Earlier quoted context omitted.
Ugh, to be honest I get tired whenever I see the "Why did company XYZ need so many people, they're just a website!"-type comments. While it is definitely possible AirBnB was bloated, it's not hard for me to imagine at all what all these people did. AirBnB is a relatively high-touch business, so I imagine a huge number of those people were in customer support/customer relations, both for travelers and for property own…
It's a high-touch business but more and more that touch is someone to tell a traveler that the scammer that took their money gets to keep their money.
I am sure there are horror stories where people didn't like their AirBnB, but I am also sure they didn't pay for that AirBnB.