Automated, host-orientated customer service :(
Amazing concept, but unfortunately they are orientated towards the hosts as opposed to the very volunteers that dedicate their time each day and put the work forward. I have been a volunteer 6 times with opportunities I found through the app. 5 of them I felt exploited, basic needs for accommodation were neglected, or was made uncomfortable in some way by the hosts’ attitude towards volunteers. 4 of them I said nothing for fear or causing problems or them leaving a bad review. 1 time I made a comment. This was simply as the day they ‘conveniently’ wanted me to work was a major holiday and in my country also a religious celebration - it was extremely important to me to celebrate it as so. This turned into dealing with a bitter host, who at the end of my time there (after I had been left with no choice but to work on this day, and go beyond the required hours too), left me a review of lies and exaggerations out of anger - including having arrived late (when I had arrived exactly on the day scheduled via the app) and for using the guest kitchen after closing (for 15 minutes, a sole time) 😂 This was all only for having asked for a reschedule in shifts, and even having offered to give up some of my rest days in return. I expected the support team to help, as the interface seems very volunteer-focused, correct ? And, I had the proof that at least one of these accusations was directly false. After ‘sending the review to a specialized team’, they told me once again that it does not go against any policies and they thus can’t remove the review. The thing is, after this experience, I had a look and… it seems this is common procedure. Automated copy and paste replies from customer service which tell volunteers that hosts’ reviews against them can’t be removed (fair or not) whilst immediately removing volunteers’ reviews under the same category to leave hosts’ profiles with a perfect 5 stars. It’s truly a shame as the concept is good, but due to the high influx of hosts that see volunteers as free labor and a support team that protects hosts and not its volunteers, I recommend using another platform, or even searching by hand on socials. I hope to get this resolved by posting here as I would like to feel understood, supported and safe using Worldpackers, because truly in concept, it is useful. I will update on the outcome. Update: No change.