Airbnb know their TRUE Customers.
This is a perfect example of a brand knowing their TRUE customers, identifying roadblocks & how to deliver satisfaction from Airbnb!
Airbnb know neighbours can close them down by opposing airbnb rentals because of bad behaviour from tenants.
So they reach out directly to neighbours and invite them to let them know of issues so they can be addressed, on this page.
This way the neighbour is part of the solution, doesn’t feel helpless and won’t have a reason to dislike Airbnb.
I like this so so much because it shows a thinking realistic management who value user experience as much as they value their brand!
After all, the neighbour is ultimately a customer on the other end when they are travelling.
The customer who is trashing the rental is not the true customer.
IF the customer who rented out the dwelling is a true customer, they will be guided as to how to avoid the situation in the future. If they don’t comply, they will be removed, because they are NOT the true customer.
Airbnb recognise their longevity and survival is dependant on properties being available to rent out. Many apartment blocks in Sydney have a strict no Airbnb policy due to earlier tenant bad behaviour. This has limited Airbnb property pool.
Imagine if bad behaviour continued and councils were forced to ban or legislate against Airbnb? The Neighbour contact page is the way Airbnb can enlist people right near the property to be their eyes and ears.
Once again proving GOOD CUSTOMER SERVICE & GOOD BUSINESS IS ALL ABOUT COMMUNICATION!