Podcast
Questions and Answers
Why was the city of New York at odds with Airbnb?
Why was the city of New York at odds with Airbnb?
- Airbnb's safety team was ineffective
- Short-term rentals were illegal (correct)
- Airbnb had too many listings
- The city had strict regulations on long-term rentals
How did the Australian woman and her friends retrieve the keys to the apartment?
How did the Australian woman and her friends retrieve the keys to the apartment?
- They had to show their passports at the rental office
- They got them from the Airbnb host
- They picked them up at a nearby bodega with no identification needed (correct)
- They were mailed to them prior to their arrival
What was the location of the first-floor apartment?
What was the location of the first-floor apartment?
- North 45th Street
- West 37th Street (correct)
- South 30th Street
- East 42nd Street
How did the Australian woman and her friends retrieve the keys to the apartment?
How did the Australian woman and her friends retrieve the keys to the apartment?
Why was the city of New York at odds with Airbnb?
Why was the city of New York at odds with Airbnb?
What happened to the Australian woman in the apartment?
What happened to the Australian woman in the apartment?
What was Airbnb's response to the assault of a woman in one of their rentals?
What was Airbnb's response to the assault of a woman in one of their rentals?
What was the settlement amount between the woman and Airbnb?
What was the settlement amount between the woman and Airbnb?
What is the nickname often used to refer to Airbnb's safety team?
What is the nickname often used to refer to Airbnb's safety team?
What does Tara Bunch, head of Airbnb’s global operations, emphasize regarding the nature of their business?
What does Tara Bunch, head of Airbnb’s global operations, emphasize regarding the nature of their business?
Why is Airbnb's safety team described as crucial for the company's success and reputation?
Why is Airbnb's safety team described as crucial for the company's success and reputation?
What raised concerns about Airbnb’s safety policies and legal liability?
What raised concerns about Airbnb’s safety policies and legal liability?
What does Airbnb's business model rely on?
What does Airbnb's business model rely on?
What was the initial concern expressed by investors regarding Airbnb's business model?
What was the initial concern expressed by investors regarding Airbnb's business model?
Where was the information about Airbnb's response to the crime reconstructed from?
Where was the information about Airbnb's response to the crime reconstructed from?
What does the safety team's job at Airbnb involve?
What does the safety team's job at Airbnb involve?
What does Tara Bunch acknowledge regarding bad things in relation to Airbnb?
What does Tara Bunch acknowledge regarding bad things in relation to Airbnb?
Why does Airbnb face unique challenges in ensuring trust and safety?
Why does Airbnb face unique challenges in ensuring trust and safety?
What is a notable legal issue involving Airbnb?
What is a notable legal issue involving Airbnb?
How does Airbnb handle most cases?
How does Airbnb handle most cases?
What makes it difficult to understand the impact of short-term rentals on neighborhood safety?
What makes it difficult to understand the impact of short-term rentals on neighborhood safety?
Where did deadly incidents continue to occur despite safety measures?
Where did deadly incidents continue to occur despite safety measures?
What is a challenge faced by academic researchers studying the link between short-term rentals and crime?
What is a challenge faced by academic researchers studying the link between short-term rentals and crime?
What did the family of Carla Stefaniak do regarding a case involving her murder at an Airbnb rental in Costa Rica?
What did the family of Carla Stefaniak do regarding a case involving her murder at an Airbnb rental in Costa Rica?
What did Airbnb do in response to a host's relative raping a U.S. citizen in India?
What did Airbnb do in response to a host's relative raping a U.S. citizen in India?
What is the status of the liability of short-term rental operators for crimes that occur in their properties?
What is the status of the liability of short-term rental operators for crimes that occur in their properties?
What is the primary method of handling most cases involving Airbnb?
What is the primary method of handling most cases involving Airbnb?
Where did a U.S. citizen get raped by a host's relative who was out on bail after being charged with murder?
Where did a U.S. citizen get raped by a host's relative who was out on bail after being charged with murder?
What type of incidents have police responded to at short-term rentals in cities like Austin, Miami Beach, and Los Angeles?
What type of incidents have police responded to at short-term rentals in cities like Austin, Miami Beach, and Los Angeles?
What does Airbnb have to handle high-profile incidents?
What does Airbnb have to handle high-profile incidents?
What is the primary reason for most of Airbnb's payouts?
What is the primary reason for most of Airbnb's payouts?
What was the significant conflict Airbnb faced in New York in 2015?
What was the significant conflict Airbnb faced in New York in 2015?
What did Airbnb's 10,000-word terms of service agreement require?
What did Airbnb's 10,000-word terms of service agreement require?
What was the outcome of the $7 million settlement involving a sexual assault case?
What was the outcome of the $7 million settlement involving a sexual assault case?
What was a key concern for Airbnb regarding the passing of keys in the short-term rental ecosystem?
What was a key concern for Airbnb regarding the passing of keys in the short-term rental ecosystem?
What was the role of former safety agents in keeping cases quiet?
What was the role of former safety agents in keeping cases quiet?
What was the primary concern for Airbnb after an assault near Times Square?
What was the primary concern for Airbnb after an assault near Times Square?
What was a source of tension between the safety and sales teams at Airbnb?
What was a source of tension between the safety and sales teams at Airbnb?
How many sexual assault cases were estimated to be handled by Airbnb annually?
How many sexual assault cases were estimated to be handled by Airbnb annually?
How many sexual assault cases were filed against Airbnb in U.S. courts?
How many sexual assault cases were filed against Airbnb in U.S. courts?
When did the only sexual assault case filed against Airbnb in U.S. courts occur?
When did the only sexual assault case filed against Airbnb in U.S. courts occur?
What was the impact of the settlement on the woman involved in the sexual assault case?
What was the impact of the settlement on the woman involved in the sexual assault case?
What was the initial response from Airbnb's co-founder after a significant safety crisis?
What was the initial response from Airbnb's co-founder after a significant safety crisis?
What was the reason behind the change in Airbnb's use of nondisclosure clauses in payout agreements?
What was the reason behind the change in Airbnb's use of nondisclosure clauses in payout agreements?
What action did Airbnb take after facing an increasing number of minor calls to the safety team?
What action did Airbnb take after facing an increasing number of minor calls to the safety team?
What measure did Airbnb introduce after incidents of hosts committing crimes in short-term rentals increased?
What measure did Airbnb introduce after incidents of hosts committing crimes in short-term rentals increased?
What was the response from Airbnb's safety team to serious safety issues?
What was the response from Airbnb's safety team to serious safety issues?
What was the company's claim regarding the percentage of stays resulting in reported safety issues?
What was the company's claim regarding the percentage of stays resulting in reported safety issues?
What type of background do some members of Airbnb's internal safety team have?
What type of background do some members of Airbnb's internal safety team have?
What was the purpose of the cool-down rooms at work for Airbnb's safety team?
What was the purpose of the cool-down rooms at work for Airbnb's safety team?
What was the average annual spending of Airbnb on payouts to hosts and guests?
What was the average annual spending of Airbnb on payouts to hosts and guests?
What was the response from Airbnb's safety agents in sensitive cases?
What was the response from Airbnb's safety agents in sensitive cases?
What change did Airbnb make to prevent recipients from discussing their settlements?
What change did Airbnb make to prevent recipients from discussing their settlements?
What was the budget allocation for Airbnb's safety team?
What was the budget allocation for Airbnb's safety team?
Flashcards
Airbnb's Early Customer Service
Airbnb's Early Customer Service
Airbnb's founders initially handled customer service complaints personally, using mobile phones, before hiring staff.
First Safety Crisis at Airbnb
First Safety Crisis at Airbnb
A significant safety issue arose when a San Francisco host's home was ransacked, triggering a public response from the company co-founder.
Damage Guarantee for Hosts
Damage Guarantee for Hosts
Airbnb implemented a $50,000 guarantee to protect hosts from substantial damage claims by guests.
24-hour Customer Support
24-hour Customer Support
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Trust and Safety Department
Trust and Safety Department
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Hosts' Criminal Acts
Hosts' Criminal Acts
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Safety Team's Size and Reach
Safety Team's Size and Reach
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Safety Issue Frequency
Safety Issue Frequency
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Large Number of Bookings
Large Number of Bookings
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Safety Team's Backgrounds
Safety Team's Backgrounds
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Extensive Support for Victims
Extensive Support for Victims
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Vicarious Trauma
Vicarious Trauma
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Customer Prioritization
Customer Prioritization
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Payout Agreements
Payout Agreements
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Nondisclosure Clauses in Settlements
Nondisclosure Clauses in Settlements
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#MeToo Movement's Impact
#MeToo Movement's Impact
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Annual Payouts
Annual Payouts
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Confidential Document
Confidential Document
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Lack of Public Comment
Lack of Public Comment
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Rising Minor Complaints
Rising Minor Complaints
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Outsourcing of Minor Complaints
Outsourcing of Minor Complaints
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Study Notes
Airbnb's Crisis Management and Safety Measures
- In the early days, Airbnb co-founders personally handled customer service complaints on their mobile phones before hiring support staff to manage calls.
- The company faced its first significant safety crisis after more than 2 million stays when a host in San Francisco had her home ransacked by guests, leading to a public apology from Airbnb's co-founder, a $50,000 damage guarantee for hosts, a 24-hour customer-support hotline, and the establishment of a trust-and-safety department.
- As Airbnb grew, incidents such as hosts committing crimes in short-term rentals listed on the platform increased, including cases of rape and threats to victims.
- The safety team, consisting of about 100 agents in various cities, handles serious safety issues and has a budget to provide support including flights, accommodation, counseling, and healthcare costs for victims.
- Despite Airbnb's claim that fewer than 0.1% of stays result in a reported safety issue, with over 200 million bookings annually, this still constitutes a substantial number of trips with negative outcomes.
- The internal safety team includes members with emergency-services or military backgrounds and has the autonomy to provide extensive support to victims, including unusual expenses such as dog-counseling sessions.
- Former agents have encountered highly distressing cases, such as guests being assaulted by hosts or being involved in criminal activities themselves, leading to vicarious trauma and the need for cool-down rooms at work.
- The company's safety agents are trained to prioritize customers in crisis, but they also understand their role in protecting Airbnb's public image, with incentives to quickly secure payout agreements in sensitive cases.
- Until 2017, Airbnb used nondisclosure clauses in payout agreements to prevent recipients from discussing their settlements, but this practice changed after the #MeToo movement shed light on the use of such agreements.
- Airbnb spent an average of about $50 million annually on payouts to hosts and guests, including legal settlements and damage to homes, as revealed in a confidential document seen by Bloomberg Businessweek.
- The company declined to comment on the terms of settlements or the safety team’s budget.
- The safety team faced an increasing number of minor calls, leading Airbnb to train contractors in call centers globally to handle the influx of complaints.
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