Over the last week Airbnb, a service that helps people rent out their homes as hotels, wasn't having the best week, as two renters publicly relayed their rental horror stories. The company didn't exactly handle the situation with the most grace, as we reported earlier today. After a media mess, Airbnb has written a formal apology in this statement it sent to its user-base."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," writes CEO and co-founder Brian Chesky.
Beyond reiterating the safety components they claim to already have in place, the letter outlines new policies, which include a $50,000 guarantee to protect the property of hosts. They are also adding a new safety section of their site, which has a 24 hour customer hotline, safety tips, and even a link if you'd like to contact the CEO. These updates might not be enough to calm their angered customers and fix their image problem, but the gesture certainly won't go unnoticed.