The Double-Edged Sword of Airbnb Customer Service

I think we can all agree that Airbnb has changed the hospitality field forever. It has given people with extra space in their homes an opportunity to make extra money while helping travelers around the world decrease travel expenses. It has made traveling more affordable for big families or nomads looking for homier places. While Airbnb as a tech company seems to be doing pretty well, there is one common denominator that haunts both hosts and guests and that is the Airbnb customer service!

A Tricky Balancing Act

Airbnb has a tricky problem on its hands. They have two customers (hosts and guests) that they need to keep happy. Both have similar needs: to feel supported and protected by the company. Airbnb makes money from both parties, so how do they juggle this problem effectively?

The challenge is compounded by the way Airbnb manages its customer service department. Although I cannot confirm it, I believe they are outsourcing to companies outside the USA. What I do know is that these customer service agents have a lot of power. They are the ones making decisions when a host or guest files a complaint. These decisions have significant consequences for both parties, so how do they make these decisions? Do they follow a strict resolution table with predetermined answers? Is it that black and white? Or do they operate in a gray area where agents become judges of situations, and one of the parties always loses? Is it a fair system?

Improving Dispute Resolutions

Even though it’s not an easy problem to solve, I have a few ideas that I believe can improve the situation for both hosts and guests:

Training

1. Host Training: Offer classes for hosts on how to ensure the company supports them. Advise hosts on setting house rules and penalties, and communicate the importance of having them written on their listing. Help them create enforceable rules and explain the consequences of each situation. If a house rule is broken, there should be no gray area! This should be black and white.
2. Guest Education: Educate guests on how the rating system works. It is not like a hotel rating system, and understanding this difference can help manage expectations.

Transparency

1. Resolution Transparency: Be more transparent about how the Airbnb customer service deals with disputes. Create videos about common resolutions and develop a resolution center with examples of frequent issues and their outcomes.

Policies

1. Consistency in Policies: If you create a policy, ensure that it is followed through with clear consequences. Consistency is key to fairness.

Host Liability Prevention

1. New Features: Implement features that help hosts minimize situations needing disputes. Ensure rules are read and acknowledged by guests (or you can use Docubnb), include a check-in button, and provide time alerts to keep guests informed about dispute timeframes. As a tech company, Airbnb should focus on solving these problems instead of just making more money.

Conclusion

Looking at the Airbnb customer service through the lenses of both hosts and guests highlights the complexities and demands of the platform. What has been your experience with the Airbnb customer service? What do you think they can do better if you look at the problem through two lenses? Let’s talk!

–Suz

www.docubnb.com