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您歐洲商展/行程的夥伴與幫手

Monday, Oct 18, 2021

對許多人來說,400元台幣的差異,或許在被不斷被洗腦"沒有錯"的情況下就接受了,因為一個大公司如同airbnb,幾百萬人使用,怎麼可能犯錯?很少人會追根究底反抗權威,在這種狀況下,一個人400元能讓他們得到幾千萬的額外獲利,真的很驚人。

在airbnb客服終於承認系統有bug之後,另外一個客服寫信來周旋了,當然開始還是抱歉,然後提供給我一個解決方案,說因為系統的錯誤,他們願意吸收服務費,但是我必需先付超額費用,之後再退款給我。

我的回覆是,我不認為這是合理的。

客服火了,從文字上很明顯看出他發火,連續問我三個問題:

"你總共會有多少人要住房?"

"你還想預訂這個房嗎?"

"你想要取消此預訂嗎?"

 我回覆他:

 "我為什麼要支付更多費用然後獲得退款? 如果你是客人,你願意這樣做嗎? 我有權獲得對的價格後付款,這是再基本不過的。但從一開始,價格就永遠不會是正確的。 如果我不注意不堅持,airbnb或屋主可以很容易地從客人那裡獲得額外的錢,如果顧客沒有發現,你們會自動退款嗎? 這是誠信問題。

我說:

"你的問題聽起來像我應該毫無疑問地接受這個提議,否則這只是一個麻煩製造者。"

客服更惱,他說這是例外狀況,他已經試著幫助我解決問題,但我不合作,只愛爭論。

我說:

"是的,我將取消這個預訂,但必需退還給我全額,包括服務費, 我不認為我得到任何服務,但浪費了很多時間。"

他以迅雷不及掩耳的速度馬上取消預訂,也沒有知會屋主,屋主馬上發來一封message,震驚於為什麼預訂取消了,我告訴他狀況後,他問我願不願意重新預訂

這個取消對airbnb來說其實不痛不癢,沒有太大損失,真正損失的是屋主,所以屋主當然關心。


如果客服收起他的傲慢,我會告訴他,再簡單不過了,只要取消我的預訂再重新預訂,理論上應該就不會有這個問題,因為看起來bug是出現在預訂後的更改。但airbnb整體訓練,在意屋主收入的程度顯然不高,而是在想辦法怎麼從系統設定賺到更多服務費。

而我已經有備案,早就在兩天前事情剛開始時,已經在booking.com預定了另間可退款的房,在取消airbnb的房,且不被扣取服務費的狀況下(預訂後超過48小時,取消就不會退回服務費),
booking.com費用多了8百多塊,但位置和房型都更合適,不用有人睡客廳。


以一個顧客的立場,當然希望airbnb更方便,更好用,可以找到好房子。然而幾次和airbnb互動的結果,個人的感覺是,這個企業似乎大到有些傲慢了,從聰明定價不承認系統有誤,到好幾次使用都要我不斷的教主屋去檢查設定(否則我要被多收錢),到片面取消預定完全不用知會屋主…。除此之外,每個人都會告訴顧客,你就多付錢嘛,到時候再退給你,我很好奇,如果你自己是顧客,你願意嗎?

企業有競爭多麼重要,
沒有競爭只有壟斷時,消費者就不會有好的產品。開始希望它的競爭者可以出現,airbnb在歐美應該是最多人使用訂房網,可以找到物美價廉,且很認真經營的屋主;但系統的設計有很多的不便,包括找房子時的地圖位置、價格的一致性(可信度)、顧客評論的可信度等等,它所造成的麻煩和所要花費的時間,即使使用它已經快十年,訂過將近3、40間房,仍讓我開始盡可能的使用其他訂房網,如booking.com


但也因為這樣,發現了許多捷克當地的訂房網,特別是小木屋訂房網,這些在郊外
森林湖邊,風景如畫的小木屋,價格一點都不貴(如下),還能租下整棟小木屋,從2人居住到幾十個人都有。看著這些大木屋小木屋,整個像是回到童年卡通的回憶,深深愛上,恨不得住遍所有小木屋。這種非常捷克的文化,適合非常喜愛大自然,不想在大城市趕行程的人。

 

 

 

這棟小木屋閣樓有可睡四人加一個小孩,一週五千捷克幣,若以2人計,一個人一天約台幣不到600元。

閣樓陽台

 

紅紫的花像跳舞的小人兒,這兒像是世外桃源,又像是住在童話世界

 

 

 

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