To cut costs, Airbnb laid off a quarter of its workforce (about 1.9 thousand people). They were growing at a rapid rate and it seemed as though their brand was unstoppable.įurther aggravating the demands of a rapidly growing platform were loss of business and major threats of bankruptcy. When that happens, people get mad, and they stop using the service altogether.įor quite a while in the vacation rental industry, Airbnb was the company to beat. Well, really, who knows? We can only theorize.īut with any company that grows past a certain point, it becomes difficult to be 100% consistent with quality assurance and customer service. So what happened to Airbnb? Why has their performance slipped so much in recent months? Now, whether this is merely a case of “bad reviews being more noticeable than good ones” is something beyond my purview - the point is, many people are unhappy with Airbnb. In addition, both the apps on the Apple Store and Google Play Store (while still retaining high ratings of 4.5+ stars) have received their fair share of negative reviews. On Better Business Bureau, about 25% of user complaints have gone unresolved, netting them 1.1 out of 5 stars. On Trustpilot, Airbnb’s ratings have fallen drastically to a mere 1.5 out of 5 stars. Lately, Airbnb’s performance has been slipping.
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