Terms and Conditions Apply: Airbnb

Posted on by Karthic Vaidyanathan

The following post might look like a rant but this is a summary of the true events and how our group felt that we were taken for a ride by Airbnb. We had nowhere to complain or raise a grievance to help make things better. What was supposed to be a good break for us started as a nightmare. The year-end plans went for a toss thanks to the awesome Airbnb support staff and policies. For the first time, I felt the pain of not having enough time to read the fine print under the asterisks.

On Dec 21,2022, the federal weather agency issued a winter storm warning Canadians of the large amounts of snow followed by strong potentially damaging winds that could cause power outages across Ontario and Quebec. (Link source: CBC ) Flights and train routes were affected. One via rail had derailed en route to Ottawa and some passengers were even trapped inside the Via rail that followed the derailed one. Via rail sent us a notification 24 hours before travel that our onward journey is cancelled. Considering the severity of the storm, we decided to cancel our trip and contacted Airbnb to cancel our trip and what followed was a horrible experience with our friendly neighbourhood representative.

Inconsistent policies: I had spoken to four or five different customer service representatives and found that Airbnb’s policies are inconsistent. I received different answers to the same question from different customer service representatives. One mentioned that I was eligible for a 100% refund, another 0%, one didn’t know about the policies and wanted to contact the host for a refund. Rare weather events according to their policy are considered an event that entitles you to a 100% refund. But thanks to their awful customer service I didn’t even get 50% back.

Slow response times: I understand that it might have been horrible for them due to peak requests for cancellations. But the ones who I worked with worked at a snail’s pace. They figured out at around midnight after 4-5 hours that they need to contact the hosts who were asleep by then. In fact, it was the host who contacted me to tell me that he has offered a 50% refund as this is a last-minute cancellation. The customer service agent who I spoke to was not even aware of this and took hours to confirm this on their end.

Lack of helpfulness: Each customer service representative had their own answers and had their own interpretation of the policies. They were restless and were reading lines from a script rather than understand the situation. One customer representative cancelled my booking without my approval. My booking was for $1,200 and as per their calculation 50% is some $400-odd. They mentioned that Airbnb would only return any % of their fees if the host issues 100%. What is the customer service here. Basically, Airbnb pocketed $200+ without offering any service. To top it all, they charged the host and the host could relist the property again. There were no apologies or any regret shown from the agent. Nor did they even try to make an effort to help the customer in distress. If this winter storm that derailed a train is not considered a extreme event I do not understand what would qualify under Airbnb policies.

After all this mayhem our group still had a good vacation in Ottawa and the places around the capital. Thanks to my travel card which has an annual fee of over $100, we were able to recoup more than 90% of what we lost with Airbnb. Until then, I had my reservations about paying annually for a card but the $120 I paid for the card is totally worth it. My recommendation for everyone would be to get at least one card with features like travel insurance built in that will come in handy in uncertain times.

Airbnb can improve its customer service in many ways, some of them are

  • Be Accountable and Transparent: Airbnb customer service agents mentioned that they will only refund their service fees and other charges if the host issues a 100% refund. Even though the host returned 50% of the booking fee, Airbnb retained their charges, which amounted to more than $300. Should they not be transparent about these charges, be empathetic towards the customers, and match at least what the host refunded?
  • Clearer Communication: Communicate more clearly with your customers, especially when it comes to cancellation policies and fees. Every customer service agent had a different answer to the same question.
  • More personalized support: Airbnb should offer more personalized support to customers, taking into account their current situation, especially in places that are prone to weather disruptions. They should also bring priority and severity levels to their tickets and maintain a log of the conversation which the customers should be given access to.
  • Better training for customer service representatives: It felt like the representatives were reading from a script. Airbnb should commit and invest in better training for its customer service representatives to ensure that they are knowledgeable, accountable, empathetic, and have a clear path to escalation. Provide local support for the region wherever possible or at least give them access to know what is happening in that part of the world.

In a nutshell. Airbnb has lost a customer in me and I would encourage people to book with a card that has travel insurance bundled in.

“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.”

— Henry Ford, Founder of Ford Motors

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Winter Wonderland 2022: Things to do in Ottawa – Quebec

Posted on by Karthic Vaidyanathan

After an incredible and hectic eleven months of 2022, my wife and I were looking forward to December. Most offices shut down the last 10 days of December across Canada and USA and people look forward to travelling even though COVID bowled a googly, in other words a curveball the previous 2 years. We were looking forward to this winter break to refresh and rejuvenate. The holiday started with one of the worst winter storms that Canada and the USA had seen. This threw a spanner in the holiday plans of many tourists. Flights, buses and trains were cancelled at the last minute, ours was no exception. The train operator “Via Rail” cancelled our plans a few hours before our scheduled start. But, an ad-hoc plan turned out to be an excellent experience. Here are some places that we visited during this winter that made our holiday season a very good one and might help plan your next trip to the Canadian Capital a pleasant one. Feel free to use this blog to create an itinerary of your own.

Abraska Laflèche: This place is a must-visit in the Ottawa/Gatineau region. This was a 30-minute ride from our Gatineau stay and downtown Ottawa. I would suggest booking the stay at Gatineau or the outskirts of Ottawa to save some dollars and avoid traffic. The staff at the location were very friendly and comfortable in both English and French. The guide (Our guide G.I. Joe, a.k.a Jonathan) knew well about the caves and the locations nearby. The hiking through the caves was about an hour. Hiking is a bit strenuous and involves walking through low ceilings and climbing steep stairs. But the experience is worth it. The guide was very helpful in helping us hike with ease and also shared some interesting insights about the caves and also asked some interesting questions about the cave. The experience of sitting inside the cave in complete darkness was spellbinding. I could sleep there with my eyes open. There is also an experience to camp inside the caves, we have added that to our bucket list. Winter hike through the forests is something we missed during COVID and if you get a chance rent their snowshoes and go for a good hike. Along the way, you also have some interesting riddles to solve along the way. The ziplining experience is reserved for summer and would be a great activity to do along with kids. Booking the ticket online is recommended.

Ottawa Winter Lights: The original plan was to see the Christmas lights in Quebec City but the winter lights in the capital were equally awesome. The streets of the capital were lit with thousands of lights. The dazzling lights are best enjoyed when you cover the streets by walking. Most of the streets that are lit are in and around downtown Ottawa. The icing on the cake is the multimedia projection on the Parliament center building. The multimedia takes us through the journey of luminous smileys that come alive in winter and travel across different landscapes of Canada illuminating the dark evenings. The lighting and the multimedia shows happen only during the holiday season, make sure to check the timings of the winter light show on the capital website before planning your trip. There is no parking in Capital Hill, so use SpotHero or any other app to find the best parking spot. There are many restaurants in and around the parliament building, check out York street. Do not miss out on Zak’s diner’s milkshake and the out-of-the-world moulin de Provence bakery.

Canadian War Museum: I have always found Canada a safe country, never have I heard about Canada’s involvement in any war. Many could even wonder why Canada needs a military. All those questions would be answered when you visit Canadian War Museum as they walk us through the different wars that shaped Canada from pre-contact warfare to the current warfare across the world. If you are a lover of history, you could probably allocate a day to this fascinating display of different eras of war. The Museum is located in Ottawa near parliament hill. Plenty of paid parking space is available. The museum was divided into 4 different zones, the Early wars, the First world war, the Second World war and the Cold war to the present. The artifacts on display like trenches, and war zones must catch your eye for sure. Some other displays like letters from the family, paper ads during wars, Hitler’s car, guns, and artilleries like cannons and tanks take you back in time. Some documentaries on war zones are sure to attract your interest. As a product manager, what I also liked about the museum was it had a mention of the estimated time you will spend in each section of the museum which helps you to plan better. Entry to the war museum can also be booked through Canoo App.

Parc Omega: A complete package for the family and I would call it the ultimate winter experience as we get to see Canadian wild animals in their natural surroundings. The snow-clad rocks, forests and freely roaming deers and other animals almost makes you forget that you are in a zoo. You can feed the animals like deer and boar that are considered safe with carrots. The 12-kilometre car trail lets one visit various types of wild animals like silver foxes, red foxes, wolves, turkeys, boars, deers, bison, elks, moose, mule deer and others. Due to winter, we missed out on the bears as we were told they were hibernating. The park also has some walking trails like the First Nations trail and the land of the pioneers. All along the way you would be treated with the joy of observing a plethora of wildlife. During winter there was also a show on the wolves where you get to know a lot about them and their behaviour. You also have a picnic area, a restaurant for a quick bite, and hot beverages in the middle of the car route. I would recommend packing your lunch for the trail especially if you go on a light day which might give you the entire day to enjoy the splendid beauty of the park. Omega park is located an hour from Ottawa or Montreal. Adding this to your itinerary is totally worth it. I am going back to the park in the summer for sure.

Canadian Parliament: Are you interested in knowing more about the place where important national policies are discussed and decisions that impact the lives of Canadians are made? Book some time to take a guided tour of the Canadian parliament and it is absolutely free. The tours are offered in both French and English. If you are interested in taking this 45-minute tour, book this when you plan your travel and the other activities around this one. Our group loved this experience completely and interestingly you can also attend the live session on a first come first serve basis. All tickets need to be booked online and there is no in-person ticket. Historic paintings adorn the walls of this beautiful Neo-Gothic structure. The tour takes you through the different chambers in the parliament and also guides enrich your knowledge through some fun trivia questions in between the tour. Fun fact: The word parliament came from the French word parler, which means ‘to talk’. Book your tickets through https://rts.parl.ca/en-CA/Home?

Vegetarian/Vegan-Friendly places tried

Pacini Gatineau: Italian; Plenty of vegetarian options. Avg: 35-40$ per person

Zak’s Diner: All-day diner, near Parliament hill, Must-try milkshakes $15-20 per person

Tanjai Ottawa: Authentic South Indian Restaurant, Good try, $25-$27 per person. Full Review.

Indian Cafe, Ottawa: Take-outs and short eats, Good channa masala and samosas, avoid their tea. $10-$15 per person. Not a must-try.

If you are wondering where to travel in Fall, check this post- Fall 2022

Destination Ontario: 2022 A Fall Trip To Fall For

Posted on by Karthic Vaidyanathan

“Humpty might not have had a good summer, but Humpty will surely have a great fall.” – read a quote in Wilno Tavern. This quote pretty much summarizes how my summer and fall of 2022 were. The summer was occupied with work, and hectic travel, in between fell sick and recovered, the lawn and plants took a beating due to the harsh winter and I could not wait for the fall weather to kick in.

“Love the trees until their leaves fall off, then encourage them to try again next year.”

– Chadd Sugg

I grew up in southern India which is highly tropical in nature. The sarcasm in the region is that the weather is just hot, hotter and hottest. But we did study that there are 4 seasons when I had actually experienced only 2. Fall was a season I had never heard of but it is the season that I look forward to every year since I moved to the United States. What makes the fall season so special?

Fall is a season that is all about pumpkins and one of the favourite drinks is not so spicy “Pumpkin Spice Latte”. What made fall even more beautiful was the ever-present warning of “Winter is coming”. The trees that were once green burst into gold, pink, brown, red and many other beautiful colours. The season activates your 5 senses: taste, smell, touch, hearing and sight, making you fall in love with the Fall season.

Things to do in the fall in Ontario.

Day 1 was about driving through Madawaska valley consisting of the beautiful locales of Wilno, Combermere and Barry’s Bay. The trip was planned in a way that we avoided the traffic on Highway 60 and went through routes that gave us a lot of surprises and many scenic spots to click beautiful pictures.

Kamaniskeg Lake Lookout: The trip started with this awesome place that is definitely worth the stop. This place was initially planned to be our lunch stop. There are no restaurants here, we planned to have our homemade food here. This picturesque place actually delayed our lunch by an hour or so. Such was the beauty of this place. This place overlooks the Ottawa river basin and an island dedicated to the Mayflower tragedy, one of the biggest inland tragedies in Canada. The place also offers some information on this tragedy and the locals mentioned that the trail around the lake is a must-try. One place added to our bucket list for the summer of 2023.

St. Mary’s Church: This magnificent church was our next stop; unfortunately, the church was closed. The region is known for being the first polish settlement in Canada. The views from the hilltop were spectacular and the church grounds are so well maintained. The fall colors was just awesome will never forget those views. This detour is completely worth a quick stop. Wilno Tavern restaurant is located close to this church. Fun fact: This is where i read the “Humpty Quote”, referenced at the beginning of this blog.

McRae Lookout Park: This place was not a part of the agenda and stopped us in our tracks. This scenic lookout park overlooks the Bonnechere river and the flowing water through the ruins is a sight to behold. The spot has plenty of parking lots and seems a bit of a detour, but I am sure this place will pull you to stop. This spot is a good place for a picnic or a hangout with friends. You can also find a nice shelter here to rest and hangout with friends.

Mount Molson Dairy Bar: This one was a quick pit stop before our dinner. The dairy bar is run by friendly staff and is located in a spot where you would lose track of time. This place is situated on top of the mountain overlooking the Ottawa river. They serve Kawartha Lakes Dairy and this is a window service takeout. Grab an ice-cream, sit at the top of the ski hill and enjoy the stupendous view of the Ottawa River!

Day 2 was spent in the majestic and beautiful Algonquin park. The provincial park is home to different kinds of flora and fauna. The fall(autumn) is the best season to visit the park and highway 60 is the most popular route used by tourists to enjoy the colours. You do not need a permit to access the highway but purchase a permit and book a date to access the facilities like parking, trails, and rest area.

Sand Lake Gate, Algonquin Park: This gate is located on the East side of the park. This place contains information on the park, permits for various parks, information bulletins, and restrooms. I would advise using the restrooms here as the restrooms near the trails are not super clean. If you plan to cover multiple trails getting a daily pass is a better deal. The staff here were very friendly. The place also sells some Algonquin park merchandise.

Barron Canyon: The sand lake gate is the entry to Barron Canyon. The drive to the trail offers various photo-ops. Set your google maps ahead of time as you will lose signal after you cross Sand Lake Gate. This is a medium-level 1.5 KM loop trail. I have trekked this trail in both Fall and Winter, and the hike is totally worth the time. The course and the cliff are very picturesque. This is not a kid-friendly trail and has a high unfenced cliff which can be fatal. So, make sure to keep a watch on your loved ones.

McManus Lake: The truly hidden gem and a must-visit spot. This is a bit of a detour from the Barron Canyon and there is absolutely no signal in your cellphone so make sure you trust your map and stay on the route. The route is a little tricky to handle as it is narrow so do not speed, and be cautious while driving. The lake is accessible and a good place to hang out with friends and family. The view of the mountain and the forest on the other side of the lake makes the place even more special during the fall season.

Driftwood Provincial Park: The park is located on the Ottawa River directly across from the mouth of the Dumoine River. This park is located very close to the highway making it easy to locate. During the summer, this water is warm enough to swim, and the small trail that takes you to the top of the rock is an experience worth it in the fall season. There is a small boardwalk leading into the lake which can be used as a runway to jump into the lake or take some excellent photos. The boardwalk sways a lot so caution is advised when using the boardwalk.

Deep River Marina

Deep River Marina: Small little town took me by surprise during my first visit. This place reminded us more of Schitt’s Creek as this was a self-contained town. There is a sand beach here for you to enjoy the warm water during the summer and a small trail leading to a boardwalk which makes the view romantic. We also found many boats docked by the locals and the place is known for canoeing.

Routes:

My Maps: Link

Day 1: Route Link

Day 2: Route Link

Random Conversation: Why is my petrol price rising?

Posted on by Karthic Vaidyanathan

As a product manager, I have always been curious about learning from others and I take every conversation as an opportunity to learn. One such conversation left me with a lot to ponder about. It was a casual conversation with an autorickshaw-driver, that made me feel that a commoner is open to listening to others and using opportunities to learn from others as well.

Click here if you prefer to listen rather than read.

What started as a casual conversation about Uber and why auto drivers think that it failed them went to different tangents including politics. Though this part of discussing politics makes my family shrug urging me to avoid it, I strongly believe that there is no taboo associated with discussing politics and we certainly should be doing so, as it affects our everyday lives. The concerns exhibited by drivers contributed to my earlier article about Uber. The topic then took a tangent when we were discussing ideas about how their problems could be solved and that’s when he mentioned the Government being a part of the problem and how they have handled various issues including the constant price rise of gas(petrol).

When I mentioned to him that the war in Ukraine is also one of the variables behind the rise of Petroleum prices, he was shocked. To him, it did not make any sense, he could not understand how a war happening in a different country affects the rates of petrol in India. I wanted him to assume that there are 100 taxis run by 5 different associations owning 20 each that supply taxis to bring employees to work. One association is banned by the committee of taxi owners for some malpractice. Now the total number of taxis that can run in the market is reduced to 80. But the total number of customers remains the same. Because of the demand for taxis, companies will want to bring their employees happy and bring them to work, so would engage in a price war. This pushes the cost for the companies up and the taxis will be given to those companies that bid a higher price.

Similarly, India is predominantly dependent on other countries for Oil and Gas with OPEC countries being the major contributor. Though, India was buying not more than 2% of its oil. Russia the 3rd largest producer was sanctioned by many countries like USA, and Canada for invading Ukraine. This caused the countries dependent on Russia for oil to look for alternate sources thus causing a price war for crude oil. This is a classic Supply Vs Demand issue. This indeed was an Ah-Ahh moment for the driver. Besides, this there is so also the factor of low crude oil production from OPEC nations contributing to this price rise. But that is a topic for another day.

Photo by Engin Akyurt on Pexels.com

He was genuinely shocked when I told him that in Canada and the USA in 2022, the price of petrol rise by more than 100% compared to the prices in 2021. The price of 1 Litre of petrol in Canada was 0.95 cents in some locations in 2021 and it was selling for $2+ in June 2022 in the same location. The situation in India is not as gloomy as it is projected always. As I alighted from his auto, he thanked me and wondered how much information is not being shared or discussed in mainstream media.

Unfortunately, that’s where the bias of the media comes into play and such critical information which will help a lot of people is left unattended by the media in Tamil Nadu. All the debate in the media was just blaming the government and not even one tried to explain the reality. I believe each and everyone should invest some time to educate others about some basic functioning of the world to help them make better decisions and not let be fooled by politicians/media houses that want to create a mass mentality in understanding issues seldom analyzing them. Even schools and colleges should have a mandatory course in basic economics which would help students understand the functioning of the real world.