I have yet to see any proof that AirBnB cares for anything other than to expand their reach and profitability. They'll partner with local governments to support tax collection, as its in their best interests (and costs them little but engineering time, as the tax is passed through to the customer/host), but its also in their best interest to disregard externalities such as that caused by less than desirable AirBnB customers.
EDIT: They're the less abrasive version of Uber. Disruption needs to be balanced with societal benefits. Your startup does not exist in a vacuum, and you are one piece of legislation or court decision away from being regulated out of existence. Behave accordingly.
Like this guy, just a day ago, where someone made a fake listing for his house and they won't answer him. https://www.reddit.com/r/legaladvice/comments/4h5yo0/fl_some...
Maybe it's the Upton Sinclair quote, "It is difficult to get a man to understand something, when his salary depends upon his not understanding it!"
Or it's just the New Economy. Twitter has 2300 employees. Microsoft, hardly the picture of perfect customer service, has almost 120,000. Guess which one you can get on the phone.
You can't get valuations of millions of dollars per employee if you have employees trying to do things like answer complaints. Dealing with complaints is money-losing business, not money-making business.
To me, I feel like you know you're in trouble on an HN thread when someone invokes that Upton Sinclair quote. There are very few conversations you can't shut down with it.