I’m a superhost with 5 apartments. 400+ reviews, 82% five star. 100% response rate, no cancellations ever.
Airbnb just disabled my account. I can’t log on. I can’t see my calendar. I can’t view my messages to and from guests or send them. The pop-up message said to email "firstname.lastname@example.org". Fine. I did. Twice. No response. I called. Gave up after ten minutes on hold the first time. Got through the second. The lady had no answers to simple questions like:
When are you going to get back to me?
What happens to the guests who have bookings? (She said “usually Airbnb takes care of guests in situations like this.” Usually??? Which ones? How?)
If guests aren’t coming, does that mean my apartments sit vacant earning no money?
Should I have my housekeepers come and clean or not? If so, when? I can’t see my calendar. If they come, I have to pay them. I can’t risk not cleaning and having a guest show up.
If Airbnb is really going to move guests into other apartments, what happens if they don’t get through to one?
Airbnb expects me to respond quickly to guests, to provide complete and clear information, etc. It’s very disappointing to find out that after all the money I have invested in renovating and equipping five apartments, they don’t provide the same level of responsiveness.
Up to now I’ve been 100% Airbnb, haven’t looked at any other platforms. Not any more. I’m definitely going to look at software that can manage multiple platforms so that I can spread my risk. (Any suggestions?)