Their customer service is HORRENDOUS. I Think it’s also mostly because they outsource to countries were the people, even though they might mean well, have absolutely no idea what customer service means or have a very different concept of it (which is just to apologies without really practically solving the problem or making things right. Their making things right is just being polite and apologizing).
But AirBnB knows this. They make exorbitant amount of money yet offer shi**y service. Why hasn’t another company taken over yet?
What kind of protection and is it really worth almost %20?
A lot of the legal and insurance protections I believe. But also, AirBNB is who brings in the people, just like Fiverr charges 20% because they connect the people to your services in a rather seamless platform.