Their customer service is HORRENDOUS. I Think it’s also mostly because they outsource to countries were the people, even though they might mean well, have absolutely no idea what customer service means or have a very different concept of it (which is just to apologies without really practically solving the problem or making things right. Their making things right is just being polite and apologizing).
But AirBnB knows this. They make exorbitant amount of money yet offer shi**y service. Why hasn’t another company taken over yet?
This isn’t true at all. Most of the policies are ok, trying to protect guests and hosts fairly. The problem is it’s a complete crapshoot getting a rep who knows the rules. I’m a host for 6 years with 1000s of reviews, and about 50 stays as a guest, I have never had a good interaction with support, where I don’t have to argue, send them screenshots of their own policy, then do that again 3-4 times when the chat person goes on vacation, I get a call from them, then an email. All from different supper people, all who don’t have to review what’s already been going on with the case. Their support is SO poorly trained and just gives platitudes but 90% of the reps don’t listen/ read/ understand the issue.