The Importance of Trust in Airbnb

Airbnb has introduced a 72-hour window for guests to report problems with their listings. Hosts have complained that the new policy leaves too much room for guests to file claims and not enough time for them to get refunds or reimbursements from Airbnb. The company's CEO, Brian Chesky, says he thinks this is good because it instills confidence in its users. "When guests feel supported, we also win"