Airbnb Airbnb’s famous Tiny Fern treehouse in Lincoln, Vt. Airbnb recently beefed up its customer service staff with a team of 50 investigative agents who track down guests who abuse their hosts’ generosity. The move came after the company got tired of seeing its brand name associated with a tiny number of horror stories, in which people’s homes are trashed by unruly guests, that are not representative of most experiences. (We covered one, in which a $2.5 million condo was trashed in Toronto , a couple of weeks ago.) Airbnb also offers hosts a $1 million guarantee against rental disasters.
“The initial Airbnb customer service operation was humble: one guy and his cell phone. The guy, in fact, was Joe Gebbia, one of the company’s founders. Whenever a customer had a problem, they’d call the customer service line, get patched through to Gebbia’s phone, and he’d work with them to […]
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