And I'd guess that they will have a bias towards whichever brings them more value, usually being the host.
Like many others, I used to really like Airbnb and had great experiences, but largely switched to Booking.com and hotels again.
Re:Airbnb Is Different Now
by facialwipe on Tuesday September 26, 2023 @07:56AM
(#37657970)
The bias runs even deeper. I directly know someone who worked in this role pre-pandemic. Barring any QA review of the actioned response, associates assigned to these roles are given a wide berth of discretion to action these disputes based on factors that have little to do with the evidence presented by host or guest.
For example, an associate can side with a host simply because the guest uses ALL CAPS in their dialogue. Extrapolate this to any and every other personal bias.
It’s then up to a regulatory response associate at Airbnb to navigate the “he said-she said” between host and guest and action a response.
Sometimes they side with the host, sometimes they side with the guest. All of this happens days or weeks after you reach out to Airbnb to complain that the host has just thrown you out in the middle of the night.