Does Loyalty Matter, to Customer Support?
But we have strugged with some companies. Wells Fargo is one, and in particular we have had problems with Airbnb. I realized recently that for some companies with poor customer support, a big problem is that they do not recognize the value of loyalty; it ought to matter, but some companies do not "get it". So with Airbnb, if someone is a long-term, loyal customer with high ratings, yes the hosts notice - but Airbnb customer support does not.
When we asked for a refund, due to a bad experience, we were treated with no regard, and with no respect for our strong ratings (of both myself, and my wife - we have two accounts). When you are forced to sleep on unwashed sheets, and you have come in late to your unit - it's not a good experience. We have a long, positive history with Airbnb, with many very strong reviews from hosts - and no negative reviews - but Airbnb support did not care! Pointing out our positive ratings to their support people did not accomplish anything. It was only when I went out on social media, that they started to pay attention.
Why would a company be like that? It only makes us less likely to use Airbnb, and more likely to talk to our friends and family about our bad experiences there. I have heard, just anecdotally, that Airbnb gets tons of complaints, so perhaps they do not trust any of their consumer customers. But that is a bad way to do business.
We got a refund but it is still an open question - and I have asked Airbnb directly, why their customer support does not notice or care when a customer has strong positive reviews? And why does that not help create an environment of trust? But have yet to hear an answer.