Airbnb Expands with Experiences and Services
Airbnb has launched new features allowing users to book travel experiences and services directly through its app. These offerings range from chef-prepared meals and spa treatments to guided tours and workshops. Users can book these additions alongside their stays or independently.
This marks Airbnb's renewed focus on experiences, aiming to capitalize on existing site traffic. CEO Brian Chesky previously highlighted the platform's significant reach, with over 1.5 billion device accesses last year.
This move positions Airbnb to compete with companies like Tripadvisor, Booking.com, and Viator, as well as service providers like Yelp.
Services and Experiences
Initially, services span 10 categories, including chefs, catering, massages, and beauty treatments, available in 100 cities across eight countries. Experiences encompass cultural tours, outdoor activities, cooking classes, and more, launching in 19 categories and 1,000 cities worldwide.
Airbnb Originals, featuring celebrity partnerships, offer exclusive experiences like pastry making with renowned chefs or beach volleyball with Olympians.
These experiences and services are a way to experience a city like a local. We think that these are natural extensions to home stays. What’s great about Airbnb is that you get unique accommodations. We think about our new offerings the same way.
- Judson Coplan, VP of Product Marketing at Airbnb
Airbnb will take a 15% commission on services and 20% on experiences. Hosts undergo verification and quality checks, including reviews of their experience, online presence, and required licenses.
New App and Social Features
The updated app features dedicated sections for Stays, Services, and Experiences. It also suggests relevant experiences and services based on upcoming trips. For hosts, the app provides improved calendar and listing management tools.
Later this year, Airbnb will introduce social features, including group chats for users who have shared an experience. This aims to foster connections and inspire future travel. Airbnb is prioritizing user privacy within these social features.
The enhanced profile pages introduced last year saw a 15x increase in completed profiles, indicating users' desire to connect with others through travel.
There was a huge increase in a number of people who wanted to share more about themselves. For us, that was a clue that travel is about connections. Whether it’s your host, people you travel with, or people you meet along the way. There is especially, in this moment of time, a desire to connect with other people.
- Judson Coplan, VP of Product Marketing at Airbnb
AI-Powered Customer Service
Airbnb is leveraging AI to enhance customer service. An AI-powered assistant now provides direct answers within the chat, initially for English-speaking users in the U.S. This feature will expand to more languages and countries later this year.
Future AI enhancements include personalized trip recommendations and in-line action buttons for tasks like canceling bookings.
The updated Airbnb website and mobile apps for iOS and Android are rolling out globally.
