(NEW YORK) — Airbnb’s Co-Founder and CEO Brian Chesky sent an email to employees on Wednesday stressing the importance of trust and laying out the company will take to verify every listing on its service.
The announcement comes after five people were killed at a Halloween party hosted at an Airbnb rental in California, and after a Vice report outlined the company’s failure to combat scams.
The company now plans to confirm the accuracy of various information on every listing — including addresses, details, cleanliness, safety, and photos. Rentals that meet the new standards will be “clearly labeled” by December 15, 2020.
Starting next month, Chesky says the company will refund or re-book customers who check into rentals that don’t meet the new standards.
“Airbnb is a business fueled by trust,” Chesky wrote. “People need to feel like they can trust our community, and that they can trust Airbnb when something does go wrong.”
There are currently about seven million property listings on Airbnb, according to Chesky’s email. Every one of those listings will be reviewed.
The company also plans to launch a 24/7 hotline that will allow users can reach out to Airbnb and a rapid response team. The hotline is expected to launch by the end of 2019.
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