By Laura Bly, USA TODAY
Airbnb, a popular online service for short-term rentals, says it's stepping up efforts to protect guests and hosts after a distraught host blogged about an Airbnb client who allegedly ransacked her San Francisco apartment while she was away.Late last month, a blogger named "EJ" wrote about coming back from a week-long business trip to find her home had been "burglarized, vandalized and thoroughly trashed" by a traveler she'd connected with via Airbnb, which bills itself as a "community marketplace for unique spaces" and announced this week that it had raised $112 million from investors.The renter supposedly punched a hole through a locked closet containing her grandmother's jewelry, external hard drive and other valuables, tried on and scattered her clothes and shoes, used a Bed, Bath & Beyond coupon with her stolen MasterCard and dumped bleach through the apartment.
"EJ" - who didn't list her name and didn't respond to USA TODAY's request for further comment - praised Airbnb for its emotional and financial support but also took the company to task for giving a false sense of security by controlling communication between prospective travelers and hosts and minimizing the risks involved. Airbnb's Terms & Privacy section states that "We are not involved in the actual face-to-face contact between users," have "no control over the conduct of our users or the truth or accuracy of the information that users post," and " do not investigate any user's reputation, conduct, morality, criminal background, or verify the information that any user submits to the Site."
In response, an Airbnb statement said the company was "truly shocked and saddened" by the incident, which it said was the first of its kind since its launch in 2008. Airbnb added that the renter is now in custody (though the San Francisco police department couldn't confirm the incident), and said "we are now focusing our attentions on how to prevent an issue like this happening again" through such measures as doubling its customer support staff, offering insurance to hosts and "facilitating richer communication" between guests and hosts before booking.
Airbnb lists more than 100,000 rentals in 188 countries, charging hosts 3% and guests 6%-12% of the reservation costs. It is part of a growing contingent of online services that match adventuresome, budget-minded travelers with hosts eager to make money from a spare bedroom (or, in some cases, an entire home).
But regulations concerning such rentals are complicated and vary widely between jurisdictions, and critics in the hotel industry point out that such private arrangements can leave both guests and hosts without protection if something goes awry.
In New York, where a new law prohibits short-term rentals in many city buildings unless the owner is on the premises, "opportunistic brokers have been seeding Airbnb with multiple properties that they own or lease and filling them with a revolving door of travelers," the New York Times reports. (Airnb spokeswoman Merredith Branscombe responds that the service is not designed for "illegal hotels, and we do our best to monitor and keep them off the site.")
Last month's incident, playing out against the backdrop of Airbnb's swift rise in fortunes, has generated intense online debate - and renewed longstanding advice about how to prevent unhappy encounters on that and similar services.
Travel writer David Lee of GoBackpacking.com has been a host and frequent guest at CouchSurfing, a social media-fueled service that matches travelers with hosts offering a free couch or other sleeping space. His tips include a thorough reading of potential guests' profiles, and the recognition that "if there is no history of references, you're taking a greater risk by being the first host."
"The CouchSurfing community and concept is self-policing. If you get a negative referral, it'd be like getting kicked off paradise island," he says.
Depending on the service, homeowners can also ask potential guests for more information through e-mail or phone conversations, adds Chris Gray Faust of Chris Around the World.
Good questions - such as "what's the purpose of your trip?" and "what attractions are you looking to take in?" can uncover red flags, say representatives at Airbnb and HomeAway, who also suggest setting clear policies and expectations upfront and adding renters as limited access Facebook friends so hosts can check profiles for incriminating information.
From a guest's perspective, "you need to become a detective," says travel expert Pauline Frommer, studying photographs, verifying ownership and location details and getting a detailed rental agreement that spells out responsibilities for both parties.
And, adds Lee, it's important to "trust your gut. If something doesn't seem right with the person, whether on their profile or through email exchanges, turn the person down."
Readers, what do you think? Do the risks of staying with - or renting to - strangers outweigh the benefits of a money-saving, "live like the locals" exchange?
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