1 STAR — 10 Years as a Host and This is How Airbnb Treats You
Airbnb's Smart Pricing tool priced my 2 bedroom fully equipped Bondi Beach apartment LOWER than a hostel bed shared with 6 backpackers. A 10% promotion for 5 star guests was also active on my listing without my knowledge, pushing the price down even further.
When I called Airbnb for help:
— The first ambassador couldn't tell if I was a host or a guest and couldn't access my account for 15 minutes
— The second refused to put me through to a supervisor
— The third spent over an hour on the phone before saying they couldn't help
— The supervisor told me Smart Pricing wasn't active — I have my payout breakdown proving it WAS, with a nightly rate adjustment of -$177.66
— The supervisor refused to give their name or a case number
— Airbnb refused to unblock my calendar despite their own tools causing this situation
After 10 years of loyalty this is how Airbnb treats their hosts. Reading from scripts, refusing to escalate, and leaving me with no choice but to personally ask my guest to cancel a booking that should never have existed at that price.
Airbnb used to be different. The support has completely collapsed. I am now escalating to Fair Trading NSW and the ACCC.
To every host reading this — check your Smart Pricing settings and check for any active promotions you didn't knowingly set. This can happen to any of us.
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