First Lodging Experience with Airbnb

The lodging group chose to have the first lodging experience with Airbnb. On August 14, we stayed at a modern apartment which is conveniently located 2 blocks away from Golden Gate Park with easy access to public transportation and restaurants. The apartment features many Victorian/Edwardian characteristics like high-arched ceiling and large tall windows. There are 2 bedrooms, 1 bathroom, a fully equipped kitchen, in-door washer and dryer. Fresh linens and towels are provided. The apartment and amenities are exactly what is shown on the property page and actually match our expectations. 

The host is nice and helpful. She was available to answer any question before arrival and during our stay. She was flexible enough allowing us dropping up our luggage and checking-in earlier. She left a blue warm welcome booklet on the table including WIFI code, instructions of some amenities, recommendations for restaurants, public transportation information, which is really thoughtful.

The whole experience is satisfying in general. However, we all agree that the hospitality part is somehow missing. Since we did not meet the host in person, there’s a lack of interaction. She did apologize for not being on site to provide more help when we reached out to her. But I personally think the host should be the person who initiate the first conversation and express welcome. In addition, when we texted her, no matter when we have dropped off our luggage, or we successful checked-in, or we have left for a walk and would go back again, etc, there were no response. We’d like to be polite and inform the host what’s going on in her apartment when she was not there. We did expect more communication not just related to problem solving.

Room service is the one that I did miss about the hotel during my stay with Airbnb in a chilling night. I wanted a hot chocolate at night but I didn’t want to go out at that time. If I was staying at a hotel, I can directly call the room service. People may not always need room service but if there’s a need, it’s always nice to get satisfied.

It's hard to train hosts to maintain service standards since they are not employees. However, hospitality can be the major issue that guest satisfaction depends on. This is also where Airbnb can improve.