After writing my blog on Airbnb’s next chapter, I became curious about whether any of my friends, family or acquaintances had used the sharing-economy website.
I’m not one to share much on my Facebook page, but I thought it’d be the most logical place to start. My original post read as follows:
Question: Who out of my friends has tried Airbnb? If so, what did you prefer about it over a hotel?
Not only were their responses plentiful, but they were overwhelmingly descriptive and helpful. Some of my Facebook friends even detailed their experiences across the pond (double score!). Before I delve into some first-hand accounts, let me start by saying most of these came as no surprise. I think the majority of hotel industry folks understand the reasons for choosing Airbnb and other vacation and home rental websites such as HomeAway and VRBO.
It often boils down to experience, space and value.
Here are five “anonymous” reviews of my Facebook friends’ experiences with Airbnb and why they chose to use the site over booking a hotel:
1. “Price. Saves money. Get better neighborhoods cheaper. Can get you closer to where you want to be when there aren't always hotels near.”
My take: Time and time again I hear this same response uttered during conferences, interviews and mindless chatter with friends and colleagues. The fact of the matter is sometimes it’s too expensive to stay in a hotel downtown—especially in the top 25 markets of the United States. Add a major event, and you’re pretty much out of luck if you’re a struggling twenty something who’s trying to pay student loans and buy your first house.
I ran into a friend of mine in Nashville, Tennessee, during the Hotel Data Conference, and she was there on her honeymoon. I happened to run into her at the Omni Nashville hotel while checking out, and I asked if she had been there all week. She replied with: “We actually decided to splurge for a hotel this last night because everything was so expensive. We have been staying at an Airbnb rental.”
2. “EVERYTHING. If you are someone that doesn't need room service or housekeeping (some still have this) and want to get a personal, non-commercial experience while helping people make money without fees and charges all while getting a unique experience and many times suggestions of where to go and what to do from a local's stand point it is an all around better option. Sorry for the run on sentence. Also, not to mention the huge price difference.”
My take: I appreciate this response because it was very descriptive (even though it was a mouthful). And it touches on a certain point of the guest experience that I think many hoteliers miss the mark on. Today’s travelers don’t want to do what everyone else is doing. It’s kind of hip to be the “anti-tourist.” Hoteliers have gotten so used to relying on the solid demand drivers of a market that they don’t really spend much time peddling things off the beaten path. Granted, they’re getting better at this whole “local” thing. There’s still some work to be done.
3. “I did it all over Europe and then just last weekend in Chicago and I really like it - although there are some downsides. There were definitely a few times in Europe I wished there was a concierge to help me find certain places/things, although most of my hosts were pretty responsive via the Airbnb app. I'd recommend it!”
My take: This kind of contradicts what my previous Facebook friend said, but perhaps it’s a one-off situation. What I thought was telling of this particular response was how my friend was able to contact the host quickly via Airbnb’s app. Having that local person at your fingertips to ask questions and suggest places to go is invaluable. While I know some hotel companies have a concierge feature within their app, I don’t know that it’s as responsive as contacting an Airbnb host directly. But I could be wrong. If you know of a hotel company that has this feature, please, shoot me an email.
4. “They stocked my fridge every day at one place with organic food, fruit, and juice. They were also willing to show me around the neighborhood. This other place had a hot tub on the roof on a high rise in downtown Chicago.”
My take: OK, this response tells me little. Except that this person clearly loves Airbnb. However, this response does tell us that some Airbnb hosts take extra care of their guests, much like a hotelier would. One of the biggest differentiators for hoteliers is that extra step of service (read: housekeeping, turn-down service, roomservice, etc.). But Airbnb hosts can be just as good, if not better at it. Especially if they’re looking to gain regulars (what hoteliers would call loyalists).
5. “It's a way more authentic experience than staying in a hotel. (Yeah, it's nice to stay in a hotel and have housekeeping service and whatnot, but I'm more than capable of cleaning up after myself.) It's nice to stay in an apartment unique to that city — with history and character. Then, you just go out and explore the city as if it's your own backyard. I only book ‘entire apartment’ stays so I can't speak to the experience of staying at an Airbnb while someone else is there, too.”
My take: I might have saved the best response for last. See, millennials do love history. This response hits on all the reasons why I would personally like to book a stay with Airbnb. It is a more unique experience because you’re in someone’s apartment or house in a city you’ve most likely always wanted to visit but couldn’t afford.
So it makes that experience that much more special. I also never use the housekeeping services when I’m staying at a hotel because I can clean up after myself. As soon as I throw my stuff on the ottoman, I bust out the “do not disturb” sign and hang it on the door. Lastly, I would love to walk out of an apartment and not have the entire valet parade right there parking 17 different cars. No noise. Just me and the city streets. Then, I would head to a restaurant recommended by my Airbnb host.
Ah, sounds delightful. But until I book an Airbnb and experience the highs (and possible lows), I can’t say it’ll all turn out that way. We’ve heard some of the horror stories.
Have you stayed with Airbnb before? Share your experience in the comment section below.
Email Samantha Worgull or find her on Twitter.
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