Airbnb Works to Keep Security Camera Complaints Hidden — CNN Investigation

13.07.2024 - 06:24 / skift.com / Dennis Schaal

A months-long CNN investigation found that Airbnb has worked to keep thousands of complaints about properties with hidden indoor security cameras out of the public domain. Airbnb banned indoor cameras in March.

“A CNN investigation found that Airbnb not only fails to protect its guests, it works to keep complaints out of the courts and away from the public,” the news outlet said. It does so by requiring binding arbitration in the U.S., and often requiring nondisclosure agreements for guests to receive settlements, the investigation found. [See video embedded below.]

Among CNN’s findings:

Prior to Airbnb’s ban on indoor security cameras in March, they had been allowed in common areas of homes under certain conditions. Indoor security cameras had to be disclosed to guests, visible, and not in private spaces.

Airbnb didn’t directly deny many of the allegations on the record.

“In 2024, Airbnb adopted a policy banning security cameras inside listings,” an Airbnb spokesperson said. “Last year, far less than 0.1% of stays globally resulted in any type of safety report to us — let alone a report related to a security camera — and when we do receive an allegation, we take appropriate, swift action, which can include removing hosts and listings that violate the policy. Airbnb’s trust and safety policies lead the vacation rental industry, and include background checks on US-based hosts and guests.”

Regarding the claim that there were 35,000 customer support tickets due to hidden cameras and recording devices, Airbnb points out that a single report can produce multiple support tickets as a case transitions from one team member to another. In addition, customer support tickets about surveillance devices might be about everything from noise monitors to doorbell cameras.

Although Airbnb doesn’t contact law enforcement as a rule, it said it helps guests make a police report if they choose to do so.

And when Airbnb gets notified by police about a surveillance camera complaint, authorities often mandate that Airbnb not disclose certain information about the investigation.

On the issue of Airbnb’s terms and conditions mandating binding arbitration, the company points out that such requirements are commonplace in consumer agreements, and binding arbitration is cheaper and quicker than drawn out court battles. In addition, there is nothing that bars guests from making public statements about arbitration or court filings.

The hidden surveillance camera issue in short-term rentals is not just an Airbnb problem, of course.

Skift asked Expedia Group, which owns vacation rental brand Vrbo, how many complaints it receives about hidden security cameras, whether it tries to keep these issues out of the public eye through