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Arrington aside, EJ's own blog post here seems to contradict what you're saying. The story she paints is one of AirBnB doing as much as they can in terms of da

Arrington aside, EJ's own blog post here seems to contradict what you're saying. The story she paints is one of AirBnB doing as much as they can in terms of damage control, but precious little in terms of repair. If they've offered to "fix it", and are doing "everything they could be doing", why is she talking about feeling neglected? I quote: "But the staff at Airbnb has not made a positive contribution to me personally or my situation in any way, particularly since June 30." Is she lying? Is that what you're telling us? Or is there some grand miscommunication, where even EJ doesn't understand what AirBnB has offered?

pg 15y ago
I don't know her so I couldn't say.
- Terretta 15y ago
  Excuse me for strongly disagreeing, but one doesn't need to know her to answer whether she's lying. The facts of what AirBnB is, or is not, doing to date are known and demonstrable. So far, and after far too much time has passed, only words and assurances have surfaced. No one from AirBnB, nor you yourself, has mentioned any concrete assistance already provided directly to this AirBnB customer. In this very thread, the founder says, more or less, "We're here for you." What has that meant so far? What does it mean now? Without knowing her, by seeing proof from AirBnB you would know if she is lying. If you don't know, that would imply you haven't seen proof of concrete support to date. I recently listed a property on AirBnB. AirBnB could make $8,500 a year from me in fees -- it's a nice property. I'd hate to see it damaged. You can see I have a high degree of interest in seeing how AirBnB handles customer service, to decide whether I should instead be using an old school Realtor™ or VRBO w/ manual listing and screening. I'm sure there are others thinking this same thing, and we early adopters talk. A lot. Will AirBnB be like Nordstrom and Apple, or will it be like Chase Bank? So far, I'm seeing inaction followed by hand-waving once word got out. Let's see AirBnB's no-spin action approach if there is one.
- newman314 15y ago
  Given that there are (at least) 2 sides to a story, don't you think you should have spoken to her instead of just taking what you have been told by Airbnb at face value? Something obviously is off here (disregarding whatever Arrington had to say) and my impression is that Airbnb is still coming off as not being on top of PR given most of the comments in this thread and others.
- SemanticFog 15y ago
  @pg I think you should consider that your portfolio company is possibly not telling you the whole truth after they screwed up in a major way. I have no idea what happened -- just asking you to consider the possibility, which you seem to reject out of hand.

pg 15y ago

I don't know her so I couldn't say.

Terretta 15y ago
Excuse me for strongly disagreeing, but one doesn't need to know her to answer whether she's lying. The facts of what AirBnB is, or is not, doing to date are known and demonstrable. So far, and after far too much time has passed, only words and assurances have surfaced. No one from AirBnB, nor you yourself, has mentioned any concrete assistance already provided directly to this AirBnB customer. In this very thread, the founder says, more or less, "We're here for you." What has that meant so far? What does it mean now? Without knowing her, by seeing proof from AirBnB you would know if she is lying. If you don't know, that would imply you haven't seen proof of concrete support to date. I recently listed a property on AirBnB. AirBnB could make $8,500 a year from me in fees -- it's a nice property. I'd hate to see it damaged. You can see I have a high degree of interest in seeing how AirBnB handles customer service, to decide whether I should instead be using an old school Realtor™ or VRBO w/ manual listing and screening. I'm sure there are others thinking this same thing, and we early adopters talk. A lot. Will AirBnB be like Nordstrom and Apple, or will it be like Chase Bank? So far, I'm seeing inaction followed by hand-waving once word got out. Let's see AirBnB's no-spin action approach if there is one.
newman314 15y ago
Given that there are (at least) 2 sides to a story, don't you think you should have spoken to her instead of just taking what you have been told by Airbnb at face value? Something obviously is off here (disregarding whatever Arrington had to say) and my impression is that Airbnb is still coming off as not being on top of PR given most of the comments in this thread and others.
SemanticFog 15y ago
@pg I think you should consider that your portfolio company is possibly not telling you the whole truth after they screwed up in a major way. I have no idea what happened -- just asking you to consider the possibility, which you seem to reject out of hand.