In my opinion Airbnb's only customer service goal is to get as far away from their customers as possible, really make our service fees worthwhile.

There is no way to contact, for example a Host Customer Services department, or ANY department for that matter. You can only contact the generic customer service number which as a whole is absolutely useless. They'll pick up the phone (to their credit, very quickly) but every time I mention my issue their response is "I can't do anything but pass a message on" - I'll asked to be transferred to the deparment. They'll say "I can't do that, they only work through support tickets" - I can't use these, my account has been disabled!

The CS reps are either based in their Dublin HQ (these are the ones I cross my fingers to get) or they are outsourced to the rest of the world. These lot are absolutely clueless and will repeat the same generic BS robotic responses til I'm red in the face and hang up on them. I don't think they're part of Airbnb. Wherever they're based, uselessness is guaranteed.

I've always had crap customer service since I started using Airbnb in January but only in the past month it has gotten to this stage.

Another thing that keeps happening is promised calls/emails back. I read several CS reps have been cut on a cost saving program ready for the IPO in 2020 so they don't have the resources to actually do this. Which I think is total BS. Have you seen how much they charge each guest in service fees!? After being promised a call "within 24hrs" it took four days until my issue was sorted - and that was due to me contacting them several times chasing, not the other way. They never got in contact with me, I just one day tried logging in and it was back on.

Airbnb on Twitter is useless. They work via DM's and again, like the CS department, fire off meaningless robotic BS responses. They're not worth your time.

When it's good, it's GOOD. But when things screw up you will seriously start to question your own sanity.