Hacker News Reader

I agree with you, its perfectly OK to set a tone and personality for the site – but that information to me is critically important to users of Airbnb and why to this day I haven't used Airbnb. It never seemed clear what would happen in this event and now we know. You are on the hook.

FYI In her blog post, EJ points out that Airbnb also lacks a 24 hour customer support phone number.

I think certain parts of FAQs can breathe a bit more and inject humor. Others can't. Payments, renter sec., etc are sacred ground. Funny is a disarming quality; you want these sections to reiterate strength, confidence and professionalism.

Agreed, but having a sense of humor is fine until it becomes reality.