Airbnb Customer Service: Are they “Experts”?

Yet another example of how a multi-billion company is capitalizing on its customer service. So there’s an issue with a guest. After numerous referrals through the help center, I finally get to submit a question directly to an Airbnb customer service agent… I thought. Lo and behold, I receive a reply from an Airbnb expert who appears to be nobody else but an avid Airbnb user who tries to earn some reward points. And yet, he refers me to the help center once again. Airbnb has added another layer to make it virtually impossible to get in touch with an Airbnb representative. Wake up people: the moment you click ‘pay now’ and as a host you click ‘accept’ then the Airbnb community spirit is over. The moment there is an issue you’ll have to wade through hundreds of “help center” pages and then when you finally think you can file a complaint, it’s just an Airbnb “expert”. Interestingly, anyone can apply to become an Airbnb expert. It’s another strategy to put off potential complaints, to limit Airbnb’s already atrociously incompetent customer service and to make you swim in the dark, both as a guest and host. I’ve been an Airbnb host for six years and since last year the number of bookings has been exceeded by Wimdu and VBRO. Make up your mind and move your properties and booking requests to other platforms. Airbnb is digging its own grave.