I've always been impressed with the Airbnb system. We are a club of people interested in travel.
I've always understood Airbnb to be savvy business people who always have a logical business reason for their policies.
However, I've just had a bad Airbnb CS experience.
Guest wanted to pay for another guest - a 3rd party reservation. I explained to guest that Airbnb does not accept 3rd party reservations.
I told guest to call Airbnb, believing Airbnb would try to put the reservation into the correct guest's name.
Airbnb called me to explain that Airbnb accepts 3rd party IF the guest is transparent about being a 3rd party. Huh???
What about the review system? (I can't review the non-reservation holder guest)
What about the phone number? ( I am not provided the non-reservation holder guest)
Here's the thing that really bothers me - Airbnb is asking me to house a non-Airbnb person!
This makes NO business sense. Airbnb should be forcing people to become Airbnb members so that they can make future reservations.
I'm disappointed.