I must be dumb. Can someone explain to me?

[David6]

Ok, we all know Airbnb is turning into a monster that seems to have no regard for  hosts  (especially) or guests. Literally t&c’s, that state they can delist your listing without any explanation or notice. 

But what are the top brass doing every day? Why are they not hanging their heads in shame and fixing these issues? Can someone explain to me how and why this company believe they can remain successful with this business model of holding hosts with utter contempt?  

Look at at this thread: 

https://community.withairbnb.com/t5/Hosting/complaint-against-airbnb/m-p/1035166#M255663

Complaint after complaint! I want to weep with frustration. How can this be permitted to happen. Ruined trips for guests and amazing hosts wanting to quit  - and  no one can get adequate customer support? 

Look at Trust pilot. The reviews  are shocking! 1* rating!!!! 76% rate as ‘bad’  https://uk.trustpilot.com/review/www.airbnb.com

if I was CEO or a senior manager I would be shamed into action. Imagine if we as hosts started getting 1* reviews after every visit ? I would feel a failure and embarrassed and mortified. I would  delist, or CHANGE everything!!!!! Because it’s not good enough. 

Scroll any message board relating to Airbnb. 

I just cannot understand the rational behind all these policies? Can someone enlighten me 🙂 

[Ale113]

Hello!

I have read the comments in that pages... Trustpilot. It is a shame U_U

Maybe that explains why in the last months I have had very few accomodation requests.

I started in February. Solo travellers were, in genereal, fantastic. There were some not that fine, but the good's rate was high. Then, when I started getting couples, everything was different. They weren't prepared for being in a shared place, with responsability.

[Ange2]

@David6    Yes,  it is shocking, but not unheard of for a start-up (or company with a long history)  to behave this way.  Look at Uber they had a far worse rap sheet, including abuse by top level management. This is all about the money and it hasn't dented Airbnb's valuation—yet, which is roughly $35 billion.

[David6]

@Ange2 

agreed, but at least Uber have taken some action. Made lots of changes. Their co founder resigned. They lost their license in Lindon so were forced to radically change their strategies. Still hugely problematic, but I use them and love the service. Airbnb needs a shake up like this? 

[Ange2]

@David6    In my opinion IPO readiness is the only thing that will force Airbnb to change their strategy and  only if the numbers look bad.  That was more than likely the driving force behind Uber's shake-up.

[Emiel1]

@David6 

Complaining and writing the bad stories is what people do to expose their frustration if expectations are not met. But happy guests or hosts have less reason to expose stories in the media. At every big company the unhappy clients mostly filling the rating pages, the happy clients don't seek publicity and are not heared in public. And in case of Airbnb i think the users with pleasant experiences are still the big (silent) majority.

[Ian-And-Anne-Marie0]

@Emiel1 @David6 

Its the great hosts who are providing the great experience for that silent majority and those same hosts are the ones having to face the prejudiced treatment by Airbnb. Thats the problem.

@David6 

I doubt that things would ever get as bad as they are in relation to Trust Pilot reviews with capable staff. "If I was CEO..." it would never get to that position, and should never reach the position that it was ever in need of fixing.

[Ange2]

@Emiel1    I agree with you,  bad news travels fast and big and furious.  I have had next to no bad experiences.  But, I have also seen Airbnb go downhill since I started. It seems less engaged with its start-up branding and more focused on satisfying its investors needs and wants to the exclusion of the hosts (and guests) who made it happen. But then again not unusual for start-ups to morph in this way.

[David6]

@Emiel1 @Ange2 

I think for me it’s the hypocrisy . That on a respected public platform, Airbnb have a rating of 1* and pages of ‘bad’ reviews. Yet hosts are threatened with termination of their listing if they receive even a 3* review. 

What is frustrating is reading all the threads on these community pages and the disregard that hundreds of superhosts with years  of experiences are facing.

I have over 600 reviews now, it takes a lot of work & effort to retain Superhost with so many guests passing through. Because of course things do go wrong and will go wrong. It’s the law of averages. My wish is procedures  be put in place to ensure hosts and guests are treated fairly, professionally and promptly,  in these instances.