Jessica, do you know why Airbnb customer service is so bad? This is one of the questions my readers ask a lot. Well, I´ve got you covered.
One quick online search yield result showing that the Airbnb customer service is not so hot. Vacationers everywhere have taken to the idea of renting out homes on their trips because they’re more private than hotels. The service leaves plenty to be desired, though.
Airbnb customer service is bad for several reasons. There is no full-time staff member to call on for issues. It’s not a competitive market space. It’s tough to find deals. There’s no loyalty program. The search tool isn’t good, either. But the real reason lies in the business model.
In this article, you’ll find seven reasons why Airbnb customer service is lacking so much. Keep reading to learn why you may want to stick to hotels if you’re in it for the service.
The Airbnb Business Model
Let’s start with a brief overview of what the Airbnb business model looks like. The most important piece to their plan is the community.
The Airbnb platform is based on the community. People within different communities can list their homes for rent so others may choose to stay there on a visit, rather than booking a hotel.
Airbnb doesn’t own any of the properties available for rent on the website. Every property is owned by some individual with ties to that area. Property owners decide to share the space they own with people traveling.
The Airbnb platform is nothing more than a space that connects travelers with property owners willing to host others in their homes at certain times.
Airbnb Customer Service Flaws
It’s tough to facilitate good customer service because of the nature of the business model. The business is much different than what hotel or resort chains operate with.
Airbnb isn’t built around customer service. It’s built around self service. The property owner isn’t meant to be a concierge.
The owner sits in a hands-off position. Guests are to take care of their own needs and wants once on the premises.
7 Reasons Why Airbnb Customer Service Is So Bad
1. No Full Time Staff On Hand
We’ll start with the obvious reason–there’s no staff on hand on the premises. When you book an Airbnb property, you’re booking someone’s private residence or secondary home. There’s no staff employed there waiting to answer your beck and call.
When you stay in one of the properties, it’s your responsibility to cater to your and your fellow travelers’ needs throughout the duration of your stay.
2. There’s No Competition
Basically, Airbnb has no direct competition in the market. The closest thing to them is VRBO, which is a lot like Airbnb. The thing about VRBO is the service is even worse.
Hotels and resorts have a ton of competition to deal with. Each brand has to try to outdo the others as best they can.
Airbnb only has to be different than hotels and resorts, which they are by nature. There isn’t a need for good customer service in order to get travelers to choose their platform.
3. It May Not Be as Private as You Think
How about this for bad service? Some reports have emerged about Airbnbs that had hidden cameras in the rooms.
Obviously, the company that owns the website does not support this invasion of privacy. However, they may not do enough to vet some of their clients who own properties posted on their platform.
As Airbnb is where you’re going to book your stay, they should be responsible for ensuring guests maintain their privacy.
4. The Property Owner Can Cancel at Any Time
Guests can book a place on the platform and have it canceled just days before their trip. The owner of the property is the host.
It’s their house, condo, or another unit. If they need to cancel your stay because of family or their own need, they can.
5. It’s Difficult to Compare and Find Deals
The only way to compare places through the platform is to browse. There’s no comparison tool or useful search filters to find the best deals.
Looking for an Airbnb to book is time-consuming and not efficient. If the platform had a better search option, the service would be much better.
6. There’s No Loyalty Program
Along with the poor search feature, there’s no loyalty program, either. Vacationers often sign up for loyalty and rewards programs that help entice them to keep booking with the same company.
Airbnb doesn’t have a loyalty program and, frankly, doesn’t really need one because the service doesn’t have a competitive market to work within.
If they had to compete, a loyalty program would make sense. But since there’s no competition, the customer misses out on any type of rewards club.
7. Standards Vary
Airbnb has standards posted on the website for what’s expected of the properties and the clients. However, there isn’t much in the way of enforcement to make sure you, as a host, are providing a reliable, clean, safe environment for travelers to stay in.
The cleaning, maintenance, upkeep, and stocking of the home is up to the owner. There is nothing dictating how this must be completed.
Airbnb does state the properties are supposed to be clean but standards of clean vary widely among people, in general.
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Airbnb Isn’t Built Around Customer Service
The premise of Airbnb is with regard to convenience, not customer service. It’s a way for people to use their properties to make money without selling them.
Airbnb offers a platform for connection between homeowners and travelers. This isn’t a business that’s centered around service.
The website is meant to be self service for those in need of accommodation outside of their residences. This is why people perceive Airbnb customer service as poor.
Final Thoughts
Airbnb customer service isn’t just bad, it’s basically non-existent. The thing is, the platform isn’t meant to provide customer service.
Airbnb is the connection between travelers and property owners to allow them to share homes and make money.
Travelers can stay somewhere with the comforts and privacy of home. They get more bang for their buck, but with no real customer service.