Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
These days, every hotel owner and manager must think about vacation rental competitors. That’s why it’s a good idea to learn what’s bothering Airbnb guests, and what the company is doing to try to fix these issues.
In November of 2022, Airbnb CEO Brian Chesky announced four big changes. “I’ve heard you loud and clear—you feel like prices aren’t transparent and checkout tasks are a pain,” Chesky wrote on Twitter at the time. As a frequent Airbnb guest, an Airbnb host and a former hotel manager, I’ll share some insight into the guest dissatisfaction Airbnb is responding to, why their changes may not help, and how that may be good for hotels.
Here are Airbnb’s four changes, and what hotels should know about them to understand the company’s weaknesses and woo less-than-satisfied guests for whom these changes are too little, too late:
These new rules are Airbnb’s latest attempt to quell guest dissatisfaction and stay competitive with hotels and other lodging options. They don’t solve all the issues, but they do provide loads of insight for hotels looking to win back unhappy Airbnb guests.
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