Toxic sweetness

I'm on the call with an AirBnB support. There is a problem with the apartment I'm staying in and I need to cancel current booking and immediately move to another place.

The customer agent tells me he understands my problem and "empathizes" with it. He tells me he will help me and that I shouldn't worry, saying "I'm here for you". But of course he cannot solve it immediately and needs to "escalate" it. Because his supervisor is "busy", I shouldn't stay on the line and they will call me back.

I'm happy that all goes like this and hang up. I wait for one hour but they never call me back. I'm starting to get nervous. Remember, I need to cancel this place, find and book a new one, and move immediately. I don't have that much spare time. So I call them again.

Another person picks up. I explain the problem from scratch and they say exactly the same things as the first person - how they "truly understand me" and how they are going to call back.

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