2. About Airbnb
Online marketplace for “people to list, discover, and book unique accommodations
around the world” (as cited on airbnb.com’s About page)
Founded in August 2008 by roomies Brian Chesky (CEO) and Joe Gebbia (CPO);
later joined by Nathan Blecharczyk (CTO) as the third co-founder
Works on a marketplace platform model
The Good
Affordable (Sharing Economy)
Remote / Exotic Location coverage
Access to International Locations
Social Networking
The Bad
Property may not be as described on website
Theft
Eviction
Vandalizing the property
The Ugly
Safety of guest at risk
Murder cases at Host’s property
Using Host’s property for seamy activities
Tax issues
3. Vandalizing Act at EJ’s Apartment (June 2011)
Avoid It -
Provide Host Guarantee
Perform Thorough Background Check
Implement Better Ways to gauge Trust & Safety (Reviews not enough)
Provide Precautionary Tips
Allow ways to cross-check Guest’s online footprint (Facebook, LinkedIn, etc)
Not pressurize Hosts with timely acceptance of requests
Handle It -
Show sympathy and enthusiasm
Take responsibility (especially financial)
Communicate clearly
Apologize promptly
Ways in which Airbnb could:
Key:
Now Implemented
Suggestion
4. Jacob Lopez’s Horror Experience (July 2015)
Avoid It -
Perform Thorough Background Check
Implement Better Ways to gauge Trust & Safety (Reviews not enough)
Provide Precautionary Tips
Allow ways to cross-check Guest’s online footprint (Facebook, LinkedIn, etc)
Implement an ‘SOS’ feature (as implemented by Ola Cabs)
Implement a Recommendation System (like the ‘endorsing’ feature in LinkedIn)
Train the Customer Support Staff better
Handle It -
Be Proactive
Show sympathy and enthusiasm
Take responsibility (especially financial)
Communicate clearly and apologetically
Ways in which Airbnb could:
Key:
Now Implemented
Suggestion
5. Comparing Ebay and Airbnb’s Business Models
Follows the Online
Marketplace Platform Model
Deals with selling products
Consider Quality of Service
and Product
Rewards for Gaining Trust
Suggestion: Assign unique codes
to every product sold and make
buyers mention code with their
review
Follows the Online Marketplace
Platform Model
Deals with providing and renting
accommodation
Consider Quality of Service and
Property, and Safety too
Rewards for Gaining Trust and
building a strong Safety Meter
Suggestion: Recommend a user you
trust
6. Strengthening Trust & Assuring Safety
Implemented Tools -
Host Guarantee (covers theft & vandalism charges up to $1,000,000)
Dedicated Trust & Safety Department
24 X 7 Customer Hotline
Safety Tips for Hosts and Guests
Verified ID feature
Customize Trust Settings
Product Suggestion Poll
Fraud Detection Algorithms
Flagging Capabilities
7. Strengthening Trust & Assuring Safety
Suggestions -
Check up on the flagged / suspicious users
Provide a list of Do’s and Don’ts based on Country (with local emergency contacts)
Implement an ‘SOS’ feature (as implemented by Ola Cabs)
Implement a Recommendation System (like the ‘endorsing’ feature in LinkedIn)
Get users to sign a legal paper of trust & safety before signing up
Reward customers for helping improve trust
Safety Meter : Calculate based on Verified ID, Guest-Host Reviews, Airbnb visits, etc
Not pressurize Hosts with timely acceptance of requests (as mentioned in the paper
provided)
8. References
Case Study Paper titled ‘Airbnb (A)’
News Article titled ‘2015-08-14 Airbnb Horror Story Points to Need for Precautions’
http://www.statista.com/topics/2273/airbnb/
http://www.airfarewatchdog.com/blog/18453390/10-incredible-airbnb-horror-stories/
http://www.komando.com/happening-now/323929/airbnb-horror-story-this-guy-came-
home-to-find-strangers-in-his-bed
https://www.airbnb.com/
http://abcnews.go.com/Business/airbnb-user-horrified-home-burglarized-vandalized-
trashed/story?id=14183840
http://blog.airbnb.com/our-commitment-to-trust-and-safety/
https://en.wikipedia.org/wiki/Airbnb#cite_note-60
http://blog.airbnb.com/introducing-airbnb-verified-id/
http://sfist.com/2015/08/17/should_airbnb_have_responded_differ.php
http://techcrunch.com/2011/07/27/the-moment-of-truth-for-airbnb-as-users-home-is-
utterly-trashed/
