"... emphasize that the customer service team at airbnb.com has been wonderful..."
reconcilable with this:
"...My next call was to airbnb.com - I tried their "urgent" line, their email address, their general customer support line. I heard nothing - no response whatsoever - until the following day, 14 sleepless hours later, and only after a desperate call to an airbnb.com freelancer I happen to know helped my case get some attention..."
Does that mean you'd have to know someone who works at AirBnB before you can get customer service? I've heard similar stories about Google, too.
"... emphasize that the customer service team at airbnb.com has been wonderful..."
reconcilable with this:
"...My next call was to airbnb.com - I tried their "urgent" line, their email address, their general customer support line. I heard nothing - no response whatsoever - until the following day, 14 sleepless hours later, and only after a desperate call to an airbnb.com freelancer I happen to know helped my case get some attention..."
Does that mean you'd have to know someone who works at AirBnB before you can get customer service? I've heard similar stories about Google, too.