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AirBnB paying for one incident does not create any obligation on them to pay for other incidents. That's nonsense. Apple replaced a friends phone that they ab
by econgeeker 15y ago
AirBnB paying for one incident does not create any obligation on them to pay for other incidents. That's nonsense.
Apple replaced a friends phone that they abused and then made up a story about. Apple did this because Apple wanted to take care of their customer. Doesn't mean Apple is obligated to replace every phone, even when it is abused. Apple's only obligated to the terms of the warranty it promises. Apple promises little, but delivers a lot.
These are the incidents that test the true nature of a company. AirBnB is not coming off very well so far, and there is no negative ramification to doing the right thing-- except for the direct costs of doing the right thing.
If AirBnB thinks leaving their customer hanging is worth saving the money it would cost to "make things right" (Whatever that means) it is their right.
But lets not hide behind the spurious notion that the world operates like school.
Just because you give some gum to your friend doesn't mean you're obligated to give it to the whole class.
If it did, then I'd have the right to go to a party at the playboy mansion! Clearly other people were invited.
- tomlin 15y agoI'm not saying it's right or fair. I also think it's nonsense. You're thinking on the side of a smart entrepreneur, not a criminal. All a crook is interested in is hearing or seeing the headline: "Airbnb pays for loss and damages to rattled user", or other more clever narrative. If you're a criminal, details aside, you've got all you need to scheme up an assalt. Criminals don't work on high probability, if they did, there wouldn't be so many obvious ones. Just because they aren't likely to get the reward they desire doesn't mean they won't try.
- SoftwareMaven 15y agoThe right way to handle this would be to make EJ right, then put insurance in place as part of the rental agreements that covers the future. Yes, insurance fraud exists, but insurance companies are good at ferreting that out. Since AirBnB is working on the latter, it makes no sense not to do the former.
- quandrum 15y agoI don't think this line of thinking works. Criminals aren't your customers. If you respond to incidents with non-customers in mind, you're going to create a negative response in current and potential customers. This was an opportunity for AirBnB to prove that their service is excellent and worth using. This was a chance to prove to potential customers that if the worst happens they'll be their. Instead they proved they won't support their customers fully when worst case scenarios happen. Because they were thinking more about people who don't pay them then people who do.
- ScottBurson 15y agoAgreed. If AirBnB doesn't trust its customers, it can hardly ask them to trust one another.