Airbnb Launches New Customer Protections
Short-term rental site reeling from reports of vandalism, theft
08/17/2011 | By James R. Hood
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ConsumerAffairs.com
| Internet
Few things are worse for business than your customers being ripped off and then telling the world about it. That's what happened recently to Airbnb, the red-hot online site that helps its members find renters for their homes, apartments and ski shacks.
But recent horror stories from two Bay Area consumers put at least a small dent in Airbnb's armor, just after it raised $112 million in a deal that established its valuation at $1.3 billion.
Now Airbnb says it has established all kinds of new safeguards to ensure that its customers don't get ripped off, including:
- 24-hour hotline staffed by dedicated customer service representatives
- Verification Dashboard on each user profile that highlights whether users have confirmed their phone numbers and mailing addresses, and includes links to social profiles on Facebook, LinkedIn and Twitter
- Ability for hosts to create video profiles and screen guests via phone through Voice Connect
- Suggestion page where users can submit and vote on new features
Airbnb has also established the "Host Guarantee," which it says will reimburse hosts for up to $50,000 in damage to their property as a result of theft or vandalism by Airbnb guests who book the host’s accommodations through the company’s website.
The company also announced that it has engaged the Command Consulting Group, a security firm, to help Airbnb enhance the safety and security of its platform and service.
“There is nothing more important to us than the trust of our community. With the Airbnb Host Guarantee and this new suite of over 40 features, we are renewing our commitment to earning their trust,” said Brian Chesky, co-founder and CEO of Airbnb. “Renting out one’s home is incredibly personal, and the Airbnb Guarantee provides hosts with built-in protection to give them peace of mind."
