"I kept getting taken back to a set of FAQ's when there are problems and typically led back to something like, "Let you[r] host know to discuss the issue," she wrote via email to SFist. "Also, it was the middle of the night and didn't have a phone I could use to call the US from where I was." When asked to comment on Low's situation, an Airbnb spokesperson offered this statement: The safety of the Airbnb community is the single most important thing we work on every day. More than 80 million guest arrivals have had safe, positive experiences on Airbnb and negative incidents are extremely rare. We have a zero tolerance policy for violence, we are investigating this incident, and we will take action if need be. A month later, the listing is still up — still with 4.5 stars.