4 ms·

I think it's horrible that pg, a minor minor stakeholder in Airbnb, is handling the PR. Should be founders job. Where is Brian's apology for putting this poor

I think it's horrible that pg, a minor minor stakeholder in Airbnb, is handling the PR. Should be founders job. Where is Brian's apology for putting this poor woman's life on hold for 5 weeks? Any goodwill that AirBnb gained from the namesake of YC has been lost from people I've spoken to.

pg 15y ago
My whole point is that as far as I can tell he hasn't, and therefore has nothing to apologize for.
- dporan 15y ago
  But PR isn't about logic -- it's about storytelling. And if Airbnb isn't careful, the arc of the narrative here could seriously harm their business. I agree with edw519: Airbnb needs to do something dramatic -- whatever it takes to transform EJ from a neglected victim of an unfeeling corporation to a hardy survivor who has moved on, thanks to Airbnb's caring and magnanimous support.
- chailatte 15y ago
  AirBnb is yc's baby, sure. But think logically. Either - The woman is traumatized. The very first week, AirBnb does everything right to help. After a few weeks, the woman still feels mistreated and flips out. Writes an angry blog post. When AirBnb denies this, the woman doesn't feel like she's wrong. Keeps pressing her case. But also is touched by many people's help, and turns down free money. - The woman is traumatized. After 5 weeks of run-around from founder and support (to buy time for funding), the woman is furious. Writes an angry blog. When AirBnb denies this, the woman is persistent in her case for justice. But also is touched by many people's help, and turns down free money. which is more likely? Keep in mind, this woman, who feels that people are good and just, rents out her place with her stuff intact.
  - younata 15y ago
    This woman has also had her entire faith in humanity destroyed. I think option one is more likely.
    - chailatte 15y ago
      I don't believe so. She seems to really appreciate all the help offers from strangers, and even turns down money and recommends others to enjoy their time by staying in a hotel room. That doesn't scream 'hating humanity' at all. Also, when first AirBnb heard about this, they could've a.) choose to protect her and other users from future incidents b.) hide and hope it goes away If they choose a, 5 weeks ago, they would've already either changed the business process, or blogged about it to their community to warn them of danger (heck, the perp hasn't been caught/IDed yet). But because nothing was done, the fact that they kept outputting PR responses, and offered no tangible amount/receipt/proof that they helped her, tells me AirBnb is the one that is shady.
- TWAndrews 15y ago
  Is it possible that the founders haven't been totally straight with you? There are wildly divergent accounts of what AirBnB has offered to EJ. From her perspective, essentially nothing. Based on what they've told you, they've offered to make her whole. Unless there's been a seemingly unlikely misunderstanding, either she's lying, or they are.

pg 15y ago

My whole point is that as far as I can tell he hasn't, and therefore has nothing to apologize for.

dporan 15y ago
But PR isn't about logic -- it's about storytelling. And if Airbnb isn't careful, the arc of the narrative here could seriously harm their business. I agree with edw519: Airbnb needs to do something dramatic -- whatever it takes to transform EJ from a neglected victim of an unfeeling corporation to a hardy survivor who has moved on, thanks to Airbnb's caring and magnanimous support.
chailatte 15y ago
AirBnb is yc's baby, sure. But think logically. Either - The woman is traumatized. The very first week, AirBnb does everything right to help. After a few weeks, the woman still feels mistreated and flips out. Writes an angry blog post. When AirBnb denies this, the woman doesn't feel like she's wrong. Keeps pressing her case. But also is touched by many people's help, and turns down free money. - The woman is traumatized. After 5 weeks of run-around from founder and support (to buy time for funding), the woman is furious. Writes an angry blog. When AirBnb denies this, the woman is persistent in her case for justice. But also is touched by many people's help, and turns down free money. which is more likely? Keep in mind, this woman, who feels that people are good and just, rents out her place with her stuff intact.
- younata 15y ago
  This woman has also had her entire faith in humanity destroyed. I think option one is more likely.
  - chailatte 15y ago
    I don't believe so. She seems to really appreciate all the help offers from strangers, and even turns down money and recommends others to enjoy their time by staying in a hotel room. That doesn't scream 'hating humanity' at all. Also, when first AirBnb heard about this, they could've a.) choose to protect her and other users from future incidents b.) hide and hope it goes away If they choose a, 5 weeks ago, they would've already either changed the business process, or blogged about it to their community to warn them of danger (heck, the perp hasn't been caught/IDed yet). But because nothing was done, the fact that they kept outputting PR responses, and offered no tangible amount/receipt/proof that they helped her, tells me AirBnb is the one that is shady.
TWAndrews 15y ago
Is it possible that the founders haven't been totally straight with you? There are wildly divergent accounts of what AirBnB has offered to EJ. From her perspective, essentially nothing. Based on what they've told you, they've offered to make her whole. Unless there's been a seemingly unlikely misunderstanding, either she's lying, or they are.