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  • You posted about earning trust in a time of an unprecedented crisis in trust,

  • in business,

  • in government,

  • in the media.

  • What are you doing to increase trust in Airbnb?

  • It's a great question. Thanks so much.

  • Like you said, there is this crisis of distrust right now.

  • People are trusting less in these main institutions,

  • but they're trusting in each other more.

  • And Airbnb was designed specifically to build that trust.

  • We went back and we looked through how we can leverage that new phenomenon,

  • and that's when we started to come up with the...

  • It's really about the hierarchy needs.

  • And we need to continue to facilitate, and build that trust.

  • So what does that mean? Because I know you're actually using technology to facilitate it.

  • Yeah, absolutely.

  • So first and foremost we realize that people need to know that they're gonna be safe.

  • They have to feel safe.

  • So we do a number of things to use that technology to do that.

  • Like we risk assess each and every reservation,

  • we run global watch list checks against all of our users worldwide,

  • we background check hosts and guests in the U.S.

  • But just being safe isn't enough.

  • We're using this technology to also build connections.

  • There are detailed profiles,

  • there is a messaging system where you can learn more about each other,

  • and there are reviews where you can look at previous history.

  • And on top of that, we know that people need to know that they're not alone.

  • Airbnb is there for them.

  • So if they get to a listing and it's not as what they wanted, it's not as advertised,

  • they've got someone to reach out to.

  • You have a national security background.

  • You were a Deputy Chief of Staff for the CIA during the Obama administration.

  • I'm curious how that experience informs what you're bringing to Airbnb,

  • and how you might complement something that Brian Chesky might think.

  • Yeah, I know. That's a great question.

  • Airbnb, the tech sector sharing economy is filled with some of the most optimistic people in the world .

  • Exactly.

  • Brilliant, and also very optimistic.

  • I come from a background and bring a very different light to that.

  • And I'm way more cynical.

  • And that's because of some of the previous experience that I've had.

  • But I think a healthy dose of cynicism matched with the right optimism and brilliance

  • that most of our engineers and project managers bring to the table is a really good partnership.

  • The hotel lobbying groups are upping their attacks on Airbnb.

  • There's one recent ad connecting the platform with terrorists.

  • How do you respond to that?

  • It's disgraceful. It's disrespectful and despicable.

  • I know people who have lost their lives.

  • People have fought very hard for this country and to have an issue like that politicized,

  • to make a business point or to continue to price gouge their consumers,

  • is very hurtful.

  • Safety is the number one priority of Airbnb.

  • Trust is a fundamental currency in the sharing economy and is the thing we focus on the most.

  • So we do a number of things like background checks,

  • like global watch list checks.

  • The hotels don't even do any of that.

You posted about earning trust in a time of an unprecedented crisis in trust,

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How Airbnb Is Using Tech to Build Trust

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    Ann posted on 2017/08/08
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