Maybe this isn't really a founder mode problem. Airbnb has a two-sided marketplace, so improving the experience for guests can sometimes hurt hosts, and vice ve

Maybe this isn't really a founder mode problem. Airbnb has a two-sided marketplace, so improving the experience for guests can sometimes hurt hosts, and vice versa. Some of the recurring complaints about customer service may therefore come from incentives built into the marketplace rather than from a lack of founder involvement.