Has Airbnb Become Terrible? The Answer Is Yes, and No

By: Brad Greiner, CEO of Open Air Homes and OpenAiRE Brokerage

August 28, 2024

Helpful Tips for Navigating the Pros and Cons of Airbnb for a Better Guest Experience

Is Airbnb really as terrible as some say? The answer is complicated. In some ways, yes, it has become a frustrating platform for both guests and hosts. In other ways, it still offers unique opportunities that hotels can’t match. But let’s be honest: The experience you get from an Airbnb largely depends on the host’s professionalism.

As someone who’s been in the short-term rental space for over 13 years, starting Open Air Homes to deliver a high-quality guest experience has been more challenging than anticipated. Running a seamless Airbnb rental takes time, effort, and strong business operations—and many hosts just aren’t prepared for that.

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Why Do Guests Feel That Airbnb Has Lost Its Touch?

Guests’ frustration often stems from unrealistic expectations set by unprofessional hosts. As humans, we have come to expect hotel-like accommodations when we travel. Hotels have established standards and services; for instance, if there’s an issue in Room 301, they can quickly move you to Room 302. Airbnb doesn’t offer that luxury.

NerdWallet highlighted in their article that “Airbnb has become a victim of corporatization,” where the charm of staying in a unique home has faded with the rise of property management companies and inconsistent service quality. It adds to the feeling that “Airbnb is to travel what Facebook is to the internet. In a word: terrible.”

To be clear, Open Air Homes is a corporation. A small one by business standards, but still a corporation.   We have business practices that lead to nearly all guests having a good experience, but we are still a corporation.  We instill a sense of uniqueness in our homes and try to create truly memorable experiences for guests by focusing on design and great amenities for all types of travelers.  Our latest push into wellness in a number of our homes is an example of this.  Corporatization does not technically have to be a bad thing, and it would help if all larger hosts like Open Air Homes look for guidance from some of the top boutique hotels in the world.  That has been my strategy all along – look to the best qualities of great boutique hotels, and emulate their practices where we can.

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Advice for Travelers: How to Avoid a Bad Airbnb Experience

1. Read Reviews Thoroughly: Don’t just skim through the top three reviews. Dig deeper to see how the host or property management company responds to issues. It gives you a glimpse of how they handle problems—a crucial factor for your peace of mind.
2. Look for Positive Mentions of Maintenance: This is your second filter. Unlike hotels, Airbnb hosts typically don’t have multiple rooms or properties to move guests around if something goes wrong. As a guest, you might have to deal with minor inconveniences or things breaking. Check if the reviews mention timely responses to maintenance issues. This indicates the host is attentive and proactive.
3. Understand That Airbnb Is Expensive Now: The days of affordable Airbnbs are dwindling, and fees have become exorbitant. NerdWallet points out that “Airbnb doesn’t have a loyalty program,” meaning no rewards or points to soften the blow of high fees. However, you can often find a better deal by booking directly with the property manager. Platforms like HiChee can help you compare prices across various sites.
4. Booking Directly Can Save Money, But There Are Risks: Booking directly with a property management company can save you money, as Airbnb and similar platforms charge fees that are passed on to guests. However, you lose some guest protections that Airbnb offers, like penalties for hosts canceling at the last minute. So, always do your research on the reliability of the property manager.

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Why the Experience Varies Greatly Between Hosts

As highlighted in the NerdWallet article, “Airbnb properties don’t have full-time staff to address issues.” Unlike hotels that maintain full-time housekeeping and maintenance teams, most Airbnb properties leave this up to individual hosts. The experience, therefore, can be like “a game of roulette”—you never quite know what you’ll get. This lack of consistent oversight leads to unpredictable experiences for guests.

Additionally, the platform has little competition. This lack of competitive pressure means there’s not much incentive to improve the customer experience. “The platform has little incentive

How Hosts Can Help Improve the Airbnb Experience

If you are a host or considering becoming one, understand that the key to guest satisfaction lies in treating your property like a boutique hotel. Respond to issues quickly, maintain high cleanliness standards, and communicate clearly with your guests. At Open Air Homes, we learned through trial and error how to meet and exceed guest expectations, and it took years to get it right.

We’ve also had to address the misconception that anyone can list a property and start earning effortlessly. It takes more than just throwing some photos online and waiting for bookings. Proper maintenance, a well-thought-out guest experience, and regular communication are essential.

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So… Is Airbnb Still Worth It?

The answer is yes, but with caveats. Airbnb remains a viable option for unique experiences, but guests need to do their homework and ensure the host or property manager is professional and responsive. Similarly, hosts must commit to running their properties like a business if they want to succeed in this ever-evolving landscape.

If you want a better Airbnb experience, look for hosts who have proven themselves over time and manage their properties with a high level of care and attention.