@Susan
Thanks for taking the time to respond.
I already spend too much time on the forums but I see it as an investment rather than a burden.
That being said, to all who post, please provide documentation, in the form of link if possible, to back up any allegations you make.
I will agree to disagree with you Susan on some points and agree with you on others.. I have no doubt about the veracity of what you have heard and read I just interpret it differently than you.
We were discussing the people who work in Customer Service and you imply that it is not the workers to blame for the poor service we receive but rather it's the companies fault.
I hire and fire people routinely in my business. The ones who get fired are the ones who can't perform, who are needy and high-maintenance, who accepted a job knowingly full well the pay, the work conditions, the level of commitment involved and so on and so forth.
I wish they had not taken the job then I would not have had to fire them.
I feel the same way about AirBnbB Customer Service employees. If they are rude and incompetent it is on them. If they don't like working there they can quit. But if they go along with a policy that corrupts the spirit of customer service then there is rot in the company culture and they go along to get along -- in that way it is on them not the company for they are complicit in a corrupt culture.
We agree that the company can can do much better in Customer Service.
You can also see on this board what BnB CS is dealing with. People don't train themselves: they don't read the policy: they don't screen guests well enough: they don't have any business experience what-so-ever: they don't know how to approach customer service.
I'm not defending what appears to be a deeply flawed customer service culture at AirBnB but I will never accept that the customer service employees are poor victims.
I didn't see anything in your post relating to customer service employees on Glass Door, and I would not trust that website any more than I would trust Facebook or Google.
I respect your viewpoint, I just think there are broader issues at work than, AirBnB = Bad, CS employees = poor victims.