Brian Chesky, co-founder and CEO of Airbnb, took to the social media site to crowd source priorities for their product. He reported on the priorities that came out of the project.
I think the platform is revolutionary but not great. There are too many hosts with too many rules that fail to deliver the product that they promise. The platform does not do enough to generate trust and enforce the rules.
The Hosts cancel on guests and guests just out of luck, there may not be other lodging options available and the mostAirbnb will do is offer a credit. Sometimes. The last time I stayed in an apartment, the climate control was locked and you couldn't turn it down, so you had to pay electricity charges. That was $300 per night.
I don't like hauling out my trash at the end of a stay when I'm being charged a cleaning fee. Pricing is not transparent when various fees can add 50% to the cost of a stay. The fees make it uncompetitive for short stays.
There has been talk of a co-brand credit card for a long time. I like being able to check in early and check out late.
The top 6 issues customers have, which the CEO is interested in, are:
There were 4,000 suggestions. The top 6 are listed.
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The top suggestion is to have clear pricing displays, guest loyalty program, updated cleaning fees and more long-term stays.
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Better customer service.
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I will look into others now that I'm already working on most.
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January 5, 2022.
It comes down to making it easier to do business with and through Airbnb. I think of customer service as a catch-all for ensuring that the product being offered on the platform is something consumers can have confidence in, and standing behind that when there are problems. The fee structure is a problem that disincentivizes stays for many use cases.
A loyalty program is a no-brainer, but it is easier to deliver things like rebates for spend on the platform and perhaps more elevated customer service to frequent guests than it is to ensure any sort of elevated experience during a stay. It's hard enough for hotel chains to ensure elite benefits on properties where there are clear brand standards, expectations for delivering an elevated in-stay experience for frequentAirbnb guests should be modest at best.
There is a big demand for whatAirbnb does. They bring down the cost of rooms and bring more travelers which is a good thing. They are the market leader for a reason. Marriott hotel owners would like to rent out their rooms on the platform.
If hotels can't deliver on the things that differentiate their product from Airbnb, like elite benefits and daily housekeeping, they'll find themselves at a competitive disadvantage.
Many commenters here suggested that the airline were alone in overselling the products, as a result of the controversy over United having Chicago Aviation Police drag a passenger off a plane a week ago. Some restaurants overbook their reservations.
April 18,
"General"
Marriott can beatAirbnb by offering consistency, products, and service. His daughter tried an apartment building and reassured him that there was nothing to worry about. Marriott needs to be in this market if it is growing. They think they can leverage...
May 11, 2018?
In hotels.
I was surprised to read a review of the Moxy Portland Downtown that included the discovery that they sell their suite on the platform, but not Marriott.com.
November 6, 2021.
In hotels.
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