Their customer service is HORRENDOUS. I Think it’s also mostly because they outsource to countries were the people, even though they might mean well, have absolutely no idea what customer service means or have a very different concept of it (which is just to apologies without really practically solving the problem or making things right. Their making things right is just being polite and apologizing).
But AirBnB knows this. They make exorbitant amount of money yet offer shi**y service. Why hasn’t another company taken over yet?
Airbnb succeeded on a ask-forgiveness, not permission model of undercutting the legal requirements of hotels and city tenants rights around the world–and then they fought the legal battles after they had billions in their pocket and brand loyalty.
You dont get a 2nd shot at a blitzkrieg against an industry and cities. Everyone is prepared now.