browser" (which it almost certainly isn't). No attempts to rectify user-unfriendly elements of the website ever seem to be made. Whether customer feedback actually gets as far as people in the organization who would be able to reflect on it in a thoughtful manner and even make some changes is a dubious proposition. There seems to be a smugness that's permeated airbnb's corporate mentality. The one accolade that I can sincerely give to airbnb is: payment for hosts is very prompt.

I recently had an Airbnb reservation in another state that was cancelled the day before because of a furnace problem in the house. Airbnb support contacted me immediately, apologized, clearly explained the issue and their policy, and asked when would be convenient for me to receive a phone call. Shortly afterward, I got a call from a rep who again apologized, offered suggestions (which included an extra voucher to help find another place to stay in case it cost a little more), and they were so kind and helpful. We ended up staying in a hotel that weekend because we couldn't find anything on such short notice, but I was really impressed by Airbnb's response to an issue that wasn't their fault. It was great, actually.