Ok so has anyone been able to get support from Airbnb? They have completely removed the ability to call them from the website, the chat option goes silent, and they respond with a canned message 72 hours later basically stating the problem has been escalated to the highest level. I have managed to solve my problems on my own, but my son and a friend of ours have properties with actual issues that will not resolve without assistance.
Son: he has been attempting to contact Airbnb regarding guests that stayed over the allowed amount in his home, they have refused to respond to him and when he went over there he spoke with them and they agreed to pay his fees if he sent them if they could stay, his initial thought was to have them leave, but they traveled from 10 hours away and had 4 children with them, so he agreed to his normal fees, offered them some more towels and an extra set of sheets for the pull out couch. He documented the interaction and sent the guests an amendment to the bill (which they never accepted as promised) they are now gone and he has been trying to resolve this for almost 2 weeks and keeps getting canned messages.
Friend: a guest has over flowed a tub, it has caused damage in the kitchen ceiling below, she needs to cancel the next two reservations to get the damage fixed. She has been trying for 4 days to get some help for this, one of the reservation is the holiday weekend and she fella really bad, but she can’t rent the home with the ceiling pulled out. She has contacted Airbnb repeatedly and has now contacted guests as she wants to give them the opportunity to find another place to stay. Her initial contact with Airbnb was to report the damage well over a week ago, it has been determined that there is no leaking pipes in that area and it appears to have resulted from their huge jacuzzi tub being over filled or kids playing in it and water splashes over.
Where is the support in an emergency, right now is all they are doing is collecting their share of the money and we are left to flounder? They crapped on host during this pandemic, and we are well into it now, they need to figure out how to provide support or lower fees if we are left to do everything on our own.