I'm sorry, but how could you be surprised? If the facts are as laid out in the post, he doesn't always care about his customers enough. That wouldn't be opinion

I'm sorry, but how could you be surprised? If the facts are as laid out in the post, he doesn't always care about his customers enough. That wouldn't be opinion, but objectively true. I don't see any room for surprise here, especially given that most people here don't personally know Mr. Chesky and are likely more even-handed in their assessment than you are.