With regards to EJ, we let her down, and for that we are very sorry. We should have responded faster, communicated more sensitively, and taken more decisive action to make sure she felt safe and secure. But we weren’t prepared for the crisis and we dropped the ball. Now we’re dealing with the consequences. In working with the San Francisco Police Department, we are happy to say a suspect is now in custody. Even so, we realize that we have disappointed the community. To EJ, and all the other hosts who have had bad experiences, we know you deserve better from us.
We’ve built this company by listening to our community. Guided by your feedback, we have iterated to become safer and more secure. Our job’s not done yet; we’re still evolving. In the wake of these recent events, we’ve heard an uproar from people, both inside and outside our community. Know that we were closely listening.
Today we are launching a new safety section of the website (www.airbnb.com/safety) with the following offerings:
Starting August 15th, when hosts book reservations through Airbnb their personal property will be covered for loss or damage due to vandalism or theft caused by an Airbnb guest up to $50,000 with our Airbnb Guarantee. Terms will apply to the program and may vary (e.g. by country). This program will also apply retroactively to any hosts who may have reported such property damage prior to August 1, 2011.
24-Hour Customer Hotline
Beginning next week, we will have operators and customer support staff ready to provide around the clock phone and email support for anything big or small.
2x Customer Support Team
Since last month we have more than doubled our Customer Support team from forty-two to eighty-eight people, and will be bringing on a 10-year veteran from eBay as our Director of Customer Support next week.
Dedicated Trust & Safety Department
Airbnb now has an in-house task force devoted to the manual review of suspicious activity. This team will also build new security features based on community feedback.
Contact the CEO
If you can’t get a hold of anyone or if you just want to contact me, email email@example.com.
We’ve also added several other safety-related features to strengthen the trust and confidence of our community:
Suggestions for both guests and hosts on how to utilize our tools to better inform your decisions.
Our updated user profiles chronicle their public history on Airbnb, giving you more insight than ever about a potential host or guest. Along with standard social information, you’ll also see if a user has verified their phone number, connected to their Facebook account, and whether the majority of their reviews are positive or negative. And as always, you can read their reviews and references.
Customized trust settings
We now give hosts the ability to set custom trust parameters for bookings; those who don’t meet the specified requirements will be unable to make a reservation. Selections for Trust Settings include: verified phone numbers, profile descriptions, location information, with more coming soon.
Product suggestions poll
Have more ideas on improving safety? Now, you can submit and vote on the best ideas through our new product suggestions poll.
When we first started Airbnb, I told my mom about our plans for the business and she said, “Are you crazy? I’d never do that.” But when I told my late grandfather he said, “Of course! Everyone used to stay in each others’ homes.” We’re bringing back this age-old idea with new technology. Now each day, you and the rest of the community are creating meaningful connections around the world.
Thank you for being part of Airbnb.Sincerely,