Dear Sir*Madam** I would like to raise a formal complaint against how your are handling...

GetHuman-aa_ftse's customer service issue with AirBnB from November 2018

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The issue in GetHuman-aa_ftse's own words
Dear Sir*Madam** I would like to raise a formal complaint against how your are handling calls due to two occasions I called yesterday (********) to raise a business critical major and yet on both occasions neither done anything even though I spent so much time with them and reassuring me that they had both escalate this urgent issue.** **I spent an hour on the phone to your first manager ,Justin yesterday, trying to explain my listing isn’t visible and after having to* spend considerable time helping him comprehend the problem , he promised me he would call me back in ** mins with a resolution .** **I AS it happened I done my own analytics and I had no faith in your managers and identified the problem myself after an hour, so called back only to find this new manager (Lawrence) admitted that the previous manager *( Justin ) ignored this case and hadn’t done anything about it and furthermore refrained from logging it with your technical team .**SO I had to explain the problem again this to this new manager (Lawrence), and we both agreed that it appears Airbnb are now penalising me for being a superhost as you have removed my listing when all guests do default search without using the superhost filter.** Laurence said he will promised to act on this due my loss of earnings and assured he would not ignore this like the last manager but escalate this. And when I asked for a reference number he provided one , which reassured me that he wouldn’t just ignore this like your last manager as he appreciated you are preventing guests from booking on the platform and thus losing revenue as Lawrence agreed that nobody on WWW can see my listing, other than just within the limits of your Airbnb network infrastructure which is why I have no views this month .** **I phone again today (*******) for an update quoting the reference Lawrence gave me But your new manager Georgia stated Lawrence had neither made any notes and also the ref member he gave me intentional false.**Since then I have been trying all day to try and get some help with investigating this and tried with your next managers**Georgia**Alaniya**Napoloeon**April**Jean**But finally managed to get to their manager (Angel) who wasn’t prepared to help me resolve this urgent problem by allowing me to speak with some with a level of competence but instead her way of escalating this was to passed me back down to Jean who even admitted he is “script “dependent as you can appreciate how frustrating it is when after all this Angle sends me back to where the problem of her department exists and had to spend more futile time without what some of your hosts would view as soulless robots who just repeat scripts all day as a “one size fits all “ solution .** Below is showing that if you conduct a search from any PC, Tablet, phone or any browser you have penalised me for my superhost status ..**And will continue to be zero if you dont remove your process of penalising me for being a Superhost**This first screen shot shows a typical search with the usual default and thus proving nobody can see my property as a Superhost :*****But the only way a guest can find my property if they go through all the filters and try and find "SUPERHOST" as below:***:****Therefore can you please:*** Raise this as a formal complaint***. Provide me with an update from a technician and not one of your managers from Angels team. **Best regards**Axel

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AirBnB

Customer service issue
Reported by GetHuman-aa_ftse
Nov 13th, 2018 - 2 years ago
Not resolved
Seen by 7 customers so far
Similar issue to 4734 others
0 customers following this

Timeline

GetHuman-aa_ftse started working on this issue
Nov 13th, 2018 6:20pm

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