Oooh! This is a fun topic to jump into.
No. Airbnb is not the cheapest but...I have been a host with them for over 5 years now and have had the opportunity see see them make many changes, some better than others. The site did used to function more smoothly but it is still good for the most part.
I cannot speak to how their customer service works in other countries but, here in the U.S, I can have an Airbnb representative on the phone (typically) in 5 minutes or less. They are in my favorites on speed dial. When I started, this service really saved my ass in a dire financial situation and, as I got better at hosting I have tried other sites (TripAdvisor/Flipkey and Roomerama) to fill in blanks in my calendar but I learned pretty fast that those other folks didn't compare and cheaper was definitely not necessarily better.
The first would not return a call in less than 48 hours, if at all. Their agent once reprimanded me for making a damage claim saying that $200 to clean my large area rug sounded too high-even though I had emailed them an image of the bill that I had already paid! They do not have a resolution center where they mediate a final and fair decision so it became an ugly email battle between myself and a very ignorant guest who proceeded to insult my home even though it was perfect for them up until they trashed it. And, they don't send the message to the guest until they have someone on their team review it first. Once I got a message the day after I had sent it stating that they didn't "approve" my message and therefore I must send another...what!?!
Oh! Also, I would get consistent emails from prior guests YELLING at me because I had not returned their damage deposit and it had been more than a week...obviously not my fault but theirs. This has never happened in 5 years with Airbnb, by the way.
The second site was free, meaning they did very little advertising, meaning I never got an inquiry...ever! So much for cheap!
But back to Airbnb's service; while they have gone through some very frustrating growing pains over the years, it was an Airbnb rep that calmed me down after some guests caused $600 of damage to my house. They were struggling with getting ahold of the guest and the credit card wouldn't take all of the charges but guess what, they paid it anyway and removed them from the site so none of their other hosts would ever have to deal with these yahoos! Another time when a guest broke a statuette in my apartment, I couldn't find a comprable replacement and just guessed the damage to be about $25 but the guest didn't want to pay. The Airbnb rep not only awarded me the replacement costs but found a replica that was more than $50 and appoved that amount to my account instead...Wow! That is customer service! And I know too, for guests if the host cancels on them, an Airbnb rep will step in and offer the guest an "upgrade" so they don't have to scramble to find another venue. And yes, of course, so they don't lose a booking and repeat customer.
Also, when you go to their annual Airbnb Open, you get the opportunity to witness how they really strive to be community oriented as they will provide hosts with opportunities to physically go help paint or somehow improve something in that community. And, as I was there at the Paris Airbnb Open and the Paris terrorist attacks occurred (Friday November 15th) which stopped everything in their tracks but Airbnb mobilzed immediately. On Saturday an Airbnb representative contacted me (and all the attendees) by phone and email to make sure that we were all okay and that I had a place to stay as they were happy to house me elsewhere for free if I didn't feel safe where I was. Do you think your alternative cheaper site is up to that level of conscientious customer service?
I think more competition will be great for Airbnb. They have enjoyed being at the top of their game and will not be giving that up without a serious challenge. It will give them even more opportunities to determine how to improve and make for even better experiences for their hosts and guests. I, for one really enjoy travel credit if anyone up there is listening at Airbnb headquarters : )
