What to do when you hit a dead end with customer service

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I have reached out to customer service regarding two issues. Neither were resolved to my satisfaction, only because they really did not understand my problem and question. Both cases were basically closed via a rather canned email “resolution”, stating nothing could be done, and directly me to an AirBnb link explaining their policies. They did not address my particular unique issue.

Would you suggest I just email back and explain again? Or should I call back and start over, hoping for someone with more experience and understanding?

Is there a way to reach customer service beyond their Superhost 800 number? I just wish there was a way I could speak with someone here in the states with experience.

Thank you!

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What were your unique issues?

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Sorry this is going to be a lengthy explanation! :slight_smile:

Issue #1. I am disputing my 99% response rate. :frowning: Several weeks ago , I received an inquiry, and before I had a chance to make the 24-hour reply, the inquirer actually made a reservation with me, to which of course, I responded to immediately. AirBnb believe these were two different people and therefore, docked me for not replying within 24 hours to the inquiry. They were not two different people. They have the identical (unusual) first name, they come from the same small town in upstate NY, and they wanted to book for the same two nights. The problem is that when the guest made the inquiry, she used her maiden name and when she actually booked, she used her married name. I am so sure of this that I have reached out to her (she stayed with us in April) to confirm this. I have been told they cannot change my response rate back to 100% because I never replied to Inquiry #1. If they could do more research (even contact her directly), they would see that they are in fact, the same person. I would just like to have my 100% response rate restored and given the circumstances, I was hoping they would. I was told nothing could be done.

Issue #2: I just happened to be going through all my reviews that I have left, and came across one from three weeks ago that I most certainly did not write. It is about a 6-sentence review. The last two sentences are mine. It is a very postive review I left. However, the first part is clearly a review by someone else, about someone else. The guest name is different from my guest’s name. When I spoke to CS, she absolutely agreed with me that the review made no sense, as it talks about other people. Not my guest. Furthermore, you can just imagine what my guest thought about it when she read my review, and she herself, is a superhost as well. In any event, I received an email back the next day that reviews cannot be changed after 48 hours, and inviting me to read the online policies about leaving reviews. I just need someone to agree that somehow, two reviews for two guests got rolled into one, and just remove the section that doesn’t belong.

If I could just speak with someone with any authority, I have no doubt they could resolve this. Especially issue #2, since it was clearly an AirBnb glitch of some kind.

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Well, neither of those is actually a big deal. Neither one will affect you in any significant way. I’d just drop them both.

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Issue #1 I can’t imagine wasting a minute on this. There’s nothing wrong with a 99% response rate, jeez. I realize it was done erroneously, but not worth spending hours with CS over.

Issue#2 The review policy it violates is that it is irrelevant, that is the basis on which you can push for removal. It’s a truly bizarre glitch, that a different review would appear as half of yours.
But I wouldn’t waste much time on this, either. I’d just ask the guest to leave a response saying that the reason the review doesn’t make sense is that there was a tech glitch and only the last 2 sentences were written by you, the beginning was somehow conflated with a review by a totally different host for a totally different guest.

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This is exactly the advice I would give someone else. I just have a hard time applying it to myself! :sweat_smile:

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You are right, 99% is nothing to complain about. I will (try to!) let it go. As for the issue with the review, that’s a good suggestion. I will see what I can do about adding something. Or asking the guest to do so. But I still think AirBnb should fix it! :sweat_smile:

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I would let it go, move on.

RR

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So, in these cases, Airbnb’s CS was 100% accurate. Reminder to all: Just because the answer you get from your inquiry is not what you expect or want does not mean it is wrong…

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I agree with Rebecca. I would just drop it. It’s not worth the time and effort required to deal with Airbnb. For issue #2 I would contact the guest and explain there was a computer glitch that combined someone else’s review with yours and apoligize on behalf of Airbnb.