Creating Meaningful Connections

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Chapter 4: Tools to Strengthen Your Communication & Identity

It’s been quite a weekend here at Airbnb Headquarters. Our team worked around the clock to finish three features that help guests and hosts establish a more meaningful connection before booking. We are also now providing 24/7 phone support, ensuring that if you ever need us, our team will be here to help.
  • Voice Connect: Select hosts can now call and screen potential guests directly over the phone using Airbnb Voice Connect. Through Airbnb, hosts will be able to establish an instant connection to a guest over the phone. Numbers will remain private until a reservation is confirmed. We’ll continue to rollout Airbnb Voice Connect to select hosts in the coming weeks. Learn more about Voice Connect.
  • Video Profiles: If a photo says a thousand words, consider Video Profiles something more akin to a short-story. With Video Profiles hosts can express themselves to the Airbnb community and make a great first introductions. Video Profiles are available for all users (guests and hosts). Create a video profile now.
  • References: While reviews are the cornerstone of the Airbnb reputation system, references help people new to Airbnb get started building their reputation. Formerly known as recommendations, references are a complete makeover and enhancement to this feature. Everyone is now required to add profile photos before they can leave references. Finding your acquaintances and asking them to write you a reference only takes a single click once you are connected to Facebook. Build your reputation with references now.
  • 24/7 Hotline: On August 1, we promised you 24/7 phone support, and today we’ve delivered on that promise. We’re here to take your calls anytime at 1-855-424-7262. We know how important it is to talk to an actual person in an emergency, so when you need us, we’ll be here to help.
With this multi-week build cycle complete, we will continue to build more new features this week to improve trust and safety on Airbnb. Check back soon to see what we are working on. And once again, if you have feature requests, tell us here. Thank you for being part of our community and helping to make Airbnb better every day. 


Brian Chesky
CEO, Airbnb

For previous blog posts in the Trust & Safety Series:



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  1. Irene

    Don’t get too involved with too much. I don’t particularly want AirBnB recording and keeping my phone calls. I will never opt-in to that feature. Kind of creepy.

  2. Becca C

    Thanks! All these additional measures for security make me feel a lot better about who I host. I love the video profile capability! I’ve been waiting for that one!

  3. Jacob

    Great job Brian and Co. While there will always be trust hurdles, these features lower the bar significantly. But does this mean I must opt-in for VoiceConnect in order to be eligible for a refund in the event my guest cancels? I’m confused by the "Remember, by keeping your transactions on AirBnB you: …and would be eligible to receive a partial or full payment in the event of a guest cancellation."Thanks,Jacob

  4. James

    Too late.. Where all these measures has been before?

  5. BBMom

    It is nice when we can trust each other. And it is nice when we can have the freedom to be anonymous. but when it comes to the promise of keeping people safe, or the appearance of keeping people safe, there is only one proper thing to do. There must be complete transparency. There must be vetting of both host and guest. There must be credentials requested, and solid proof given before transactions are validated. Criminals "need not apply" as clients. The website must send its own photographer to the unit and to the person to verify that the photos is true. Until that happens, airbnb is no better than a bulletin board. Human trust can only go so far; if a company gives the impression of safety, it must stand by that promise as much as it possibly can.