Their customer service is HORRENDOUS. I Think it’s also mostly because they outsource to countries were the people, even though they might mean well, have absolutely no idea what customer service means or have a very different concept of it (which is just to apologies without really practically solving the problem or making things right. Their making things right is just being polite and apologizing).
But AirBnB knows this. They make exorbitant amount of money yet offer shi**y service. Why hasn’t another company taken over yet?
The only company I’ve seen really trying something different is https://livekindred.com/
It’s kind of like a really upscale couchsurfing. It’s like a members-only network where you have to be a host too.
It costs a lot more than couchsurfing because you’re getting a whole house and you pay for the cleaning, but since it’s all home swaps there are no “professional hosts” and it still ends up being way cheaper than an Airbnb or a hotel.