This is a really great post, but what makes me sad is how different I felt after multiple experiences dealing with AirBnb's customer service. Obviously anecdotal but I've seen dozens of similar stories of both hosts and guests being treated poorly, without respect, and in a "guilty until proven innocent" fashion.

I have a whole email thread where I was basically just recited the "policy" multiple times in a case where the host was clearly in the wrong.

Anyways. Sounds like a nice culture internally.