“Everyone plays a role in privacy and safety,” Bunch says. “0.15% of stays result in safety issues - a tiny fraction of a fraction, and many are not even significant. A slip and fall or a lock that isn't working correctly. But when it does happen, it creates a confidence issue for guests and hosts.”
Working alongside Bunch is Naba Banerjee, the company’s global head of product, operations and strategy. She’s also a mother of five, which motivates her to be extra thoughtful about the products her team is building.The trust and safety role really means a lot to me,” Banerjee says, “Because with five teenagers, I put on that lens as a mother and as a leader of trust and safety for our community.
And what about last minute cancellations or bad behavior from hosts? Airbnb says they are fully committed to covering any damages incurred during a stay, and if a trip is disrupted, either because the host has to cancel, because of a guest’s unsafe feeling upon arrival or because a listing is materially different than what was represented, the company will rebook, refund and help get guests situated.is another essential ingredient of building trust,” Bunch points out.
“A few little points here and there, we nudge,” Bunch says. “We want to motivate guests and hosts to behave on the platform. And when that doesn’t happen, we have a dedicated team who will help you rebook if that’s what you want to do, including putting you in a hotel for a night or two before we can find you the right place. You’ll be refunded for any of the associated costs.”
Lauren Frazer is an Airbnb “super host” who runs two rental properties in the White Mountains of New Hampshire. Frazer and her husband prefer Airbnb to other platforms, mostly because of the process for weeding out bots.