Serena ha contribuito nei commenti alla vicenda Airbnb con una mail che dimostra quanto impreparata fosse la piattaforma a fronteggiare una crisi e come sia evidentemente necessario per un servizio del genere investire di più in qualità. Grazie Serena. (Riporto qui il suo testo).
Sono iscritta ad Airbnb da tempo, ma ieri ho ricevuto questa mail e ho scoperto un po’ di cose che non mi piacciono troppo. Diciamo che fino ad ora hanno “overlooked” alcuni aspetti basici come la sicurezza?
Hi Serena,
Last month, the home of a San Francisco host named EJ was tragically vandalized by a guest. The damage was so bad that her life was turned upside down. When we learned of this our hearts sank. We felt paralyzed, and over the last four weeks, we have really screwed things up. Earlier this week, I wrote a blog post trying to explain the situation, but it didn’t reflect my true feelings. So here we go.
There have been a lot of questions swirling around, and I would like to apologize and set the record straight in my own words. In the last few days we have had a crash course in crisis management. I hope this can be a valuable lesson to other businesses about what not to do in a time of crisis, and why you should always uphold your values and trust your instincts.
With regards to EJ, we let her down, and for that we are very sorry. We should have responded faster, communicated more sensitively, and taken more decisive action to make sure she felt safe and secure. But we weren’t prepared for the crisis and we dropped the ball. Now we’re dealing with the consequences. In working with the San Francisco Police Department, we are happy to say a suspect is now in custody. Even so, we realize that we have disappointed the community. To EJ, and all the other hosts who have had bad experiences, we know you deserve better from us.
We want to make it right. On August 15th, we will be implementing a $50,000 Airbnb Guarantee, protecting the property of hosts from damage by Airbnb guests who book reservations through our website. We will extend this program to EJ and any other hosts who may have reported such property damage while renting on Airbnb in the past.
We’ve built this company by listening to our community. Guided by your feedback, we have iterated to become safer and more secure. Our job’s not done yet; we’re still evolving. In the wake of these recent events, we’ve heard an uproar from people, both inside and outside our community. Know that we were closely listening.
[segue un elenco delle nuove features “per la sicurezza”…lodevole sforzo, anche se un po’ tardivo..bastera’?]
Grazie a te Luca per aver dato spazio a questo sviluppo recente. Il commento era gia’ molto lungo e quindi non ho voluto postare l’intera mail, ma se qualcuno fosse interessato al resto puo’ contattarmi e inoltrero’ volentieri.
Grazie a te Luca per aver dato spazio a questo sviluppo recente. Il commento era gia’ molto lungo e quindi non ho voluto postare l’intera mail, ma se qualcuno fosse interessato al resto puo’ contattarmi e inoltrero’ volentieri, sono su Twitter come @dodicidodici