We have listed our vacation rental on Airbnb for ten years and always had a five-star rating. Recent policy changes seems to be paired with horrible customer service and you cannot get past the person that answers the phone but can never help you. Phone calls are answered by apologetic people who cannot resolve issues nor can they pass you on to someone that can.
Our listing was disabled two weeks ago. It has taken many calls to find a reason with the same answer: that there is a specific department that deals with that and they only communicate via email. Apparently neither they nor you can email them; you have to wait for them to email you and that never happens.
I have repeatedly asked to speak to a supervisor or someone in a position that can help me but they just say they will notify them of my situation. We are a highly popular rental and have lost thousands in recent cancellations due to the pandemic and the lack of being able to get an answer to our issue via a simple email is outrageous and costing us even more as we sit unpunished.
What does it take to get someone at Airbnb to actually help you?