Monthly Archives: August 2017

Lies, obfuscation and contempt – an AirBnB story

I love AirBnB.   Please don’t let the title above convince you otherwise.  Actually, to better express my sentiments, I should probably say that I love the AirBnB concept.   The simple business genius of it aside, it’s done so much genuine good: prompting and enabling, for ordinary people on a vast scale, experiences and livelihoods that would otherwise not have been possible.  When it works, which is most of the time I’m sure, it works a treat.  I’d venture though that it’s in adversity that core truths are revealed, be it about a person, or an organisation.  If my story is anything to go by – and on the one hand that I’d concede it’s just one story, whilst on the other I’d question, as should you, whether it’s an aberration or an indication – the treat it seems can easily sour into a trick.  If you’re a prospective AirBnB user then stay with me as I tell my story.  Forewarned is forearmed.

The story begins rather well.  I booked an apartment in Rio de Janeiro – for three of us.  The host levies a surcharge of US$25 per person per night, for occupancy by more than two guests.  Fair enough.  The third person subsequently withdrew from the trip.  We advised the host of this late change shortly before arriving.  The trip then unfolded relatively pleasingly.  The accommodation was pleasant, if not ideal.  Specifically there were two points which bothered us:

Firstly this apartment was located immediately adjacent to a play school for young children, resulting in constant, excessive noise from just after 07h00.  There was no reference whatsoever made to this in the listing, which I felt was a somewhat disingenuous omission – especially for a holiday let:  who wouldn’t relish a little lie-in during their break?  This information would have been a material consideration for us and for most others I’m sure.

Secondly, the host offers access to “his driver”, free of any commission, for transits from the airport, elaborated as follows:  “I urge you to take advantage of this generous offer.  It is in your interest to avoid added costs and stress…”.  Our conclusion, reasonable I think if admittedly lazy, was that this was a competitive rate, so we took him up on it.  On returning to the airport via Uber, and after subsequent research, we learnt that we could have done the trip for 25% of the cost.  Whilst Uber and a driver with a placard are different types of services, we felt, given the scale of the difference, that most people would want to know about it, rather than succumbing to the same assumptions that we did.

These are the “perils” of this format, and this is what the review system is there for.  We mentioned both points in an otherwise and overall positive review.  The host reviewed us (we use my wife’s account) as follows: “Marni is a charming and experienced (URL HIDDEN) to host anytime!”.  Keep his review in mind as we continue with the story, particularly the fact that AirBnB redacted it.

The Review

On seeing our review the host went postal – a reaction, an attack really, that ranged haphazardly over a lengthy international telephone call, and then a series of emails, to eventually stalking us on Facebook, slinging mud and spewing lies.  The details aren’t relevant or important – this isn’t a story about unpleasant and vindictive people; they’re unfortunately just a part of life.  The gist of it, what you need to know, is that he wanted the review removed, which on principle we refused to do.

A month or so later I arbitrarily checked on the review.  It was gone.  We got in touch with AirBnB, to be told that our review had violated their content policy: “Reviews are the backbone of Airbnb’s community. In order to maintain this structure, we have guidelines in place that ensure that all reviews are fair, honest, and relevant to your travel and experiences.  The content of your review did not comply with these guidelines. It is therefore our responsibility to hide it from view. Your Host contacted us regarding this”.  Now let’s skip past a series of aggravating emails disputing this outcome, and being repeatedly stonewalled with non-explanations, to the end of this particular chapter.  After tweeting our discontent – it’s a little frightening that it takes public exposure to beg some common courtesy from a place where you’re spending your money – we were put in touch with “Jenny” at the head-office, who was slightly more forthcoming:  the reason our review had been deleted she said was that it had violated another policy that precluded reviews from mentioning company names (ours mentioned Uber).  A recent policy change also meant that reviews could no longer be edited under any circumstances, thereby neatly taking the option off the table for me to make a quick change to remove this offending mention.

But this explanation does not add up:

  • The review in fact was not deleted because of this Uber mention. This was only brought up much later, after our tweets, once Jenny got involved.  As quoted above we were clearly told that, motivated by the host, it was deemed by AirBnB to be unfair, dishonest and or irrelevant.  When we had queried how AirBnB could come to this conclusion without speaking to both parties (us as well as the host), and what it was about the review that did not meet these standards, we were told repeatedly, by two different people, without any further clarification, that the decision was final.  Medieval style justice, as dispensed to the peasantry.
  • The Uber mention at this stage (a stage which lasted weeks) had not yet been identified, or had not yet occurred to them (otherwise they would have referenced it). There would be no reason not to, as it later proved an easy out (the only out).  Yet in its absence despite having no valid substantiation for deleting the review, despite the process by which they went about it being flawed, and despite having both these points emphasized to its staff, AirBnB doggedly stuck to its position.  One has to wonder why.  Gross incompetence?    It seems less than likely with multiple parties involved.  The logic we were presenting was compelling and not difficult to grasp.  It seemed rather that the decision was predetermined.
  • Eventually, in the Uber mention, AirBnB found a rationale that could stick, at least in terms of the letter of their policies. But even this doesn’t make sense.  Why would an organisation that (in its own words) considers reviews to be the “backbone” of its community choose to delete one in its entirety, when a basic redaction would have brought it back in line?  It should, one would think, be bending over backwards to encourage and enable a preponderance of reviews.  Our host’s review was redacted (ostensibly for some sort of a policy violation), but it seems that we could not be afforded the same treatment.   This question, like most of our other questions (such impertinence!), also went unanswered.

The Surcharge

I requested a refund of the surcharge.  My understanding of this surcharge was that it was there to compensate for the incrementally heavier use of the facilities and utilities, and for any additional items provided, by way of toilet paper, soap and so forth.  There was no third person and we’d given a day’s notice, enough for the host to avoid any attendant costs (i.e. withhold said extra items).   But I was open to another explanation.  I conceded from the start that if there was good reason for the charge I would withdraw the request immediately.   As became a feature of my dealings with both the host and AirBnB these types of questions would not be answered.  I was again relentlessly stonewalled, and quoted policies that did not make sense.   I still have no idea how or why the surcharge is justified.  I paid US$25 for eight nights, US$200.  I may as well have been mugged in the backstreets of Rio, with the police stopping just short of cheering for the muggers.

The host responded that his policy (the AirBnB “Strict” cancellation policy) required cancellation (I guess notice in this case) seven full days in advance, which had not happened.   When I pointed out that the policy did not specify that it applied to the surcharge he changed tack to find something that would stick (a feature of this story), insisting now that another AirBnB policy required me to “make a claim” to AirBnB within 24 hours of check-in.  I was lost by all the policy talk – I am after all, like most, just a casual AirBnB user – and I’d learnt enough about this guy at this stage to be disabused of any faith that he’d be fair or reasonable so I pursued the matter further by requesting AirBnB intervention via their “Resolution Centre”.   When AirBnB denied the claim (the fourth different staff member I dealt with regarding this stay), it was on the grounds that I had not made an “alteration request” on check-in.

Now imagine for a moment that you’ve booked into a regular hotel on a similar basis.  On check-in you advise the staff of the change.  They say nothing.  On check-out you are charged nonetheless.  You protest.  You didn’t fill out the alteration form they tell you.  You didn’t tell me about this alteration form, you say.  Tough shit they say (effectively), it’s our policy.  It’s quite simply an inconceivable situation.  It would never happen with any ethical establishment.

Yet, with AirBnB, it has and it does.  I was charged for something that I advised upfront I wouldn’t use, that I then didn’t use, and that didn’t cost anyone anything.  And I was charged for it because I didn’t follow a process that wasn’t flagged to me, of which I wasn’t aware, and of which I’d suggest any awareness on my part could not be reasonably expected.  Why didn’t the host bring the alteration request to my attention when I advised him of the change in plans?  Surely this is where the responsibility belongs?  In this fiefdom of the fine print though, it seems that the law lords have deaf ears.

I acknowledged from the start that this is just one story.  It doesn’t prove anything beyond this single case of appalling service.  But it certainly musters justifiable supposition.  We transact with AirBnB, as we do with most apparently reputable companies, in good faith – in the belief that the company, if not the individual host, will treat us fairly and with respect.  That it certainly didn’t happen in this instance; that I’m out of pocket for no good reason, and that other guests will likely be misled when booking this apartment, is disconcerting.  But more worrying – for all of us – is that this might be the tip of a very large iceberg.  In the absence of sensible answers, for which multiple invitations have been proffered and rejected, we are left to our inferences.   The matter could be ascribed to a series of unfortunate mistakes, or to some truculent staff, or to something equally isolated; it could though feasibly also point to something more sinister, such as a systematic bias towards hosts, who effectively represent the income-generating assets of the business, or indeed a systematic bias to whatever happens to best serve the company’s interests in any particular given case.  But what do I know?  I just have my one little story.  Let’s then consider this to be just another review – a little bit of karmic balance for all those reviews that may have been deleted and those surcharges that may have been withheld, and a little cud to chew on as you’re deciding where (and how) to stay on your next holiday.


During August I submitted this article to a few media outlets for publication.  These outlets in turn approached AirBnB for comment.  Shortly thereafter we received an email from AirBnB (18/08/07) confirming that a (another) investigation had taken place, and concluding as follows: “we can confirm that there was no violation on the review and we can reinstate the review”.  I can verify that this has been done and that the review is back up on the site.

The same email went on to say: “Another part we want to address from your letter is the fact that it’s fully up to the host to refund you for the extra charges. The person surcharge is not included in the cancellation policy and if the host refuses to refund through the resolution centre, it’s up to him. I hope you understand our policy in this matter”.

I rejected this explanation – for the reasons I propounded in the article.

We then received another email later the same day, informing us that “a refund of R2436 ZAR” had been issued to our credit card, but that it would take 15 days to reflect.  No further explanation was given.  I take it in good faith that this is the surcharge and that it will be made good shortly.

Update 2:

An article by Georgina Crouth taking up the matter was published on 28/08 in The Argus, The Star, The Pretoria News, and the Daily News.  The Daily News version is shown below.  Small correction: the Uber was about 25% of the cost of the host’s taxi, not 25% cheaper.





Clash of the Titans

The battle for number one.   Patrick Leclezio checks out the biggest and most intense rivalry in the single malt universe.

First published in Prestige Magazine (August 2017 edition).

There’s probably no greater engine for progress than competition.  It has defined our existence.  What is survival, if not a competition?  What is evolution, the mechanism culminating in an ability to build distilleries and make whisky (we can stop now!), if not the act of competing?  Competition elicits some of the finest human qualities – invention, excellence, determination – but also some of the worst, luckily largely controlled in our civilised world.  Healthy competition, by all objective measures, renders us, as a community, enhanced, advanced, and improved, across a range of endeavours, both the more and the less consequential.  Amongst the former, definitely amongst the former, somewhere between curing cancer and developing clean energy, is the crafting of single malt whisky.   And in recent times the thrusting and parrying between Glenfiddich and Glenlivet (The Glenlivet, if you want to be proper about it) has lit up this universe.

Following an extended era of persistent domination by Glenfiddich, the margins have been tighter in recent times, with the honours changing hands on two occasions in the last three years.  It’s not surprising that the onset of this competitive fervour corresponds with a period of tremendous activity and dynamism for the single malt style; its share of Scotch whisky sales have been on a radical incline.  Despite these gains though it remains a comparatively small and niched style; for all that I’m styling them “titans” the Glens, whilst significant in volume, having each crested the million case mark, are not mass-market brands.   Single malts appeal to a discerning audience, and whilst it may not be unswayed by extrinsic influence, it is relatively more attuned to the liquid itself.  In my opinion this makes the competitiveness in the sector a lot more meaningful.  If attributes like product innovation and quality rather than those like advertising and distribution, have a greater hold on the keys to success, then this can only be of benefit to genuine whisky lovers.   When Glenfiddich regained the mantle in 2016 brand spokesperson Enda O’Sullivan commented: “We are delighted with the current performance of Glenfiddich, and rather than focus on the best-selling single malt, we are committed to leading the category through innovation and creativity”.  It gives me a warm and fuzzy feeling to know that this is a space where the two can be one and the same.

This competition in fact can’t really be understood in a brand context.  Glenfiddich versus Glenlivet?  Those are just words.  The actual, visceral fight is taking place out there on various fronts, between the whiskies:  liquid against liquid.  I recently ventured out onto these battlefields, amidst the popping of corks, the clinking of glasses and the venturing of “slainte mhaths”, to visit with a few of those that are making a difference.   It became immediately evident, if indeed it hadn’t been already, that the story of their mettle, of the iron within their fists, like the Roman legions of old, begins with their superb foot soldiers.

The 12YO’s in each stable are what you expect them to be and more: of broad appeal, and consequently of moderate flavour, exceptionally reliable, and universally enjoyable.  If any of this sounds underwhelming then bear with me as I elaborate.  I drink a lot of different whisky, much of it old, much of it uniquely flavoursome.  I guess you could say that I’m whisky spoiled.  Nevertheless, I’ll drink a Glenlivet 12YO, or a Glenfiddich 12YO, anytime, anyplace, following any other whisky, and I know, beyond a shadow of a doubt, that I’ll savour every moment of it.  After work drinks, after dinner drinks, high society drinks, watching the rugby drinks, gala evening drinks, you name it, they’re up to it.  The nutty pineapple sponge flavour of the one, and the soft, melt-in-your-mouth fruitiness of the other guarantee satisfaction to almost any palate.  When I said exceptionally reliable, I meant just that.

The rest of their core ranges is faultless, there isn’t a middling whisky to be found.  Amongst the Glenfiddichs, the 14YO Rich Oak and the 15YO Solera Reserve deserve high praise.  The Rich Oak’s depth of flavour is a treat in such a young and affordable whisky, a testament to the casks employed, whilst the solera vat’s legendary status is well deserved, delivering a breadth and balance that’s virtually unparalleled in this whisky’s class.  On a rand for rand basis it makes a claim that is difficult to challenge, such is the value it delivers.   When I consider the Glenlivet stalwarts it’s the 18YO that immediately jumps out.  Here a prominent sherry influence pervades, powerful raisin flavours overlaying citrus fruits, apricots, and fudge, assembling into a whisky that’s quite simply marvellous; one of those that I’ve chosen to mark portentous moments in my life.

Faultless is one thing.  But you can’t expect to prevail only by not making mistakes.  The SAS has it right.  Who dares wins!  Both of the Glens have dared, both have reinvented battle strategy – with products that are bold and different.  Glenlivet’s  Nadurra range went back to its roots, its Guardians Chapters inserted consumers into the blending process, a result of which was the show-stopping Exotic, and its Alpha introduced a new style of cask to whisky.  Glenfiddich’s recent Experimental Series may well be partly responsible for the latest tilting of the scales, both the IPA Experiment and the Project XX are explicitly distinct and interesting.  I was mulling over the XX during the last few weeks, trying to put my finger on what made it and its stablemate (a bottle of which I polished off in short order last year) so standout and so quaffable: it’s the casks’ profile obviously, these having been handpicked by the brand’s ambassadors given free rein to the maturation warehouse, but also the vatting.  My guess is there are young whiskies significantly included, but unlike many other NAS products, these two have matched execution to the best intentions motivating this format.  The younger liquid adds, in this case an appealing husky robustness, but it doesn’t detract.

I have no doubt that we can expect more new and exciting products from both brands in the years to come.   The battle lines have been etched, but unlike the real thing, this is a war in which everyone wins – not least us whisky fans.  The competition between the two is bringing out their best, as they spur each other to new heights.   The only problem will be choosing which to splash into your glass as you kick up your feet tonight.  Make it one (or two) of each – and may the dram be with you.

Prestige Aug 2017 whisky p1.jpg

As it appeared – p1.

Prestige Aug 2017 whisky p2.jpg

As it appeared – p2.