I just got a very interesting call from Airbnb. The background is that I had a guest for whom a number of small things went wrong, and the guest was determined to be angry. But I played my part perfectly: I responded within minutes, both at midnight and at 7am; the guest demanded a 50% refund, and I granted it immediately; and consistently I was apologetic and recognized the problems.
So anyways, Airbnb calls to ask about the situation, will I give a refund? But I’ve already given one, I say! And then I point out some details in the guest’s complaints, how the guest is really making a mountain out of a molehill.
The representative checks the conversation log, sees that this is correct, and suddenly changes direction. “We recognize you are our business partner”, “you’re doing everything perfectly”, “sometimes these things happen and you just have to keep a positive attitude”, “don’t worry, this won’t hurt you.” On and on he went.
Anyways, this is the first time something like this has happened. I’ve also noticed that when I do have to call in to the call center, I consistently get to a human within 10-15 seconds. This, too, is a big change from Airbnb.
I wonder if this is an overall change or if it’s because I have 15 listings and 1000+ reviews? Have other people seen a similiar change?