Case Study Example | Topics and Well Written Essays - 1500 words - 13

Case Study Example However a host EJ had a negative incident with a guest and she lost a lot of her belongings and suffered losses. She posted the incident in different networking sites and it soon became viral. The site was late to respond to the problems of EJ and did little to address the issues. Airbnb as a responsible firm should have made sure that the guests that it is referring to the hosts. Moreover even after the complaint was lodged by the host, it did not take initiative to look into the matter. In EJ’s case the site should have contacted the guest and asked for proper explanations. Proper probes that would have provided detailed insights into the matter should have been conducted such that the positions of both the parties can be properly reviewed. The results of the probe would have declared the guilty party and if proved guilty the guest should have been asked to pay for the damage done to the host. In case the host was found guilty defamation charges should have been filed agains t the host. But the site had taken no such initiative till the matter started getting widely publicised. There were repeated complaints regarding the site’s credibility and the firm should have taken initiative to resolve the issues such that it could ensure maximum customer satisfaction. Moreover customer review system is faulty in the case of the site and needs reviewing. The guests who decline requests due to inappropriate customer profiles are penalised by way of low rankings on the site. It also has a very dysfunctional customer service that failed to address the customer issues. On the site’s portal there are various complaints from the customers who have faced difficulty regarding registering their house and also from guests who had repeatedly found their bookings cancelled without any proper justification. The guests have tried to contact the customer care service