Peace of Mind. Guaranteed.

logo-thumbnail-blue About Airbnb
The birth of Airbnb is a unique story. But the founding of our company simply does not compare to recent events. Two weeks ago, Airbnb got a wake up call. We experienced what felt like a rebirth, and we have since committed our company to trust and safety. Since the beginning of August, we have designed, built, and shipped over 40 new trust and safety features. Check out a list of the new features in our Trust & Safety Center.

 

Some changes you will see right away (video profiles), while others are working hard behind the scenes (advanced fraud algorithms). They all come together with today’s launch of the $50,000 Airbnb Host Guarantee.

 

 

$50,000 Airbnb Host Guarantee
We’re extremely excited to launch the Airbnb Host Guarantee today in 10 countries. Our marketplace empowers hosts to make informed choices when renting out their place, and a $50,000 Host Guarantee offers hosts free, built-in protection against theft and vandalism should the unexpected happen. Learn more about the Airbnb Host Guarantee.
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Address Verification
Address verification brings a whole new level of trust to the listings on Airbnb. Starting next week, new and existing hosts will receive a postal mailer to verify their addresses. Verified listings will get a bump in search rankings and receive a “Verified Address” badge, boosting their appeal to travelers and thereby increasing inquiries and bookings.

 

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Multiple Profile Photos
You’ve asked for more profile photos, and here they are! You can now add up to 20 profile photos, just don’t forget to smile. Upload more profile photos.
 
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Privacy Controls
It’s your information, control it. Members now have more granular control over the privacy settings of their listings and profiles than ever before. You can choose to filter your profile and listings out of search engines, and conceal your Social Connections from public view. Adjust your privacy controls.

 

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Guest Names in Accept/Decline
Screen inquiring guests like never before. Starting today, hosts can see the full name of a guest before deciding to accept or decline a reservation request. Full guest names are only visible after sending a reservation request, giving hosts one more way to research prospective guests before accepting a reservation.

 

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Help Center 2.0
Helping yourself just got easier. We gave Airbnb.com/help a massive overhaul – it’s easier to navigate and find what you’re looking for, and now includes multimedia content like photos and videos.

 

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Trip Context Requirements
One of the top requests on our Trust & Safety Suggestion page was requiring guests to give more context about their trip. We heard you loud and clear. You can now set “Purpose of a Trip” as a required field before any potential guests can send you a message or booking request. Update your Booking Requirements.
 

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We are also proud to announce another key member to our team. Today, Monroe Labouisse joins Airbnb as the Director of Customer Support, after 10 years at eBay and PayPal where he managed consumer protection programs.

 

Built for you

 

When we started Airbnb, we originally built the features we needed to use our own service. Now, with a community in 17,000 cities and 190 countries, it’s become less about what we want, and more about what you need. Over the last two weeks, I have personally received close to 3,000 emails from our community. I can’t tell you how much this means to us. We will continue to work hard everyday, remembering that Airbnb is built for you. You inspire us as much now as you did when we were only three guys, starting Airbnb in our apartment. We are at your service, now and always.

Thank you for being a part of this amazing community. Sincerely,

Brian Chesky
Co-Founder and CEO
brian.chesky@airbnb.com

 

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  1. Emily Abell

    Nice post, love the organization and flow, and the gfx of course.

  2. Hmm

    So, is it retroactive to help cover those who have already had their homes and lives upturned due to untrustworthy tenants?

  3. ron

    nice job – this is really the sort of feature that will set airbnb apart from other short term rental websites! Now if youll just let us see the number of bed/bath rooms in the search….

  4. Airbnb

    Ron, you can filter search results by bedrooms and bathrooms. Under Room Type, click "Show more".

  5. Airbnb

    Hmm – if hosts on Airbnb had Airbnb guests who caused property damage or theft, then yes, the Guarantee is retroactive if they meet the terms and conditions.

  6. Sid Burgess

    Your latest actions have been one of the driving reasons I chose to use AirBnB on my next trip. So for 6 nights, 7 days, I will be staying with a nice couple in Seattle while my wife and I scout out neighborhoods to move to. Thanks for helping me make my travels as carefree as it can be.

  7. ron

    …thanks i’ve used the advanced search feature, but when I look at the responses, i don’t know exactly how many rooms there are for each result, so if I want an extra bathroom, i have to look at the detail page for each one… most bnb sites just print it in the summary so you can tell.

  8. Emily Spady

    I’ve been an Airbnb believer for quite some time now, but I have to say, I’ve been so impressed with how Airbnb has handled all of this. Living in the Midwest it can be difficult to convince people that traveling this way is a safe and reliable option, but now I can point to all of these features that you guys have rolled out. I have been so impressed with how quickly Airbnb responded by introducing these new features. Very exciting! Keep up the good work!