to that end , these terms provide for a two-part process for individuals to whom section 19.1 applies : -lrb- 1 -rrb- an informal negotiation directly with airbnb 's customer service team , and -lrb- 2 -rrb- a binding arbitration administered by the american arbitration association -lrb- `` aaa '' -rrb- using its specially designed consumer arbitration rules -lrb- as modified by this section 19 -rrb- .