Because AirBnB charges sizable booking fees, people have an expectation that they will assist at some level if/when things go wrong. Furthermore, AirBnB themsel

Because AirBnB charges sizable booking fees, people have an expectation that they will assist at some level if/when things go wrong. Furthermore, AirBnB themselves asserted that they have some responsibility. Remember when that apartment in SF got ransacked? Now they offer their $1 million insurance. Clearly, they are more than "just the service."