A recent thing happened to me on Airbnb. I'm a host, and one of our guests clearly encountered a bug in the app that caused their reservation to get cancelled.

A recent thing happened to me on Airbnb. I'm a host, and one of our guests clearly encountered a bug in the app that caused their reservation to get cancelled. We had a clear paper trail with screenshots. After hours of denying anything was wrong, Airbnb's offshore support finally admitted that it was probably a bug. But then they admitted that they had no way of contacting Airbnb to report a problem - all they were authorized to do was answer customer questions and come up with explanations. But they couldn't do anything the app didn't let them do. Airbnb provides no email addresses, no contacts, or even any mailing address for complaints. Somewhere, there's a lazy executive rewarding himself with stock options for creating a "perfect" experience - a box from which no customers' or employees' screams can escape.