I'm very sorry that you had this experience on Airbnb. However, I'm very glad that it has come to our attention.
Airbnb operates as a trusted community marketplace that thrives on community engagement, not anonymity. Building trust is not an easy mission, but it is a mission to which we very are committed. We have very stringent quality and conduct control standards that we require both hosts and guests to abide by. We rely heavily on direct feedback from our users through our community support team and transaction based reviews in order to remain a trusted place for people from around the world to book, list and discover unique spaces. We find the behavior of this host to be unacceptable and have since followed up with them directly. We invite anyone who has similar experiences to reach out to us directly in these instances, which we take very seriously.
As mentioned by someone else, taking payments offline is not something we allow our hosts to do. Hosts, if they so require it, have the ability to charge cleaning fees and security deposits through our service, allowing the guest a seamless, safe and secure booking experience. Our payment process was designed to prevent fraud and scams which are rampant on other sites, where payments are often sent through the mail between strangers, with no recourse.
Instances like this remind us that we have a long way to go to making Airbnb the best place in the world for people to find the space they need. While we are disappointed that you had a bad experience, we truly appreciate your honest feedback, which challenges us to keep building to achieve our mission.
I'm very sorry that you had this experience on Airbnb. However, I'm very glad that it has come to our attention.
Airbnb operates as a trusted community marketplace that thrives on community engagement, not anonymity. Building trust is not an easy mission, but it is a mission to which we very are committed. We have very stringent quality and conduct control standards that we require both hosts and guests to abide by. We rely heavily on direct feedback from our users through our community support team and transaction based reviews in order to remain a trusted place for people from around the world to book, list and discover unique spaces. We find the behavior of this host to be unacceptable and have since followed up with them directly. We invite anyone who has similar experiences to reach out to us directly in these instances, which we take very seriously.
As mentioned by someone else, taking payments offline is not something we allow our hosts to do. Hosts, if they so require it, have the ability to charge cleaning fees and security deposits through our service, allowing the guest a seamless, safe and secure booking experience. Our payment process was designed to prevent fraud and scams which are rampant on other sites, where payments are often sent through the mail between strangers, with no recourse.
Instances like this remind us that we have a long way to go to making Airbnb the best place in the world for people to find the space they need. While we are disappointed that you had a bad experience, we truly appreciate your honest feedback, which challenges us to keep building to achieve our mission.
Christopher Lukezic, Airbnb employee