IME, the larger a company, and the longer it exists, the more it asymptotically approaches evil, and the less awareness and responsiveness there is to actual end-user experience, and these two factors in the end are the demise of large companies.
Google, Facebook, AirBnB and I would say now Amazon too, are all on this path.
No one like them or trusts them, they are broadly considered evil and their services are used where there are no reasonable alternatives or their monopoly hold of whatever form acts to prevent users from leaving, but the moment there are reasonable alternatives, those companies will be deserted.
Speaking for myself, I have used AirBnB a great deal over the years - back in the early days I thought it was an amazing company. Now I avoid it as much I possibly can; hell, whenever I come to log in again I have no idea if log in will even work, with whatever latest false positive alarm that might have been introduced. It is my last choice, not my first, and I would be very happy never to use it again. When people are writing that about your company, the writing is on the wall.