Earlier today, Airbnb Co-Founder, CEO and Head of Community, Brian Chesky, shared the following email (Subject: In the business of trust) with global employees:
Airbnb is a business fueled by trust. When we started Airbnb in 2008, people said it would never work. “Strangers will never trust one another,” they said. But we believed that people are fundamentally good, and that we could design a system for strangers to trust one another. Our real innovation is not allowing people to book a home; it’s designing a framework to allow millions of people to trust one another. Trust is the real energy source that drives Airbnb and has enabled us to scale our platform to 191 countries and to more than 600 million members.
But recently, events by bad actors on our platform took advantage of that trust, including at a home in Orinda, California. We intend to do everything possible to learn from these incidents when they occur.
People need to feel like they can trust our community, and that they can trust Airbnb when something does go wrong. Today, we are making the most significant steps in designing trust on our platform since our original design in 2008. Our update entails four solutions.
Starting now, verification of all seven million listings on Airbnb will commence. Homes will be verified for accuracy of the listing (including accuracy of photos, addresses, and listing details) and quality standards (including cleanliness, safety, and basic home amenities) and those that meet our high expectations will be clearly labeled. By December 15, 2020, every home and every host on Airbnb will be reviewed with the objective of 100% verification. We believe that trust on the Internet begins with verifying the accuracy of the information on Internet platforms, and we believe that this is an important step for our industry.