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Writing well is extremely hard. It could be that the "second co-founder" is bad at writing rather than oblivious or indifferent. He did want to meet her in person, perhaps to lend assistance, after all. If he was oblivious, this is probably not the action he would have taken.
What you're calling a 'sudden Customer Service cutoff' is actually when (from victim's account) communication switched to being with a cofounder. That's escalation and unification, and it's not fair to portray a direct open line to the boss as a 'cutoff'.

(That the victim portrays it that way suggests they may have had better rapport with the original CS liason. Perhaps that person included more social/emotional niceties in more frequent communications. Not everyone is as good at the sort of 'inquiry into my current emotional state' that this victim might find comforting.)
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1/2 inch is still more than one centimeter, so I can imagine that to stay within the tolerance that is used for tracking height globally, this level of detail is necessary. (doctors in places that use sane measurement systems usually round to either the centimeter or 1/2 centimeter even, which is +/- 1/5th of an inch).
It's obvious that AirBnB only cares about attempting to spin it. I'm more curious if pg is going to work "how (not) to handle a PR crisis" into the YCombinator syllabus.
Well, if you insist... But on the other hand, you could get those pictures from your mom. (Hi Sarah! ;))
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Although the UK doesn't have a constitution, Freedom of Speech is guaranteed in Article 10 of the Human Rights Act 1998 and protected by the European Convention on Human Rights.

That being said, the number of clauses in which freedom of speech is 'restricted' means that the UK doesn't strictly have freedom of speech. You are even free to speak as you want or not. The UK falls into the latter category.
In terms of decision making - there is only option 1 left now. If they dont take it they won't have a back to be hit on.
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It does, because if the new password is similar to the old one, you can either modify the old one to get the new one or modify the new one to get the old one.
Very true - though look at some large companies and you see them make the same mistakes. It all trickles down.
Well, isn't that what he would probably talk about over coffee? We don't know how the conversation went. He may have said something like:

We're very sorry about what's happened to you and seek to
resolve it. Let's have coffee as soon as possible to see
what we have to do to resolve the situation for you.

Would that justify the criticism that he should have asked about how she was at that moment, when it would seem from the conversation that there was every intention to do so only moments later?
The story is on the front page of this morning's Financial Times (UK edition): http://www.politicshome.com/timthumb.php?w=450&src=%2Fim...

Story here: http://www.ft.com/cms/s/2/9aac5f80-b924-11e0-bd87-00144feabd...
That's 6% [6% of the company stock] before dilution.

Depending on the type of stock, you can end up with squat [.0001% of the company] when the money actually comes in.

If it really was/is a cofounder position, wouldn't your equity would be comparable in % and type/preference to that of the other cofounder(s)?
Over time AirBnB will probably just become a listing and booking service for established holiday apartments. Places that are furnished accordingly, have suitable insurance and are properly managed by the owner or a agent.

Bringing amateur operators into a sector with potential massive downsides with no education is extremely risky for AirBnB and the hosts.
AFAIK - Crystal Light at worst, has a lot of same stuff as sodas, minus the sugar. Which is already a substantial improvement. I don't know what the tap water quality in your area is - but it could very well be bad. However there might be ways of getting a good, cheap water supply if you are in mountainous areas. Id recommend that you stick to pure water if possible - otherwise do what it takes (you might even buy bottled water - but note that in some scenarios bottled watter is worse than tap water - I am super lucky here again, since I live in alpine area where water supply is abundant and of extreme quality).

Regarding vegetables: Onions, garlic, potatoes (early variety), cucumber, cabbage, green beans (we buy dry beans in bulk), beet root, tomatoes and pumpkins. I grow various medicinal herbs and spices. Of fruit I have some grapes, apples, plums and raspberries. Its all just standard central European crops really.

With this capacity we are able to satisfy all vegetable requirements for a family of 5 from late April till late autumn. You should plant various strains of lettuce and green-beans so you have a constant supply over whole season.

Hope you will be able to grow your own food someday.
It's certainly going to be interesting to see how AirBnB handles this going forward. So far, it's pretty much been a textbook version of how not to handle it, and given the HN audience, there are a lot of lessons to be drawn from this.
I agree. I can't even start to imagine the pressure. It's easy for us to say "he should have done like that" because we can think clearly from a distance.

This guy was one of us reading HN and hoping to make it a couple of years ago.
Now he's managing millions.

Nobody really prepared him for that.
I can imagine phone calls from people above him counseling to kill the story.

He may even had wanted to take a different approach but bend to pressure for what we know.
Money talks loudly.

I don't like the was he's dealing with it, I just want to say that it must be very hard to take good decisions in such a situation.
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"One of these days someone will come up with the idea that replaces Unix."

I believe it will rather build atop of it, maybe changing it slightly. Sort of like OOP & functional didn't replace structural/procedural programming - both paradigms still use procedures and both changed them slightly to suit their ways.
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Sounds evil to deliberately allow anyone to see the 2.x source but not the 3.x which is only a continuation, not a rewrite.
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Yeah, I think that's structurally the correct response (escalate her directly to the founders), but unless the cofounder is actually good at that kind of thing (apparently not), they probably should've additionally assigned someone who is good at it as a contact person to check up on her situation / provide assistance / etc.

Heck, if the original CS rep had good rapport, maybe the right response would be to keep him/her as the main contact person, but escalate the CS rep into more of a personal representative of the founders, with more authority to provide assistance, and a direct line to keep them updated. Of course, that's a guess with hindsight.
To be fair. I'd think a guest-liability thing wouldn't be too hard to work into AirBnB's infrastructure, although keeping the hosts honest is another question entirely.

Thinking about it as a whole, I have to wonder if the proper response would be to have a host-to-guest feedback system. As a host, you can request that guests have a certain "level" of feedback, with the drawback of receiving a reduced amount of money. Then on the other side, guests can get that as discounts-- as they travel and get good feedback from the hosts, they then can bunk at with the people who are, in essence, charging less.

Or maybe the whole system is untenable and couldn't possibly work without webcams set up in every room of the host's house. I guess we'll find out where it goes in the next week or so.
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Scary how fast a startup can get a bad company.
> And for those who have so generously suggested a donation fund be set up to help me recover, I thank you from the bottom of my heart, and suggest that instead, you keep the money and use it to book yourself into a nice, safe hotel room the next time you travel.

Will do.
It's a sad state of affairs, to be sure. But the answers are simple, although it's going to be a real pain for AirBnB's "frictionless" transaction model.

1) You MUST put down a CREDIT CARD. Not a bank card, not a debit card, not a prepaid card. No plasticky no rentee. A major credit card to make a transaction. No bitcoin, no cash, no BS. Airbnb then puts a hold equal to transaction cost + 20% for the duration of the stay. That 20% can be put toward insurance on both ends, paid out when satisfactory closeout of the transaction on both ends occurs. If renters balk at the 20% hold, they shouldn't be on vacation. If owners balk at the "hold" instead of cash in hand, they can take their business to craigslist or wherever.

2) AirBnB must then become an arbitrator, a mediator, a guarantor, and/or (unless they want to outsource this) an insurer.
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It seems like easy money, but being a landlord is a crummy business to be in. I haven't had an experience quite this bad, but we screen our tenants, don't keep our own valuables where they can get them, and take a large deposit up front. We have still had places trashed and had to pay repairs of well over $10k to return them to rentable condition when someone moves out...

Luckily we have much of the tenants information to try to collect from them. Un-luckily we can almost never collect damages from these types of people. They will quit their job to not have an income we can garnish.

You don't want to be a landlord. I don't want to be a landlord.
That's the old story. They haven't seen yet the newest post. When they will have, all hell will break loose for AirBNB.
Brian Chesky is not a douche. Whatever he did regarding this situation, he did with one billion dollars worth of pressure on him. If he made some kind of mistake, then it was much more likely due to the pressure of the moment than a flaw in his character.

He's actually one of the few truly good people that I've ever met. When I read the other day that he had reached out to the woman with support and money, I figured the issue was settled. I'm sure that he and the entire AirBnB team feel horrible about this and are willing to do whatever is necessary to make it go away.

You, indeed, should not have been vulgar. Particularly here on hn.
As they say, there's no such thing as bad publicity. Many more people who have never heard of Airbnb, who can't imagine such a concept possible, will now know it exists.
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I haven't commented on Hacker News for a while now. But let me rake in the downvotes and say that this kind of answer is the reason I can't be bothered anymore. Let's face it, this is a geeky forum. And geeks just can't refrain from giving their opinions and facts. They only need to spend a night reading Wikipedia articles about nutrition to have the right to shit all over someones comments that are marginally overlapping on their new domain of expertise. The tone above, jesus christ. She wasn't even asking for an opinion.

Worst community ever. The arrogance that comes with smarts.
Neither has MS, until their backs were against the wall.
Eric talks a lot, doesn't build as much as he claims.
I'm not familiar with how the booking on airbnb exactly works, but given the fact that they shield both parties from each other throughout most of the process, shouldn't airbnb have some information* about the fraudulent party involved here? Email address? IP address from their logs? Phone number ? Credit card? Anything to assist to get a hold of the perpetrators...
Sounds like you should be using Chef or Puppet to manage these kinds of dependencies.
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It is becoming so typical of the modern society to try to put spin on everything for our own narrow benefit rather than trying to get to the root cause and fix it.

This is another glaring example of it. A month after such a gruesome incident, nothing at all has been done by AirBnB. But they have gone out of their way in trying to put a positive spin on this whole sordid episode in order to protect their precious funding. When will somebody from AirBnB step up and say that we take responsibility for what happened and will do whatever it takes to help the victim and fix the system so that something like this does not happen again rather than wasting their efforts in trying to put a positive twist to this story? Doing such a thing will help them much more in the longer term than trying to simply sweep this story under the carpet.
Let me clear this up for you: Brian Chesky is not a sociopath.
>Do you have any thoughts on using Crystal Light to make water taste less terrible?

Water tastes fantastic. It's sweet. An all-soda-and-mcsquats' diet has killed your taste buds, so anything that isn't loaded with sugar and salt (never mind the Coke, your McChicken has a crazy amount of added sugar) will taste bland to you. Cut the crap out of your diet, and the good stuff will taste good again.

Now, all of this is modulo your local water supply. Here in Vancouver our water tastes great, but we're lucky. You might not be in the same boat. Try grabbing a brita water filter and keep it full, in the fridge.

As for grown foods: tomatoes are great and easy to grow. If you have sun, blackberries are literally weeds and will take care of themselves. Carrots and potatoes are the same way. You should always have some chives growing somewhere; they add delicious flavour to most things. Lettuces and cabbages are fairly easy, but you have to keep slugs and whatnot away or they'll eat them before you get the chance. Same deal with spinach. Peas and beans are pretty easy to grow, although you'll need a lattice. Cucumbers and zucchini are easy to grow, as well. Note, that is in no way an endorsement of zucchini. I don't advocate it's consumption; I'm just pointing out that it's easy to grow.
now that sounds like a service that i would actually use.
This is such BS it's unbelievable.

Beyond the obvious correlation/causation issues, tech city offers startups little direct benefit. The advantages are going to be:

1. Subsidised office/living space converted from olympic village (2013+)

2. More large tech companies to help attract tech talent from E Europe and provide a visible alternative choice to the UK tech grads who primarily go into banking

3. ?

It's hugely unclear what impact this program is going to have. I support it, because I think that making [UK] startups more visible as a career path is a major win. But the developments may also kill the current tech area by raising rent -- the community is there because it's a cheap and fun area for young people.
It's 3am and I've been drinking, but this seems feasible: When the user changes their password, encrypt the old password with a key derived from the new one (you have both in plaintext at this point, when entering old/new passwords). Then hash the new one as usual.

Then when the user goes to change their password again, you have the plaintext of the current one, which unlocks the previous password, and so on back in the chain. You can then compare the new password with previous passwords for similarity.
I'd think so, assuming they're not blatantly lying about the police "having a suspect in custody" (I really, really, really hope they're not lying about that, just for the sake of how spectacularly stupid that would be.)
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"he 'would enjoy meeting' me"

I don't think she really gives a damn in her current state what this guy would "enjoy" doing, is really the point here.
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True it's from two days ago. But the title is 'AIRBNB HORROR' (yes in all caps). I wouldn't want that showing on a Google's first results page when googling my companies name.
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I take it you've never worked with someone who was truly incompetent. Often such people have some sort of defense mechanism that allows them to cover up their incompetence with some degree of effectiveness. But sometimes it shines right through, and then you end up gobsmacked that it's even possible for someone to be that ignorant/illogical.

But it does happen, I've seen it too many times.
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I have to nit-pick the word 'available' in the title.

Seems to me that Apple is generating extra profit, rather than capturing profit from a fixed 'pool'.

(And wow. These graphs debunk the market-share article from the other day fairly convincingly.)
> Writing well is extremely hard.

Please.

Writing like Michael Chabon or Aaron Sorkin is hard. Having some basic compassion in how you interact with people is not. This email didn't need to win any awards — it just needed to have some minimum level of sensitivity. As I said in a cousin:

"he 'would enjoy meeting' me"

I don't think she really gives a damn in her current state what this guy would "enjoy" doing, is really the point here.
Not a reflection on Brian, ( I know nothing about him) but it is my observation that 'talking' about openness and transparency is easy. Implementing it in a competitive environment is difficult.
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So ... I don't believe that level of emotional attachment is well understood by people who don't have their own business. There's criticism - in this thread and elsewhere - of how Airbnb have handled this whole situation, especially some of the information in the OP. I think there would be less criticism if more people understood the emotions of being a business owner - emotions lead us to do non-rational things.

Edit: To add how good it was to see someone explain a downvote, so we could continue a discussion.
I agree that HN would be much, much nicer if people would just show a little respect.
Apart from jrockway's explanation: it may also be the way she currently construes and represents the email and is not a literal quote. Given 'her current state', you can't really trust her to be an honest judge of peoples' intentions. Nor should you fault her for that, but that doesn't mean her statements can be taken at face value.
Surely such a demonstration would require another court order, though? If not, who is to judge the extent to which two sites are the same site?

If the Newzbin source code is released — and to be clear the issue here is not the software itself but what people do with it — and a hundred Newzbin clones pop up overnight with entirely different branding, domains, hosting arrangements, etc., surely one court order against Newzbin is not enough to force ISPs to block all of them?

To reiterate, the software behind Newzbin is entirely legitimate. Passing a court order that enables blocking orders for all websites using the same software would be akin to one that enabled the blocking of all Wordpress blogs because one such blog had been used for illegal purposes.

The thin edge of a very large wedge indeed...
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The writing of action research papers is an ideal method for students to voice their opinions. It is important to think of a problem, and come up with a solution to the problem. Being educated on the writing of action research papers will make the job easier.
Because big top keywords are proper direct matches. Search for 'putty', and bam, you are there without having to click the first entry. Same with most software.
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If he does, I'll point him at the T-Nation "Rate My Physique" rules for posing.

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Grub can do this easily. This is how I upgrade my operating systems. I make a clean partition on my mdraid/lvm disk stack, put a minimal network install iso image on my old partition and enter some spells on the grub command line to boot. No external media required, but you need to have an operating system and a bootloader working already.

Grub manual is a useful starting point.
EJ has demonstrated a keen grasp of English language, punctuation and rhetoric. I think regardless of her state communication is clearly her strong suit.

What I'm saying is that I'd bet good money she knows what quotation marks mean.
I like this idea, but I don't think it can be enforced. If I "forget" my password, then all the history is lost with it.
If I'm not mistaking the timeline here (and I may well be), the process went like this:

June 22: Ransack

June 23: AirBnB starts talking to her

June 29: She posts the blog

June 30: CS Liason cuts contact, first contact from cofounder

Random points between the June 30 and July 26: "this co-founder has been the only person at Airbnb from whom I have received occasional contact regarding my situation, his messages directed primarily at my blog post and its activity on Twitter. "

July 26-27ish: Blog posts blows up on HN

July 27: Other co-founder says he "would enjoy meeting" her for coffee.

I'd consider infrequent communication, primarily about the blog post, as pretty damn close to a cutoff. Especially if the first contact from the co-founder on the 30th was primarily about "Would you please make your blog say nice things about us".

But yes, perhaps cutoff isn't the correct word for the situation. I stand corrected.
I tend to have the same view, yeah. I think there are situations where less bureaucracy in that regard can actually produce a more paralyzed response, though, depending on the personalities of all involved. For example, if you have a legal team but not a crisis-management team, the founders can be receiving far too cautious advice, and a not-legally-knowledgeable founder might not feel confident ignoring it. A good crisis-management advisor would instead give advice that balances legal risks with some sort of assessment of which of the legal risks are worth taking, while the legal department is more likely to tell you to avoid anything risky.
Not really, she was tackling the same problem as TaskRabbit but with a completely different solution. Her solution was a franchise business of individuals who did tasks, which has completely different economics to the marketplace model of TaskRabbit.