airbnb does not have a complaint procedure
I am fascinated to watch how airbnb deals with any complaints. The CBC news story does not surprise me. Its not the 1st and it won't be the last. Airbnb says we have insurance and that's it. What if the insurance does not cover? So sad, too bad, as long as airbnb is not in the news.
I read an account of how the CEO got directly involved in crisis management when this happened. This seems to suggest its a company w/o clear guidelines roles and responsibilities. I also read recently they have decided not to do an IPO. Again, this suggests Mr. Chesky is not ready for prime time.
How can a company offer 1 million rooms per year, and not have processes for dealing with issues?