Airbnb promises changes amid scandals
Airbnb has not had the best week PR-wise. After a shooting took place at one of their listings in Orinda, Califonia, Airbnb is also facing backlash in Jersey City after voters approved restrictions of short term rentals. On top of that there was also the expose published by VICE that uncovered a nationwide scam run by phony Airbnb hosts. Scandals like these have sunk lesser companies and platforms. However, instead of trying to defend what has happened, Airbnb has promised that they will be enacting sweeping changes to their platform to ensure better experiences for their users.
In the wake of these issues, Airbnb CEO Brian Chesky announced plans to make all listings 100% verified. According to Chesky, this means all hosts and listings will undergo further scrutiny. Airbnb will also be launching a 24-hour hotline for users so problems can be reported immediately. This is almost unheard of in the era of everything being done online. Good luck trying to get a hold of many other platforms by phone for assistance. They also plan to make the refund process much smoother if a listing doesn’t measure up to standards.
[youtube https://www.youtube.com/watch?v=w2LBAOe80gw%5D
What gives us pause is Chesky says that part of the verification process will be depend on community policing. That means that users will be relied on to give honest reports of listings they encounter. We have seen other sites that have relied on community policing where the community was overrun by those that community policing was supposed to report on. However, Airbnb is promising that community policing is not the only method of verification they will be using. They will also be conducting their own monitoring of listings for fraudulent activity. Not a lot of companies or platforms are willing to commit that kind of manpower to monitoring.
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