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Oh, that's not true at all. Ebay showed - and the writer of this article realizes - that you can fuck sellers around all day long. AirBNB could implement a "i

Oh, that's not true at all. Ebay showed - and the writer of this article realizes - that you can fuck sellers around all day long. AirBNB could implement a "if any customer complains, for any reason, the landlord doesn't get paid" 100% guarantee policy, and the landlords would have to take it. They not only don't need "very clear proof", they don't need any proof at all.

ghaff 11y ago
That does require however, for better or worse, a deliberate decision to operate in that manner. Certainly many eBay sellers, many of whom were doubtless perfectly respectable, became very disillusioned with eBay once they tilted in that direction.
- vinceguidry 11y ago
  Being that AirBnB is in the customer service field, not really a true marketplace, a customer-centric dispute policy makes total sense. Hosts that can't grasp the concept of "make your customers happy" are only going to hurt the overall AirBnB brand and should be sussed out and expelled quickly.
  - ghaff 11y ago
    Oh, I have no disagreement that the default should be to err on the side of keeping customers (renters) happy or at least mitigating unhappiness. At the same time, that doesn't mean that the customer, however unreasonable, is always right. Even hotel chains with great reputations for customer service aren't going to give out refunds like popcorn to every guest who asks for their money back for random trivial reasons. So there's always going to be some judgment involved at the margins especially when the facts are unclear.
  - notahacker 11y ago
    The main difference between being in the customer service field rather than a true marketplace is that people are far more likely to complain - reasonably or otherwise - about service than goods they've received. Especially when the customer is used to experiencing (and paying more for) a much higher level of service. Having very limited accommodation is also damaging to AirBNB's brand.

ghaff 11y ago

That does require however, for better or worse, a deliberate decision to operate in that manner. Certainly many eBay sellers, many of whom were doubtless perfectly respectable, became very disillusioned with eBay once they tilted in that direction.

vinceguidry 11y ago
Being that AirBnB is in the customer service field, not really a true marketplace, a customer-centric dispute policy makes total sense. Hosts that can't grasp the concept of "make your customers happy" are only going to hurt the overall AirBnB brand and should be sussed out and expelled quickly.
- ghaff 11y ago
  Oh, I have no disagreement that the default should be to err on the side of keeping customers (renters) happy or at least mitigating unhappiness. At the same time, that doesn't mean that the customer, however unreasonable, is always right. Even hotel chains with great reputations for customer service aren't going to give out refunds like popcorn to every guest who asks for their money back for random trivial reasons. So there's always going to be some judgment involved at the margins especially when the facts are unclear.
- notahacker 11y ago
  The main difference between being in the customer service field rather than a true marketplace is that people are far more likely to complain - reasonably or otherwise - about service than goods they've received. Especially when the customer is used to experiencing (and paying more for) a much higher level of service. Having very limited accommodation is also damaging to AirBNB's brand.