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?
For any competitor to dislodge AirBnB, it would need to be an order of magnitude better.
And here is the tricky part:
An order of magnitude better for people who don’t have issues with AirBnB today.
People who complain tend to think their experiences are the norm, because they can easily find so many other people complaining. But that it just an outcome of scale. Majority of their customers are most likely using it infrequently and relatively happy with the service.
Outcompeting any service like this takes a lot more than just fixing problems. You need to significantly up the ante on the value generation side as well.
Yeah, I’ve never had any awful experiences, lies, etc.
Just a kind of general “not quite as nice as depicted” or “it’s not great, but also it is what the ad said and it’s cheap”