13 ms·

Before booking, AirBnB does not allow you swap personal information, primarily so you can't go outside their system to make your arrangements. There are both fi

Before booking, AirBnB does not allow you swap personal information, primarily so you can't go outside their system to make your arrangements. There are both financial and community-building reasons for this. Once the payment has been made (well before the guest arrives), the host gets access to all of the private information of the guest. I believe they could chose to rescind the offer of hospitality at this point -- they haven't received the money, so if they are uncomfortable with the individual, they can still do something about it. I know this is an emotional issue, but their response was hardly "blantantly inconsistent ... marketing drivel."

latch 15y ago
Can you elaborate though on the exact timing of the exchange? EJ's story makes it sound insufficient: "Thus by the time this reservation was confirmed and I was given Dj’s email address and phone number, I was on a plane heading East, and he/she was armed with my welcoming instructions on where to pick up the keys to my apartment." For the rest of it, I'm not saying that the response is inconsistent. I'm saying that keeping information private is inconsistent with safety (which is what EJ's argument was). This is especially true (and concerning) when they say that keeping information private is a safety feature, but it seems everyone thinks its a driven by financial motivation. It's slightly frustrating when someone says "we do this for safety", but the reality is they do it for money and it reduces safety.
- untog 15y ago
  Can you elaborate though on the exact timing of the exchange? EJ's story makes it sound insufficient: I used to work for an AirBnb clone wannabe, so I can't speak for the exact site itself, but the way ours operated was that you could cancel the booking at any point after it was confirmed- if you do it very shortly before arrival there were financial penalties to doing so. Of course, if someone sends through a booking for tomorrow, or tonight, you're unlikely to have the time to sufficiently vet them. Perhaps people should be able to say "I need [x] days notice for bookings".
  - SomeCallMeTim 15y ago
    At least on AirBNB you can always decline a (potential) booking, so if you always want [x] days, you can simply always decline if the booking is that soon.
AndyJPartridge 15y ago
"Before booking, AirBnB does not allow you swap personal information, primarily so you can't go outside their system to make your arrangements." That would be a selfish act then. (But from a business point of view an understandable one.) But on the other hand, I'm not sure what we would expect them to do? There simply isn't a way they can guarantee you don't get a nutter. It's a gamble that you choose, you may win, you may lose. I for one would not rent anything other than a steel box with a blow up matress on the floor that cost less that the rent I was charging. But on the other hand I'd love to visit some of the places they have available. I'd treat those locations with the upmost of respect, but would be mindful of the fact any number of camera's could be filming me. AirBnB is a fantastic idea, if people were not people.
MisterMerkin 15y ago
How ironic given that they built the business on spamming craigslist and circumventing users' requests to not be solicited.
- pg 15y ago
  They did not build the business this way. That was something done years ago by a single contractor without their knowledge, and it had an insignificant effect on their growth. Edit: Actually it sounds like it was several contractors (http://tech.fortune.cnn.com/2011/06/07/1-billion-1-br-amazing-startup-slight-history-of-spam-problem/ http://tech.fortune.cnn.com/2011/06/07/1-billion-1-br-amazin...)
  - jonmc12 15y ago
    Personally, I give Airbnb the benefit of the doubt. No question. I think very highly of the company and the founders. However, when I read your comment, it bothered me (specifically the bit about the rogue contractor). It gave me the exact same feeling as seeing Rupert Murdoch on the stand saying something to the effect of - "No, I do not take responsibility for my companies wrong-doings, it was a rogue employee.." The only time I've really learned from a mistake as an entrepreneur is when I've had to look at myself and take 100% responsibility. 100%. Who hired that employee or contractor? Who hired the people who hired the contractor? Why were they hired? Who put the hiring processes in place? Why did your systems not weed this behavior out as soon as it started? In every organization, there is only one answer to that question - the leader. An entrepreneur must be ultimately accountable while they are being relentlessly resourceful. I feel it is so important to communicate this message to our current and future leaders - both for the sake of their ability to grow, and for the sake of the lives of those they touch.
  - MisterMerkin 15y ago
    Thank you for coming forth with a statement on this. I don't remember seeing one from you when this issue first cropped up, which really didn't look good. A lot of people referenced your "founders should push the envelope" phrase in your absence to explain it, which in my opinion made it look even worse. I value your word a lot more than I do theirs since they don't have a known reputation (with me). Culpable or not, that incident still left a bad taste in my mouth.
ajays 15y ago
The solution to that is for AirBNB to offer a compelling value, so that people don't feel the need to bypass them. They can do this by vetting properties, background checks, offering insurance, etc.

latch 15y ago

Can you elaborate though on the exact timing of the exchange? EJ's story makes it sound insufficient: "Thus by the time this reservation was confirmed and I was given Dj’s email address and phone number, I was on a plane heading East, and he/she was armed with my welcoming instructions on where to pick up the keys to my apartment." For the rest of it, I'm not saying that the response is inconsistent. I'm saying that keeping information private is inconsistent with safety (which is what EJ's argument was). This is especially true (and concerning) when they say that keeping information private is a safety feature, but it seems everyone thinks its a driven by financial motivation. It's slightly frustrating when someone says "we do this for safety", but the reality is they do it for money and it reduces safety.

untog 15y ago
Can you elaborate though on the exact timing of the exchange? EJ's story makes it sound insufficient: I used to work for an AirBnb clone wannabe, so I can't speak for the exact site itself, but the way ours operated was that you could cancel the booking at any point after it was confirmed- if you do it very shortly before arrival there were financial penalties to doing so. Of course, if someone sends through a booking for tomorrow, or tonight, you're unlikely to have the time to sufficiently vet them. Perhaps people should be able to say "I need [x] days notice for bookings".
- SomeCallMeTim 15y ago
  At least on AirBNB you can always decline a (potential) booking, so if you always want [x] days, you can simply always decline if the booking is that soon.

AndyJPartridge 15y ago

"Before booking, AirBnB does not allow you swap personal information, primarily so you can't go outside their system to make your arrangements." That would be a selfish act then. (But from a business point of view an understandable one.) But on the other hand, I'm not sure what we would expect them to do? There simply isn't a way they can guarantee you don't get a nutter. It's a gamble that you choose, you may win, you may lose. I for one would not rent anything other than a steel box with a blow up matress on the floor that cost less that the rent I was charging. But on the other hand I'd love to visit some of the places they have available. I'd treat those locations with the upmost of respect, but would be mindful of the fact any number of camera's could be filming me. AirBnB is a fantastic idea, if people were not people.

MisterMerkin 15y ago

How ironic given that they built the business on spamming craigslist and circumventing users' requests to not be solicited.

pg 15y ago
They did not build the business this way. That was something done years ago by a single contractor without their knowledge, and it had an insignificant effect on their growth. Edit: Actually it sounds like it was several contractors (http://tech.fortune.cnn.com/2011/06/07/1-billion-1-br-amazing-startup-slight-history-of-spam-problem/ http://tech.fortune.cnn.com/2011/06/07/1-billion-1-br-amazin...)
- jonmc12 15y ago
  Personally, I give Airbnb the benefit of the doubt. No question. I think very highly of the company and the founders. However, when I read your comment, it bothered me (specifically the bit about the rogue contractor). It gave me the exact same feeling as seeing Rupert Murdoch on the stand saying something to the effect of - "No, I do not take responsibility for my companies wrong-doings, it was a rogue employee.." The only time I've really learned from a mistake as an entrepreneur is when I've had to look at myself and take 100% responsibility. 100%. Who hired that employee or contractor? Who hired the people who hired the contractor? Why were they hired? Who put the hiring processes in place? Why did your systems not weed this behavior out as soon as it started? In every organization, there is only one answer to that question - the leader. An entrepreneur must be ultimately accountable while they are being relentlessly resourceful. I feel it is so important to communicate this message to our current and future leaders - both for the sake of their ability to grow, and for the sake of the lives of those they touch.
- MisterMerkin 15y ago
  Thank you for coming forth with a statement on this. I don't remember seeing one from you when this issue first cropped up, which really didn't look good. A lot of people referenced your "founders should push the envelope" phrase in your absence to explain it, which in my opinion made it look even worse. I value your word a lot more than I do theirs since they don't have a known reputation (with me). Culpable or not, that incident still left a bad taste in my mouth.

ajays 15y ago

The solution to that is for AirBNB to offer a compelling value, so that people don't feel the need to bypass them. They can do this by vetting properties, background checks, offering insurance, etc.