US: Airbnb co-founder and CEO, Brian Chesky, has taken to X [the platform formerly known as Twitter] to update hosts and guests on the latest updates made by the platform since its Summer Release upgrades in May.
Here is the summary of the Airbnb enhancements announced by Chesky that had been the most urgently requested by users:
- Better search & filters
Airbnb revamped its website last year by adding new filters and categories, ranging from OMG! to Shepherd’s huts and ‘Amazing Pools’, using AI to curate specific options for guests based on their preferences. Now, the platform is adding two new filters – King-size bed and Pet-friendly homes – to curate the selections even more, and Airbnb will also automatically show you similar homes on similar dates if you are having trouble finding accommodation on the most popular dates in the calendar.
In May, Airbnb unveiled redesigned filters that make it easier for users to switch seamlessly between Airbnb Rooms, entire homes and all other categories, giving them an overview of the average price for each type of property, supported by an enhanced price filter.
- Verified listings
Chesky said that Airbnb will roll out verified listings in the United States, Canada, Australia, the UK and France in February, with 30 more countries set to follow next autumn / fall, and each verified listing will have a specific icon to prove its veracity.
The move comes in reaction to a spate of fraudulent listings appearing on Airbnb’s platform in recent years, whether the property does not exist, does not match the images shown on the platform, or has already been booked by other guests.
In February, Airbnb revealed that it would require verification from a valid government-issued ID or a legal address at the time of reservation. It brings Airbnb closer to the sort of verification seen in traditional hotels, where front desk staff can request a form of identification from a guest prior to check-in.
Airbnb is also acknowledging that its host and guests are seeking more reassurance about safety provisions during the booking experience and in listings themselves, following a number of high-profile incidents including poisonings, shootings, hidden cameras and findings around discrimination.
- Better customer service
Airbnb has pledged to improve its customer service, to the extent that it claims to now answer 94 per cent of calls within two minutes of an enquiry being received. From November, Airbnb will match guests with agents who can resolve specific issues faster than ever.
The company has previously faced complaints from users about long wait times and needing to repeat themselves to multiple agents, while guests also struggled initially to secure refunds from cancelled bookings at the start of the pandemic in March 2020 due to Airbnb’s then extenuating circumstances policy.
- Lower cleaning fees
Since launching total price display in May, Airbnb claims that 260,882 listings have either lowered or removed their cleaning fees and that almost three million listings on its platform do not charge any cleaning fee. Total price display allows guests to view the total price with fees, before taxes, across the entire app including in search results, price filter, maps and listing pages.
- Lower prices
Amidst a cost of living crisis, Airbnb believes it can capitalise on hotel prices reportedly rising ten per cent in just one year, while suggesting that the average price of a one-bedroom Airbnb is down one per cent over the same time period.
This year, the company has emphasised how people are seeking to travel more economically yet still connect with people and have authentic experiences, especially after the isolation of lockdowns during the pandemic.
Airbnb is increasingly facilitating “simpler and more affordable” monthly stays by reducing the guest service fee after the third month, as announced in May.
Chesky also confirmed that more Airbnb platform updates would be announced in November.
