AIRBNB USERS RISK BEING SCAMMED BY LISTERS WITHIN THE SERVICE
Most travelers consider apps like AirBnB to be an easy way to book a space for their next vacation, however the market based system of the app is allowing for some customers to become victims of scams.
“AirBnB is an online marketplace that revolutionized the home rental business, it’s a venue where you can come look for different housing or lodging options in different cities and countries,” explained Lazaro Corrales, a customer of the service. “Early on they went through some growing pains and had some troubles where it came to vetting rentals,” said Corrales. This issue of vetting rentals would go on to become a much bigger problem for the AirBnB service, and its loyal customers.
One of these customers, Willy Someillan, felt the effects of this issue when him and his family were abandoned outside of a fraudulent AirBnb in London. “When you first get there and you realize this is not what you had in mind, your expectations go down and you go into a panic mode,” said Someillan. “You don’t know if you are going to find a place to stay…and it was very worrisome”.
Someillan is not the only customer to deal with an issue like this as there are approximately 6 million AirBnB listings worldwide. A majority of these listings are in no way checked for legitimacy, besides a simple requirement for an Identification Card. This large number of renters and listers makes it very difficult for the AirBnB staff to check for quality, and this leads to a higher number of scams within the service.
“Were constantly having issues with AirBnB and what we found is the worst part of their business is their customer service,” said Gred Wood, owner of a personal travel business. He explains how AirBnB uses outsourcing for their customer service needs, leading to the quality of their customer service being nonexistent. “They grew very fast from a listing standpoint making it impossible to filter every single listing,” said Woods.
Lack of customer service combined with an extremely demanding consumer base, causes services like AirBnB to be almost impossible to efficiently manage. With many of these issues now becoming commonplace, travel apps and services are continuing to look for solutions to give customers a completely satisfying experience.
Marcus Callegari, CCNN Live