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This was just posted today: http://blog.airbnb.com/our-commitment-to-trust-and-safety http://blog.airbnb.com/our-commitment-to-trust-and-safety In particular:
by rexreed 15y ago
This was just posted today: http://blog.airbnb.com/our-commitment-to-trust-and-safety http://blog.airbnb.com/our-commitment-to-trust-and-safety
In particular:
"With regards to EJ, we let her down, and for that we are very sorry. We should have responded faster, communicated more sensitively, and taken more decisive action to make sure she felt safe and secure. But we weren’t prepared for the crisis and we dropped the ball. Now we’re dealing with the consequences. In working with the San Francisco Police Department, we are happy to say a suspect is now in custody. Even so, we realize that we have disappointed the community. To EJ, and all the other hosts who have had bad experiences, we know you deserve better from us."
Looks like I wasn't so lame after all in taking some lessons learned. If AirBnB can learn some "obvious" lessons from this incident, so can I... and you.
- jodrellblank 15y agoI didn't say you were lame or that they were bad points, I was more on the side that (a) you can't always win, (b) if you wait to start until you are sure you can win any situation, you'll be waiting forever. We're not really thinking that the AirBnB founders, if asked last year, would have said "don't communicate sensitively to a crime victim" or "good customer service means responding slowly" of "don't work with the police", and now they've been hit by this and learned these lessons they know better, are we? Planning to do everything right first time is a common failure mode and procrastination mode, that's all.