Airbnb customer support is horrific. Every time I have sought help, I found no help whatsoever. I have been cut off, told investigations have been opened which resulted in negative reviews, and they do not consider them in violation of Airbnb guidelines. They treat their customers with disgust. I will not be making money for their company any longer. When I unlisted my account I was told to send an email which brought me to a support page that purposely deters people from actually contacting customer support or leaving feedback. The pretense that they are here to help is false, and obvious. They do little to nothing to help, let their agents give horrific advice and support, and let their customers take the fallout for it, all while taking their money.
Their business practices are shameful. I was told to open an investigation with my guests about stolen headphones, which resulted in a negative review (a direct response to the investigation I was directed to open by Airbnb’s support team). The evidence that the review is negative due to this is written in the review. I do not see why that is acceptable. If somebody steals my things and I have to look into it, they are apparently allowed to write that as a negative for their stay. It violates Airbnb’s policy but they have no issue with it. They are making me do this despite the fact the headphones were not in a common area, and should be covered by their host guarantee, which you can never seem to avail yourself of. It is a lie. I do not see why once an investigation is opened, a review can still be left reflecting that. The only reason is simple: they do not want hosts (or guests) to open investigations because it causes them more trouble. They want you to accept your losses as your own and not start an investigation. “Be a good little customer, and there will be no bad reviews and no trouble.” It is that simple.
They deter you from using customer support and their guarantee as much as they can. I was directed to open investigations by their support team regarding my stolen headphones because they stated it was necessary to do so to reclaim the loss. I have now done so, and received negative reviews as a result. This is a direct result of their support team’s advice, and they do not consider it an issue that this is easily possible for reviews to be left in the wake of open investigations that they told me to open. The review does not directly state the entire issue, but does most certainly make reference to it. As Airbnb policy states, a review is disallowed when there is “content that refers to an Airbnb investigation.” It most definitely does refer to it. It is not hidden. And it is through their support that this has occurred. Contact with Airbnb has been meaningless at best. They will not honor their guarantee and they will not honor their own policies when their policies support you. However, they will take 20% of the total booking income, and do their best to make it look like they don’t. I think they need to seriously rethink their policies and staff training.