I am a highly experienced Customer Support professional specializing in the Airbnb ecosystem with a proven track record in complex dispute resolution and high-tier host management. Having progressed through three specialized levels of Airbnb support, I bring a "policy-first" mindset combined with the negotiation skills needed to protect your business reputation and bottom line.
Resolutions 1 (General Support): Expert in managing the fundamentals, including general guest and host inquiries, alterations, cancellations, calendar management, and tax information.
Resolutions 2 (In-Trip Crisis Management): Specialized in handling "live" reservation issues. I am your go-to for resolving messy listings, broken amenities, lock-out problems, and check-in hurdles while the guest is on-site.
DMHS (Direct Managed Host Support): Upskilled to support Tier 1 to Tier 3 Hosts and SuperHosts. I specialize in the "business side" of hosting—removing violations, managing cancellation fees/consequences, and navigating the nuances of the Managed Host program.AirCover Specialist: Deep knowledge of AirCover for both Guests and Hosts, ensuring protection is applied correctly and claims are handled efficiently.
Policy Expert: I don’t just read the policies; I know how to make them work in favor of a fair resolution.
Master Negotiator: Skilled at de-escalating angry guests and resolving refund disputes while maintaining host profitability.
Technical Proficiency: Extensive experience with Airbnb’s internal tools, host dashboards, and complex alteration workflows.Whether you are a SuperHost needing a dedicated assistant to manage your DMHS-level concerns or a property manager looking for a Resolutions expert to handle in-trip emergencies, I have the experience to hit the ground running.
