Airbnb CEO Vows to Improve Service Before Expanding, Admits Growing Too Fast Led to Complaints

Airbnb CEO Brian Chesky admits the company grew too fast without the right foundations in place, leading to user complaints.
Chesky aims to improve Airbnb's core service quality before launching new features, including more transparent pricing.
Analyzing customer feedback helped Airbnb create a "hit list" of fixes like removing fake listings and improving search.
Chesky says lower prices lead to more Airbnb bookings, advising hosts to check local hotel rates when pricing listings.
After focusing on fixes in 2022, Chesky hopes Airbnb will offer a "materially better service" in time for next summer.

fortune.com

Relevant topic timeline:

9/5/2023

The End of Airbnb in New York

Airbnb and other short-term rentals in New York City are facing a major setback with the implementation of Local Law 18. The law is so strict that it nearly bans Airbnb entirely, as hosts must now register with the city and be present when guests stay. Additionally, hosts can only have two guests at a time. The new rules aim to address the potential negative impacts of short-term rentals, such as noise, trash, and pricing out local residents. While Airbnb has tried to fight back, the law stands, and hosts are now seeking meetings with city officials to attempt to change the legislation. This crackdown on short-term rentals is not unique to New York City, as many other cities around the world are taking different approaches to regulate the industry. However, despite the increasing restrictions, Airbnb continues to grow, generating billions of dollars in revenue.

9/6/2023

Airbnb bookings dry up in New York as new short-stay rules are introduced

New regulations in New York City have forced Airbnb to stop accepting certain reservations, as hosts must now register with the city and be physically present during the rental, limiting the number of guests and effectively barring families from using the platform.

9/19/2023

Airbnb Cracks Down on Parties With AI, Sees 55% Drop Since 2020

Airbnb's worldwide ban on parties has been enforced by an anti-party AI system created by Naba Banerjee, resulting in a 55% drop in party reports, with over 320,000 guests blocked or redirected from booking attempts on the platform.

10/2/2023

Airbnb Uses AI to Screen Guests and Listings

Airbnb is using AI to identify guests who are likely to throw house parties and to verify if listing pictures submitted by hosts match up with satellite images.

10/25/2023

Airbnb Uses AI to Block High-Risk Rentals for Halloween Parties

Airbnb is deploying an AI-driven system to identify and prevent high-risk bookings for Halloween parties, aiming to reduce disruptive and unauthorized parties during the holiday weekend.

10/25/2023

Airbnb and Turo Use AI to Curb Risky Rentals

Short-term rental giant Airbnb has introduced an artificial intelligence-powered software system to detect potential troublemakers and prevent house parties, marking an expansion of its fight against party-related incidents. The AI system analyzes various factors, such as the age of the account, the rental duration, and whether the guest is from the same city as the host, to assess the risk of a party booking and may redirect the person to partner hotels if necessary. The move comes as a continuation of Airbnb's efforts to enhance safety and trust for hosts and guests.

10/27/2023

Airbnb Uses AI to Block High-Risk Rentals for Halloween, Preventing Thousands of Parties

Airbnb is using an "anti-party" AI system to enforce its global ban on parties during Halloween, preventing thousands of bookings in Michigan and other states.

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Posted 10/2/2023, 11:44:00 AM

Airbnb CEO Vows to Improve Service Before Expanding, Admits Growing Too Fast Led to Complaints

Airbnb CEO Brian Chesky admits the company grew too fast without the right foundations in place, leading to user complaints.
Chesky aims to improve Airbnb's core service quality before launching new features, including more transparent pricing.
Analyzing customer feedback helped Airbnb create a "hit list" of fixes like removing fake listings and improving search.
Chesky says lower prices lead to more Airbnb bookings, advising hosts to check local hotel rates when pricing listings.
After focusing on fixes in 2022, Chesky hopes Airbnb will offer a "materially better service" in time for next summer.

fortune.com

Relevant topic timeline:

9/5/2023

The End of Airbnb in New York

9/6/2023

Airbnb bookings dry up in New York as new short-stay rules are introduced

9/19/2023

Airbnb Cracks Down on Parties With AI, Sees 55% Drop Since 2020

10/2/2023

Airbnb Uses AI to Screen Guests and Listings

Airbnb is using AI to identify guests who are likely to throw house parties and to verify if listing pictures submitted by hosts match up with satellite images.

10/25/2023

Airbnb Uses AI to Block High-Risk Rentals for Halloween Parties

Airbnb is deploying an AI-driven system to identify and prevent high-risk bookings for Halloween parties, aiming to reduce disruptive and unauthorized parties during the holiday weekend.

10/25/2023

Airbnb and Turo Use AI to Curb Risky Rentals

10/27/2023

Airbnb Uses AI to Block High-Risk Rentals for Halloween, Preventing Thousands of Parties

Airbnb is using an "anti-party" AI system to enforce its global ban on parties during Halloween, preventing thousands of bookings in Michigan and other states.