I had an interesting incident today. Mr. X (name masked to hide identity) from Netherlands, want to rent my property. The gentleman was 70 plus years. He was not able to complete the booking because his verifications could not be completed. In the meanwhile he charged the credit card with airbnb. He was so worried his money was lost. And he was writing to me as a last resort. Unfortunately, I did not have his contact. Therefore, I spoke to 2 different agents at USA ( I would desist from contacting Indian agents, because, they don't understand the finer aspects of hospitality, as I think, hospitality is not about one cup of free tea or some shampoo or writing on the walls of host's home!) and explained the difficulty being faced by Mr X and just now I am happy to say, I have sorted out the issues of this guest. I feel so good, I have won the heart and mind of the old gentleman in distress. We have done several things multiple times to be where we are, that is what I call as going beyond the call of duty. That is true marketing. That is creating good will, on a long term basis. I authorize the Indian airbnb agents to look into the correspondence and understand how your reach the customer!!
Post script and Disclosure: Reluctantly I published this incident in the Face book (https://www.facebook.com/groups/714414442029773/) created by some airbnb, India agents which I think would lead to confusion only, as the persons involved have no experience to handle serious issues. That is my private view which I have already expressed to airbnb, global.
