Many Airbnb customers mention the exact opposite happening.ĥ. They often lose track of your service tickets or close them prematurely.Īs most people who’ve dealt with a call center know, a service ticket is your lifeline to a solution, and it should remain open and in the right hands until it’s resolved and you have your solution. In the business world, that means losing a customer.Ĥ. If a customer feels that their story is falling on deaf ears, they’ll do one of two things: escalate the issue to someone who WILL listen, or disengage entirely. They dish out canned responses left and right, but they may not actually listen or engage.Įngagement with the customer is key when problem-solving, and Airbnb does a LOT of problem-solving.

When you call a support or service team, you expect them to make you feel valued and listened to, right? Unfortunately, that’s often not the way that guests report feeling after their interactions with Airbnb’s Customer Experience team.ģ. Their representatives can make you feel like they’d rather not be talking to you.

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