![]() But what do we do when they come in the way of our commitments to our customers? Sometimes a substitute product or service just isn’t enough. Not all the issues we face are in our control. When the system did not accommodate her issue, she went above and beyond to take care of a customer. And my Airbnb host excelled in it! She didn’t let an issue at her end come in the way of customer service, even though accommodating me meant that she had to take a trip to the hotel and be out of pocket a few extra bucks. As soon as I checked in, I felt relieved. “Now that’s excellent customer service” I thought. I wasn’t sure I would have a room when I reached Vienna.īut there it was. I still felt uncomfortable, as I had no way to verify. She traveled to the hotel, booked a room, paid with her own card and sent me the confirmation. When she offered me a nicer hotel my skepticism went down a bit. “Okay,” I thought, “I can work with her.” At least now I was sure she wasn’t trying to extort the deal. What was she trying to do? Charge a high fee, put me in to a low-grade hotel, and pocket the difference? Was the neighbor’s water incident even real? I wasn’t sure. She offered to book a hotel for me instead, and sent me some options to consider. Neither of the hotels she suggested were where I’d want to stay, although they were available at a rate per night much lower than what I had already paid her. I wanted to work with her, but truth be told, I was a little skeptical. ![]() She responded by saying the cancellation would cost her even more. ![]() ![]() As a customer, I didn’t want to pay for an issue on her side. Since it wasn’t my fault, I asked her to cancel the booking so that I may get a refund. She asked me to cancel my reservation through the system. Her neighbor’s apartment had a water leakage issue, and now her own apartment was not in a state to host us. A few days before my arrival, my host sent me a message informing me of an incident. This summer I was traveling through Europe and booked an apartment in Vienna via Airbnb. ![]()
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