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Its not a customer service issue..hold on wait..let me explain.. Its an identity problem..How do you have processes and procedures in place that uses identity

by shareme 15y ago

Its not a customer service issue..hold on wait..let me explain.. Its an identity problem..How do you have processes and procedures in place that uses identity as the qualifier of being able to trust a person to temp rent to ? Fro example, world wide what do we use as the identifier to get all this info? Is it a credit card number? Is it a credit card number and other pieces of info? Look at the processes of PayPal..similar identity/trust problem or Amazon Stores.. I submit that Airbnb has not solved the identity/trust set of problems yet and that is their stumbling block not reactions to customer problems as the techmedia has blarred..

michael_dorfman 15y ago
I agree that they haven't solved the identity/trust set of problems. However, in the absence of a solution to those problems, it's the customer service issue that's killing them. If they had been aggressive in their customer service, reaching out to EJ, and doing whatever it took to resolve the situation, plus some, they could have turned this into a PR coup, or at least, mitigated the fall-out substantially. Instead, they magnified the problem significantly.
giardini 15y ago
The identity/trust set of problems was solved long ago by hotels and most other businesses: when the customer arrives you meet him, check his id, get payment info and show him his room. You can take pictures of him if you wish (e.g., security cameras in the lobby). A check-out process should also occur. The AirBnB contract should be between rentor and owner of rental property: AirBnB's participation should be only as an agent. That limits liability and makes clear what is expected of each party. IMO AirBnB should not be responsible. This is looking more and more like a shakedown of AirBnB or preparation for a lawsuit.
- Aloisius 15y ago
  Exactly. Every vacation rental I've ever had asked me for my ID and often, a refundable deposit to cover damages. When I used AirBnB in Paris, the owner asked to see my passport.

by shareme 15y ago

michael_dorfman 15y ago

I agree that they haven't solved the identity/trust set of problems. However, in the absence of a solution to those problems, it's the customer service issue that's killing them. If they had been aggressive in their customer service, reaching out to EJ, and doing whatever it took to resolve the situation, plus some, they could have turned this into a PR coup, or at least, mitigated the fall-out substantially. Instead, they magnified the problem significantly.

giardini 15y ago

The identity/trust set of problems was solved long ago by hotels and most other businesses: when the customer arrives you meet him, check his id, get payment info and show him his room. You can take pictures of him if you wish (e.g., security cameras in the lobby). A check-out process should also occur. The AirBnB contract should be between rentor and owner of rental property: AirBnB's participation should be only as an agent. That limits liability and makes clear what is expected of each party. IMO AirBnB should not be responsible. This is looking more and more like a shakedown of AirBnB or preparation for a lawsuit.

Aloisius 15y ago
Exactly. Every vacation rental I've ever had asked me for my ID and often, a refundable deposit to cover damages. When I used AirBnB in Paris, the owner asked to see my passport.