@Mark116 Despite their hiring for top positions of corporate bigwigs like the former Disney Corp. current head of hosting, I think poorly managed is a fair assessment. They are majorly cheaping out in their CS dept. and their tech dept, judging from all their ongoing tech glitches, when in fact CS and tech are the public-facing entities that lead to thousands upon thousands of user complaints and websites like Airbnb Hell.
They don't appear to consider hosts and guests to be a symbiotic relationship where one could not exist without the other. Their real messaging is either directed at hosts, or at guests, but not both together.
They actually pit hosts against guests by their ridiculous review policies, suspending listings purely based on an unverified guest complaint, and allowing guests to get away with not compensating for the damages they cause.
Yet their PR rhetoric still puts forth that Airbnb is about connection, trust, building bridges, etc.
I have to wonder if they truly are so self-deluded that they believe their own rhetoric, or if they know perfectly well that they are promoting a huge lie.
Is Brian Chesky even aware that his CS reps suspend listings, telling hosts they did something wrong while refusing to tell the host what they supposedly did wrong?
I would like to think he doesn't- that it is simply a case of poor management and lack of connection between the VIPs in their corporate boardroom, and what is actually happening on the user level, because the alternative would lead me to consider that he is simply an evil person to whom money is the only thing that matters.