Our Commitment to Trust & Safety

#1

Post by mikecaron » Mon, Aug 01, 2011, 8:52 PM UTC

Our Commitment to Trust & Safety
blog.airbnb.com

Re: Our Commitment to Trust & Safety

#2

Post by billclerico » Mon, Aug 01, 2011, 8:54 PM UTC

though he humbly suggests the opposite, this is a great example of how to deal with a crisis

Re: Our Commitment to Trust & Safety

#3

Post by swombat » Mon, Aug 01, 2011, 8:56 PM UTC

I wonder if this will be killed like http://news.ycombinator.com/item?id=2834066 ...

Re: Our Commitment to Trust & Safety

#4

Post by mashmac2 » Mon, Aug 01, 2011, 8:58 PM UTC

Well, this certainly drags AirBnb into the eBay and PayPal sized fraud prevention industry... and I wonder how this will affect the vibe of the website. Certainly, AirBnB will survive this ordeal, and gain more name recognition from this event. Hopefully it doesn't do things like kill their profit margins or harm the ease of renting through AirBnb.

Re: Our Commitment to Trust & Safety

#5

Post by mef » Mon, Aug 01, 2011, 8:59 PM UTC

Seems like a pretty good response to the situation, especially the host insurance, 24-hour customer service, and improved guest verification.

For Brian Chesky's sake I hope the SFPD actually have a suspect in custody this time.

Re: Our Commitment to Trust & Safety

#6

Post by llambda » Mon, Aug 01, 2011, 9:02 PM UTC

swombat wrote: post #3

I wonder if this will be killed like http://news.ycombinator.com/item?id=2834066 ...

Those articles were killed because they essentially added nothing new to a tired plethora of similar or same articles.

Re: Our Commitment to Trust & Safety

#7

Post by benologist » Mon, Aug 01, 2011, 9:02 PM UTC

mashmac2 wrote: post #4

Well, this certainly drags AirBnb into the eBay and PayPal sized fraud prevention industry... and I wonder how this will affect the vibe of the website. Certainly, AirBnB will survive this ordeal, and gain more name recognition from this event. Hopefully it doesn't do things like kill their profit margins or harm the ease of renting through AirBnb.

I think the only part of it that wasn't inevitable was the up to $50k reimbursement, that shouldn't bankrupt them if the incidence rate stays low. Their support team growth was almost definitely going to have to double (and prob more) this and next year anyway.

Re: Our Commitment to Trust & Safety

#8

Post by natural219 » Mon, Aug 01, 2011, 9:03 PM UTC

I bet the vandalizer feels pretty smug about himself right now.

Re: Our Commitment to Trust & Safety

#9

Post by cosgroveb » Mon, Aug 01, 2011, 9:05 PM UTC

A $50,000 guarantee seems a bit low. Condos in OK neighborhoods here in Chicago start at around 200K so theoretically a lot more than 50K in damage could be done.

Re: Our Commitment to Trust & Safety

#10

Post by bugsy » Mon, Aug 01, 2011, 9:06 PM UTC

Awesome response and the right thing to do for everyone's sake.