Airbnb is testing a new AI customer service bot in the U.S. to significantly improve the user experience, with plans to roll it out to all U.S. users soon.
  • Seaguy05@lemmy.worldEnglish
    0·
    9 hours ago

    Oh we’re so sorry to hear about your issue but you’ll need to contact the host/renter. Sorry I can’t help you with that, please use our app for quick and efficient communication.

    I feel like that response can just be as effective as hanging up on you or not even answering the call. Why the extra steps?

    • ReallyActuallyFrankenstein@lemmynsfw.comEnglish
      0·
      9 hours ago

      I’m sure you are not one of the problem hosts, but his will harm the renters more because they’re the ones already subject to the bigger power imbalance - by definition not near their home and relying on Airbnb to ensure a safe place to stay - and Airbnb is reputed to be pro-host against renters.

      For example, there was a trip to Europe where a host physically threatened us in writing, Airbnb kept transferring us around rather than offer any solutions, we left for our safety, the host claimed we didn’t cancel and owed the full stay, Airbnb took the host’s side without evidence despite our evidence of their threat in writing, we did a chargeback, and Airbnb disputed it for 4 months in apparent bad faith.

      Anecdotal, but a case study why black-holing renters’ contacts seems more damaging.