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?
Customer service is horrendous? More like the owners are horrendous. I had an airbnb where the ‘mattress’ was actually just a thin duvet placed on top of a cheap wooden bed, and nothing else, and wrong check in instructions. The worst offenders are those ‘remote’ landlords who own multiple listings. They don’t give a fuck, and it shows.