Sarah Travers
Airbnb is currently under scrutiny following claims from a former contractor that the company has lessened its commitment to removing extremists from its platform, raising concerns about the safety of its millions of users.
The allegations come from Jess Hernandez, who worked as an investigations analyst on Airbnb’s dangerous organizations team from May 2022 to November 2023. Hernandez alleges that during her employment, there was a noticeable shift in the company’s approach to safety protocols. Her job was to identify and mitigate the risks posed by extremist groups. However, she claims her role was undermined in November 2023 when management instructed her team to reinstate individuals previously banned for their roles in the January 6, 2021, Capitol attack.
Hernandez has taken her concerns to the authorities, filing a whistleblower disclosure with the US Securities and Exchange Commission and the Federal Trade Commission in May. The disclosure, backed by Whistleblower Aid, asserts that Airbnb has significantly reduced the resources allocated to its team tasked with monitoring and eliminating dangerous affiliations.
In response, Airbnb has countered these claims by stating it has actually increased its team size and efforts to improve enforcement of its safety policies. A spokesperson for Airbnb emphasized the company’s dedication to community safety, stating that their policies and expanded team are actively working to block unsafe users from the platform.
Airbnb, known for its vast network of over 5 million listings worldwide, recorded more than 132 million bookings of accommodations and experiences in the first quarter of 2024. The company’s reputation for safety is crucial as it facilitates in-person interactions across the globe.
The company has been vocal about its safety measures in the past. For example, in 2016, it introduced a community commitment to promote acceptance among users, which it has leveraged to exclude members associated with extremist groups. It also took decisive actions during the 2017 Unite the Right rally in Charlottesville, Virginia, and in the aftermath of the Capitol riots in 2021, by canceling bookings and removing accounts linked to these events.
Nonetheless, the whistleblower’s complaint suggests a discord between Airbnb’s outward safety assurances and its internal actions. For instance, in 2023, Airbnb faced backlash for first removing and then reinstating an account linked to far-right activist Lauren Southern’s parents, after pressure from conservative media. Hernandez highlights this as an example of the now cumbersome and delayed process in banning dangerous users, which requires extensive reviews by various company departments.
These new allegations challenge the integrity of Airbnb’s safety measures and pose significant questions about the consistency and effectiveness of its policies, impacting the company’s standing as a trusted platform for travelers worldwide.
