Innovating Hospitality, the Airbnb Story

34 Pages·2014·4.58 MB·English

by  Luciana Spadina

The essential global youth
travel industry event
23 – 26 September | Dublin, Ireland
Innovating in hospitality?
Speaker: Clément Marcelet
Thursday, 25 September | 14:00 – 15:00
www.facebook.com/wystc @WYSTC | #WYSTC2014 www.wystc.org

How it works
Profiles & Messaging
Rich Profiles & Integrated Messaging
+ Provide guests and hosts with chance to really get to
know each other
+ Messaging platform that encourages communication
+ Verifications throughout profile (phone, email, etc.)
+ Verified ID
+ Payment via the platform
€700 000 Host Guarantee
Peace of mind for Airbnb hosts
+ Protection of property is critical to hosts
+ Significant care and investment
+ Matters hugely to our business
24/7 Customer Service
Customer Service in every time zone
+ Critical because a trip is a perishable item; have to fix
things fast
+ Personal nature of Airbnb = personal service
+ Human obligation to ensure safety
+ Crucial to brand based on hospitality
800,000 Listings. 17 million guests. 190 Countries
Trust is what makes it work.
Airbnb is a completely new way
to think about hospitality