Created between 2007 and 2008 by the idea of two students who decided to use the Internet to rent a small space of their home, Airbnb has been able to achieve impressive success and take its place in the public perception along with other leaders in the travel industry such as Booking, Expedia, etc. .d.
From a financial point of view, it looks even better. According to the Financial Times, the company’s value on the stock market is $ 100 billion, which exceeds the combined value of the four largest hotel chains in the world. What’s more, the IPO allowed Airbnb to raise more than $ 3 billion in additional development.
Trouble at Airbnb Apartments
However, it seems that things are not so rosy for the American company. Over the years, Airbnb has built a dedicated “security team” to handle difficult situations. A true Crisis Management Unit, composed of competent local actors who in the past have occupied similar roles in politics and the military.
The company has collected negative reviews of “extremely stressful” incidents where it is necessary to maintain a balance between supporting victims and protecting the company’s image.
Apparently, Airbnb’s management is sparing no expense. The company is estimated to spend about $ 50 million a year on problems that can range from simple claims for damages or theft to a $ 7 million deal with a woman who is abused in a rented apartment in New York. York, where she was attacked by a stranger who had a duplicate apartment key.
“Really Bad Deeds”
According to Airbnb, 0.1% of stays are rated “unpleasant,” but keep in mind that the company processes about 200 million bookings a year.
Airbnb notes that in most cases, incidents are minor and six-figure transactions are extremely rare. On the other hand, it should be noted that those who register on the platform must accept the terms of service, which exclude legal claims for damage or stress caused by the stay, and private arbitration is the solution in the event of a dispute.
In addition, recently, unpleasant situations have also been caused by measures taken by governments to contain the pandemic. For example, the company’s security service received reports of problems with infection.
Added to this were homeowners who seized the opportunity to turn properties into “nightclubs” with easily imaginable implications for law enforcement, public health and, of course, company security.
Tara Bunch, Airbnb’s head of operations, acknowledged the problem. “We are dealing with real people in the homes of real people. People are unpredictable by nature, and no matter how hard we try, sometimes really unpleasant incidents happen, ”said the manager.
“We all know that everything cannot be prevented, but it all depends on how you react, and when this happens, the actions of management must be adequate, and this is what we try to do every time,” concluded Ms. Bunch.