LAST MONTH there was a crisis that could have caused immense damage to the fortunes of Airbnb. A family had rented out their house through the internet service – and found that it had bee used for a drug-fuelled orgy.
Thousands of pounds worth of damage was caused. Needless to say, there was a lot of coverage, with headlines such as “Why you shouldn’t rent your home out on Airbnb – ‘drug-induced orgy’ causes HUGE damage”.
Despite that, Airbnb came out with a strong response, paying for cleaning and temporary accommodation and saying:
“We have zero tolerance for this kind of behaviour and our team is working quickly to make this right.
“We have banned this guest from Airbnb, and our trust and safety team will offer its full assistance to law enforcement in any investigation of this incident.
“We have been in very close contact with these hosts and we are working quickly to reimburse them under our $1 million host guarantee, which covers a host’s property in the rare event of damages. Over 35million guests have stayed on Airbnb, and property damage is extremely rare.”
Airbnb communicated that they cared and that they were fixing the problem – a textbook case of what one should do.