Identify the unfair aspect with respect to the sentence extracted from an online Terms of Service:
```
to that end , these terms provide for a two-part process for individuals to whom section 19.1 applies : ( 1 ) an informal negotiation directly with airbnb 's customer service team , and ( 2 ) a binding arbitration administered by the american arbitration association ( `` aaa '' ) using its specially designed consumer arbitration rules ( as modified by this section 19 ) . 

```
. OPTIONS: ['Choice of law' 'Unilateral termination' 'Arbitration' 'Content removal'
 'Limitation of liability' 'Unilateral change' 'Jurisdiction' 'None'
 'Contract by using'].