June 19, 2017

Does Airbnb have the formula right for managing online guest reviews?


Airbnb has a slightly different system focused on trust and verifications. This could potentially appeal to hotels, but could it be easily replicated?

Because Airbnb is part of the sharing economy and there is a close mutual relationship between guests and hosts, the review system reflects this by allowing both parties to review each other.

This means travellers can decide not to stay at a certain property, but a property can also refuse a booking from a traveller they don’t trust based on the reviews left by hotel peers. Essentially this increases the chances of eliminating fake or unfair reviews.

It’s a process that has evolved and the new review procedure is far superior to the original one. Until 2014, both traveller and host were able to see each other’s review as soon as it was posted and could then write their own.

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