3 ms·

Is it correct that the article asserted damages assessed at USD 8K but offered to reimburse just under USD 2K? I could be overreacting to this, but I had a rea

Is it correct that the article asserted damages assessed at USD 8K but offered to reimburse just under USD 2K? I could be overreacting to this, but I had a really strong reaction to this article. I'll preface relating this by stating that in pretty much everything, I would usually side with the large company or startup. Just my point of view. I'm not overflowing in sympathy for people complaining about dealing with companies or large bureaucracies because in my experience that arises from people's insufficient understanding of how to operate with a company or large bureaucracy to their advantage. Most of the time I'd be like, people should learn to be smarter. With that disclaimer aside this story made me super angry. How could AirBnB treat this person like that? Clearly guests had defrauded AirBnB's system, and the host suffered. The host should be totally compensated. If this was my company, in an extreme case like this, I'd send out an AirBnB rep to do a damage assessment and collect evidence. And then, not just to be awesome, but to protect AirBnB against bad PR, and to encourage AirBnB to develop more robust guest fraud detection, I'd compensate as a policy 20 - 25 % over the amount. So this guy would get USD 10K and hands on treatment. A complication I'm not considering is -- who is owed the damages, the guest or the landlord? But the idea above would be indicative of my response, and how I think they should have done this. I super hate it to read great PR about AirBnB doing awesome things and then to see something like this. And the dereliction and indifference exhibited by the email chain...so angry. The worst thing is: you can judge a person ( and a company ) by how they treat people they don't think they need to treat well. So when AirBnB makes money out of you, and you use their shiny site, everything is grand. But when you suddenly suffer and need their help, their action falls well below their promise. Like I said, maybe I'm overreacting or not seeing this clearly. But on the face of what I saw this is how I took this. So angry!

jccooper 10y ago
The fact that they're trying to chisel this customer out of a few grand suggests to me that host compensation must be a real cost center for AirBNB... which is actually worse than if it were just really bad customer service, because it means that the chances of this happening to your apartment are much higher than advertised. Neither way, of course, is a good look.
- MegaButts 10y ago
  AirBnB is a company I want to IPO more than any other just so I can see their finances. The idea is so simple, so universal, and (theoretically) so profitable that I was surprised that they only just became profitable. I assumed the company had been printing money for years, back before they had to deal with lawsuits, regularly avoided taxes, and when everybody still loved them. It doesn't surprise me that they're profitable at this stage, but the fact that it took them so long to get there on a completely unlevel playing field (competitors pay taxes, have better customer service, own physical property, etc) makes me seriously concerned about the future prospects of this business. I obviously don't have the data, but it seems people are growing to like them less and less. Whenever founders have a sense of entitlement (I've met Brian and Joe - they came across as arrogant) it doesn't end well when they suddenly have to play by the same rules as everyone else. AirBnB is way too big that they can shirk the law anymore, and as the public grows to dislike them more their lobbying efforts will become increasingly futile (just look at what happened in New York).

jccooper 10y ago

The fact that they're trying to chisel this customer out of a few grand suggests to me that host compensation must be a real cost center for AirBNB... which is actually worse than if it were just really bad customer service, because it means that the chances of this happening to your apartment are much higher than advertised. Neither way, of course, is a good look.

MegaButts 10y ago
AirBnB is a company I want to IPO more than any other just so I can see their finances. The idea is so simple, so universal, and (theoretically) so profitable that I was surprised that they only just became profitable. I assumed the company had been printing money for years, back before they had to deal with lawsuits, regularly avoided taxes, and when everybody still loved them. It doesn't surprise me that they're profitable at this stage, but the fact that it took them so long to get there on a completely unlevel playing field (competitors pay taxes, have better customer service, own physical property, etc) makes me seriously concerned about the future prospects of this business. I obviously don't have the data, but it seems people are growing to like them less and less. Whenever founders have a sense of entitlement (I've met Brian and Joe - they came across as arrogant) it doesn't end well when they suddenly have to play by the same rules as everyone else. AirBnB is way too big that they can shirk the law anymore, and as the public grows to dislike them more their lobbying efforts will become increasingly futile (just look at what happened in New York).