CEO Reacts To Customer Complaint, Facebook’s Newest Addition, and NFL Star Opens Up About Disorder

Adriana Diaz
August 2, 2011

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Airbnb, the popular online service that lets people rent out their homes to travelers, has apologized for its slow response to a San Francisco woman's claims that her apartment was ransacked and burglarized by Airbnb renters. Her story got national media attention after her harrowing blog post went viral. In it, the woman who goes by "EJ," said, "They smashed a hole through a locked closet door, and found the passport, cash, credit card and grandmother's jewelry I had hidden inside. They took my camera, my iPod, an old laptop, and my external backup drive filled with photos, journals… my entire life." She also said she believes the renters photocopied her personal documents, cut the tags off pillows, and used her credit card to go online shopping. After contacting Airbnb, she said the company was unresponsive and unhelpful. Yet Airbnb says it was in "close contact" with EJ a day after she filed her complaint and that it even helped police eventually arrest the suspect. After weeks of bad press, Airbnb CEO Brian Chesky posted a full apology on the company's blog. In a tweet that said, "we screwed up, we're sorry," Airbnb sent the apology blog post to its nearly 20,000 followers and it was re-tweeted nearly 1,500 times. [OLY1] In the blog, Chesky said the company "dropped the ball…and we should have responded faster." He also announced the launch of a new $50,000 insurance policy to protect Airbnb customers from vandalism.

Next up, Facebook's family is growing! Users of the social networking site, who have been able to list family members on their profiles for years, can now list their unborn babies thanks to the new "Expected: Child" feature. This option is just the latest example of Facebook creating more ways for people to personalize their profiles. Recently Facebook added "domestic partnership" and "civil union" to the mix of relationship statuses. But like any change on Facebook, the "Expected: Child" feature comes with a bit of controversy. Some users think it's just another way to overshare on the site. On Twitter, some people are calling it "too impersonal" and "almost creepy." One tweeter voiced concern about pregnancy complications, writing, "what happens if someone suffers a miscarriage? It really is awful." Despite user concerns, the status looks like it's here to stay. What do you think about Facebook's "Expected: Child" option? Tell us on Facebook!

After Miami Dolphins star Brandon Marshall announced he has borderline personality disorder, "BPD" is buzzing online. If you don't know what the disorder is, you're not alone. Searches for "What is BPD" are up 2,100 percent in Yahoo! Search. It's a disorder where the patient feels misunderstood, is full of self-loathing, and is unable to control destructive behavior, even though he or she knows it's wrong. In a gripping press conference yesterday, Marshall talked about the disorder saying, "I have a dream home, two nice cars, three beautiful dogs, but I haven't enjoyed one part of it. And it was hard to understand why." Marshall has been involved in erratic behavior since his time at the University of Central Florida and the Denver Broncos. He announced he wants to be the face of BPD. In an interview with the South Florida Sun-Sentinel, Marshall said, "It's like a light bulb's been turned on in my dark room."