Slide 1
Slide 1 text
A Human Touch
Evaluation Insights for Airbnb
Edwin Chen
@echen / echen.me
Slide 2
Slide 2 text
Overview
Slide 3
Slide 3 text
Building a Search and Discovery platform is
hard.
Building it for an expensive travel experience,
when most people only make a few trips each
year, is even harder.
Slide 4
Slide 4 text
How well does Airbnb do?
Slide 5
Slide 5 text
Is it easy to find a good listing?
How about if I want to stay near the Eiffel Tower?
What are problems with its “Similar Listings”
algorithm?
Where else could the experience be improved?
Slide 6
Slide 6 text
No content
Slide 7
Slide 7 text
Where is Disneyland?
Why am I being shown locations so far away?
Slide 8
Slide 8 text
Horrible result. The room is pretty and quaint and the price
is right. But again, it's just not what I'm looking for. This room
is near downtown Madison, it's not a secluded place and
there's no skiing. (from a search keyworded on “skiing”)
Slide 9
Slide 9 text
Click logs in a dynamic marketplace
can be sparse and difficult to interpret.
Did users skip this listing because it was too expensive, or was it just
not relevant?
Was this search result page bad because of poor ranking or because
all the good listings were already taken?
Slide 10
Slide 10 text
Let’s grab additional data.
Slide 11
Slide 11 text
Human
Evaluation
Slide 12
Slide 12 text
Tell me about an upcoming
trip you’d like to make.
“We love going to Disneyland and would like to go
back sometime this year around the beginning of the
summer. Ideally we would go for a week but it
depends on price. I would want to go with my
husband and kids because it's a really fun and
special experience for all of us.”
Slide 13
Slide 13 text
Now try to find a place to stay on Airbnb.
Slide 14
Slide 14 text
Rate the first listing
Fairly bad result. It looks like a nice play to stay but I don't like that
it's actually part of another house. I would want to feel like we have
total privacy instead of sharing certain areas. There are also an
awful lot of rules about when and what you can do. I understand
to an extent but seeing it all written out comes across as kind of
negative. It's also not really that close to Disneyland.
Slide 15
Slide 15 text
“It’s also not really that close to Disneyland.”
Can we show how far listings are from nearby tourist attractions and landmarks?
Why are locations that are so far away from Anaheim being shown?
Slide 16
Slide 16 text
Many travelers are tourists unfamiliar
with where they’re traveling.
Why not make it easier for them?
Slide 17
Slide 17 text
“There are also an awful lot of rules… I understand to an
extent but seeing it all written out comes across as kind of
negative.”
Slide 18
Slide 18 text
Other users mention disliking rules
as well
“I try to stay away from hotels. I find that they are overpriced and dirty. I would rather rent a room
in a house, if I couldn't find an entire house, than stay in a hotel. You would think that renting a
room or house from someone there would be more rules than a hotel but it is not been my
experience. Hotels impose silly rules, and I don't mean standard things like not destroying
the room and noise, I mean like not allowing you to open windows or keep a door open to
the outside. No thanks! I prefer Airbnb by far.”
“It looks like a decent place and how when you first step outside you can see the water and it looks
like you can go straight down to the ocean. The price is great for the amount of days I am staying
as well and it looks a little homey… The seller also does not seem to have any rules that may
complicate me in any way.”
“From the pictures, I don't think it would be the kind of place that I would necessarily feel at home
in… I don't like the fact that shoes have to be removed before entering the house, since I
don't like walking around barefoot. Overall, I just don't think that this room would be the right fit
for me.”
Slide 19
Slide 19 text
Users turn to Airbnb for its
friendliness and home-like feel.
Would it help to boost listings with a
friendly tone, and penalize listings with
long lists of rules?
Slide 20
Slide 20 text
Rate the second listing
Horrible result. The 500 dollar security deposit puts me off
immediately. We are looking for something affordable and while the
nightly rate is okay the security deposit would just put it over the top. I
would be worried we wouldn't get it back no matter how good of a
shape we left the house. Also they seem particular about how
everything is treated and we have two kids so it just wouldn't work
well.
Slide 21
Slide 21 text
Are security deposits a feature
in the ranking models?
Security deposits are a common gripe.
New Airbnb users may be especially worried that an unscrupulous host will keep a
security deposit without good reason.
Slide 22
Slide 22 text
Rate the third listing
Fairly bad result. I love that the price is so low. Plus there is room for
my husband and two kids to sleep. However I don't like that you
would be staying in an RV in someone's driveway. There isn't much
privacy that way. Plus the distance is reasonable to San Diego
and LA which means it's not really close enough to either one.
Slide 23
Slide 23 text
Rate the fourth listing
Fantastic result. If I'm understanding correctly, you get the entire
house which is great. It looks beautiful on the outside and looks like
there is a garage where we could hopefully park our van. The security
deposit is not too high. The location isn't perfect but it's pretty
good because the drive to Disneyland wouldn't be too long.
Slide 24
Slide 24 text
Rate the fifth listing
Pretty good result. The house looks nice outside and in. I like that
you get the entire house to yourself. The security deposit is high
so that makes me hesitant to want to book it. There is plenty of
room for my husband and two kids. I like that we would be able to
park in the driveway as we will have our own vehicle.
Slide 25
Slide 25 text
Takeaways
• How can we make it easier to gauge the
distance to nearby attractions?
• Should we penalize strict-looking listings with
many rules?
• Can we add security deposits as a feature in
the ranking models?
Slide 26
Slide 26 text
Search
Slide 27
Slide 27 text
Note: may be a biased sample, from a set of 100 raters.
Slide 28
Slide 28 text
No content
Slide 29
Slide 29 text
How can we make
search results better?
Slide 30
Slide 30 text
No content
Slide 31
Slide 31 text
This listing is a little too cutesy for me. I am not a fan of the room in terms of decoration. It
looks very clean though, and I wouldn't be too upset if I was "stuck" there. It looks like a really nice
space. I would definitely look around a little more to find something that might be more
comfortable in terms of style. (from a male user)
Slide 32
Slide 32 text
This place is more in line with what i am looking for. Good decor and furnishings. The place looks
modern and very HIP. Has a nice amount of space and nice windows and glass doors. It is
almost ideal to what i pictured.
Slide 33
Slide 33 text
Style matters
Male users may not want pink, fluffy rooms.
Younger users may want hipper, more modern listings.
Some places just feel old and dingy.
Can we learn the style of a listing, and match it against
user demographics?
Slide 34
Slide 34 text
Horrible result. I'm not entirely impressed with the host's response rate/time. It
makes me think they would be hard to get in touch with if something were to occur or
we needed something. The house itself is nice, but it doesn't look quite as good
as other ones that are cheaper. I would pass on this one.
Slide 35
Slide 35 text
Fairly bad result. This place looks a little bit bland. I think it's a little too
expensive for what you get as well. I don't really think I would choose this place. It
doesn't stand out to me.
Slide 36
Slide 36 text
Cost is relative
Some listings are on the higher end of the price range,
but others may simply be overpriced.
Price is probably already a ranking feature, but should
overpricedness be as well? Airbnb already has a price
prediction algorithm; can we use the residual as a
measure of whether a listing is priced too high or too
low?
Slide 37
Slide 37 text
From the pictures, I don't think it would be the kind of place that I would necessarily feel at home in.
The late check in also worries me, since I like to get on the road early. I don't like the fact
that shoes have to be removed before entering the house, since I don't like walking around
barefoot. Overall, I just don't think that this room would be the right fit for me.
Slide 38
Slide 38 text
The pictures look nice, and it's appealing that it is near to the beach. However, this is a room, and I
actually wanted a whole space to myself. Also, there are restrictive hours on when to arrive,
and that's difficult for me. Plus the price is a bit more than I was hoping to pay for. I don't need
bed and breakfast, just a bed.
Slide 39
Slide 39 text
Check-in and check-out
times can be problematic
Are restrictive arrival and departure times used as a
feature?
Slide 40
Slide 40 text
This is the best one yet. The view from the patio is amazing. The price is the cheapest.
The amenities are spot on. No need for a television when you have a place like this. We
talked about going to Sardinia, and this would be a great reason why, just to spend a night at
this place. This place is gorgeous.
Slide 41
Slide 41 text
It looked acceptable. The location just wasn't as good and there weren't spectacular
views. If I was going to settle for something that wasn't pretty then it would need to be very
convenient, which this isn’t. (from a search whose other results had good views)
Slide 42
Slide 42 text
Can we figure out from a listing’s
description, reviews, and pictures whether
it’s in a location with great views?
Slide 43
Slide 43 text
This place looks beautiful! It is a little big, however, the price range is not too bad. It has
romantic in the title and that is what caught my eye first. I am looking for a
romantic vacation with my SO.
Slide 44
Slide 44 text
The room is not ideal, it's not romantic at all. The location is unappealing, it is near an
urban area and there is no mention of skiing. I'm looking for a place near a skiing area, I
don't have a specific location, because I don't know where they are. The price is okay, it's just
not what I want at all.
Slide 45
Slide 45 text
Many vacations revolve around romance:
honeymoons, weddings, anniversaries, and special
dates.
Can we detect which listings and trips are more
romantic in mood?
What are the other canonical reasons for travel?
Slide 46
Slide 46 text
Based on all 21 pictures shown, it is an extremely attractive place and looks very clean. My
girlfriend is particularly picky about living in hotels in regards to hygiene and only
wants places that are squeaky clean and have proper mosquito nets. In addition, she
wants a bed with enough space for two people and has an air conditioner so that we
don't sweat during the nighttime. This location fits the bill for all the conditions, as well as
my preferences and looks rather pleasing. (for a trip to Penang)
Slide 47
Slide 47 text
I really would want something different with a different style, as well as a pool, we are really
looking for a place with a pool because of the hot sun, in Vegas. It also seems a bit for
small we like to have more room that this listing has in it.
Slide 48
Slide 48 text
Certain amenities are more important,
depending on the location and time
Mosquito nets are important in Malaysia.
Listings with air conditioning units are often a necessity in the
summer.
Is it worth learning these context-dependent preferences?
Slide 49
Slide 49 text
Similar
Listings
Slide 50
Slide 50 text
“I would like to go to Las Vegas, Nevada. I would like to go with
my girlfriend to see all the attractions of the city. I would also
like to go hiking in the canyons nearby and visit Lake Mead.”
Tell me about an upcoming trip
you’d like to make.
Slide 51
Slide 51 text
Fantastic result. This listing appeals to me because of it's location close to the action of
the city. The price is very appealing because it is cheaper than the nearby hotels. The
main reason I want to stay here instead of a hotel is is because this has cooking
facilities- because of my diet I have to prepare my own special meals. I also like that the
place is not fancy or pretentious, it is very basic and fits my needs well.
Find a place you’d love to stay at.
Slide 52
Slide 52 text
Bad result. The original search was for a whole home, so I don't like that I would
be sharing with other people. I want my own private bathroom and space. I
would be worried about making too much noise and disturbing roommates. I do like the
location, though, and the room is quite nice. I would stay here as a last resort option.
If this listing were unavailable, would you want to
stay at Similar Listing #1 instead?
Slide 53
Slide 53 text
The original listing was for the Entire Home. Why
is a Private Room being shown as a similar listing?
Adding a filter for the same listing type should be
pretty simple.
Slide 54
Slide 54 text
Pretty good result. I think the place looks nice and it is in a nice location. I do not like that
it looks like someone is currently living there, with family photos on the wall and things like
that. It would make me feel like i'm in someone elses space. The reviews are not very
good, there are lots of complaints about smoke and noise and problems with the
gate.
If this listing were unavailable, would you want to
stay at Similar Listing #2 instead?
Slide 55
Slide 55 text
No content
Slide 56
Slide 56 text
Horrible result. Again, I do not want to stay in a place with others, I want my own space. I
also liked the original listing because it was close to everything, but this location is too far
from the strip and downtown, and I would need to rent a car to get around. I don't like that
the home is in a golf community, because I don't like being in areas with stuck up people. I need to
be closer to the city and all the fun attractions of Vegas, not in a residential area.
If this listing were unavailable, would you want to
stay at Similar Listing #3 instead?
Slide 57
Slide 57 text
Why is a location so far away being suggested?
Is distance from the original listing a feature?
Slide 58
Slide 58 text
from a different set of 100 raters.
Slide 59
Slide 59 text
No content
Slide 60
Slide 60 text
A great deal of Amazon purchases and YouTube
watches come from Related books and videos.
Would bookings similarly increase if Airbnb’s
Similar Listings were boosted from their
backwater status at the bottom of the page?
Slide 61
Slide 61 text
New
Experiences
Slide 62
Slide 62 text
Neighborhood
Discovery
Slide 63
Slide 63 text
Travelers are often unfamiliar
with the neighborhoods of a city.
Can Airbnb design an experience
that helps them pick which to
stay in?
Slide 64
Slide 64 text
While there's nothing at all wrong with this listing (and the price is fantastic), I'd just want to
check that there's nothing better. Also, I'd want to research whether or not it's a safe
and nice area. I might also decide to expand my search to include more expensive options.
This way, I can weigh up whether the benefits of a more expensive option warrant the cost
compared to a place like this.
Slide 65
Slide 65 text
It looks great, and I'd definitely want to contact the host so long as I do some research and
remain as enthusiastic. The price is reasonable and the apartment looks great. The main
thing I would want to check is the area it's in, Lisburn. I don't know how convenient
that is compared to the rest of Belfast and the Titanic quarter. If it was convenient, I
would probably go for this.
Slide 66
Slide 66 text
Helpful Reviews
Slide 67
Slide 67 text
Would showcasing helpful
reviews increase bookability?
Slide 68
Slide 68 text
“This property is stunning! The pictures are beautiful and I like the proximity to
Dublin. Reading the user reviews, it seems the hosts are gracious and
warm, but don't get in your way unless you want them to. I like that. I
could just sit in a lawn chair outside this building for the entire vacation and be
content.”
“It's a really well-decorated and lovely space. I also like that it's in Soho. The
price is a little more than we'd like to spend ideally, but for the right place we'd
make the sacrifice. Biggest worry I'd have is that this property only has
two reviews. I'd be a little scared about committing more money than I
would normally on a property with 2 reviews.”
“Everything I said about the first rental applies to this one as well. The
apartment is very modern and looks very clean (almost clinical). Though I
always prefer design that is antique and warm in style, it is almost impossible to
find and a clean, modern design is always nice as well. I can't think of much
more to say about this apartment except that I notice it is missing half a
star in the location category, so I would definitely have to read some of
the reviews before I would consider booking it.”
Slide 69
Slide 69 text
Useless reviews
Slide 70
Slide 70 text
Helpful reviews
Slide 71
Slide 71 text
No content
Slide 72
Slide 72 text
No content
Slide 73
Slide 73 text
No content
Slide 74
Slide 74 text
Can we crowdsource training data for building a
“helpful reviews” classifier?
Review-level features (host friendliness, cleanliness,
location, etc.) would also be useful in ranking.
Slide 75
Slide 75 text
Activity-Based
Search
Slide 76
Slide 76 text
Let’s try to book a
skiing trip on Airbnb.
Slide 77
Slide 77 text
“Within the next 2 months, I'd like to go to the
northern part of my state (WI) to a skiing resort. I
want to go for the weekend with my husband. I want
to do this because we need a getaway and it would
be romantic and we would still have plenty to do.”
Slide 78
Slide 78 text
Horrible result. The room is not ideal, it’s not romantic at
all. The location is unappealing, it is near an urban
area and there is no mention of skiing. I'm looking for
a place near a skiing area, I don't have a specific location,
because I don't know where they are, just that we have
them. The price is okay, it's just not what I want at all.
Slide 79
Slide 79 text
Bad keyword matching
Can we learn whether a keyword is about the host or the listing,
and limit matches to the appropriate sections?
Slide 80
Slide 80 text
Horrible result. The room is pretty and quaint and the price
is right. But again, it's just not what I'm looking for. This room
is near downtown Madison, it's not a secluded place and
there's no skiing.
Slide 81
Slide 81 text
Pretty good result. The house is beautiful and Lake Geneva is one of the nicest
places in the state. I was looking to go up North is the only reason this isn't a
good fit, this is in the southern part of the state. Otherwise it is beautiful
and the price is great. It also lists skiing and other winter activities nearby. I
would consider it if I couldn't find anything near where I want to go.
Slide 82
Slide 82 text
“I didn't find anything that really fit what I was looking for. I
think that had more to do with the search than what is
available. If I don't have a specific location in mind, like
I wanted a Northern retreat near skiing or winter
activities, it's hard to find places. I think being able to
pick a general geographical area could be a good thing to
add. I think having tags of things to do (skiing didn't really
work well as a tag for me) or activities near the places
might make it easier as well.”
Slide 83
Slide 83 text
It’s difficult to book a place when you
know what you want to be doing, but
not where you should be staying.
How can Airbnb make this experience
easier?
Slide 84
Slide 84 text
Traveler
Types
Slide 85
Slide 85 text
Why do users travel, and
with who?
Twitter has news junkies and Beliebers.
Dropbox has photo takers and collaborators.
What are Airbnb’s clusters of travel types, and how can it design a
better experience for them?
Slide 86
Slide 86 text
from a sample of 100 respondents on Google Consumer Surveys
Slide 87
Slide 87 text
No content
Slide 88
Slide 88 text
Hotels
Slide 89
Slide 89 text
Many users turn to Airbnb as a
replacement for hotels.
So when do users still prefer to
book a hotel and why?
Slide 90
Slide 90 text
No content
Slide 91
Slide 91 text
65% of users mentioned
a quality control problem
with Airbnb
Slide 92
Slide 92 text
Users have had bad experiences
with their hosts and listings
“We've only ever used Airbnb once, and we had mixed feelings. The pricing was
quite reasonable compared to a hotel (it was in Manhattan). On the other hand,
the host was not very good. We walked into a very messy place with no
clean sheets or towels, dirty dishes, and old food in the fridge.”
“It can also be the case that the person's house is not very nice or they are
unfriendly. This could be a detriment to the vacation experience. Indeed
airbnb's fluctuating quality can be bad.”
Slide 93
Slide 93 text
They often don’t trust hosts and
descriptions as a result
“Well, it's not so much that it's bad about Airbnb, in and of itself, but there are a
few unscrupulous types who misrepresent their properties, and you don't
really have any easy time getting reparations, from what I've heard.”
“Also, it can sometimes be difficult to trust some of the people listing their
places to stay. Its not an insured hotel. Is the unit safe to stay in? Did they
wash the sheets? is the room clean? Are they really the owners? They could be
scamming you or try to rob you while you are there.”
Slide 94
Slide 94 text
Reviews and pictures can help, but
they’re often not detailed enough (and
pictures can be misleading too)
“Airbnb also can be a crap shoot in terms of quality. Sometimes the physical
place is not as good as it was advertised. Although this is usually reflected
in the reviews of the place, sometimes they are not accurate or
comprehensive enough.”
“I wish it had more picture requirements. That way I could see what I was
going to see what I got there more clearly. A clearer view of what I am going to
be experiencing is it. Someway to make me feel more secure in a way.”
Slide 95
Slide 95 text
In contrast, hotels are a more trusted
brand that provide a standard level of
quality
“Sometimes it's hard to know what to expect with Airbnb. You never really know for
certain that it'll be a good experience. The people renting out might be rude or overly
anal. It's something that you can't really be 100% sure about. Hotels are almost
always guaranteed to have good service. If not you can complain (and it's not like
they'll kick you out). With Airbnb there's a greater chance for awkward interactions.”
“You're also relying on reviews of others to make a decision to book a stay or not. You
can do the same with hotels as well, rely on reviews, but with hotels, there also
typically comes a standard of service that you come to expect from certain
established hotel names. With renters you can hope to expect what a renter lists,
sometimes expectations may not be met and that's a risk you take. Booking a hotel is
usually a guarantee.”
Slide 96
Slide 96 text
How could this improve?
Amazon and Yelp allow user-submitted pictures. Should Airbnb?
Can Airbnb highlight useful reviews?
The personal, human interaction makes users more reluctant to
leave negative feedback. Would anonymous reviews help?
Slide 97
Slide 97 text
45% of users found
online booking on
Airbnb a hassle
Slide 98
Slide 98 text
Hotels, without the overhead of dealing
with a host, are just simpler and faster
“Also a hotel can be better in the fact that it can be booked on a moments notice without
prior contact. I sometimes just simply want to deal with the simplicity of using a hotel.”
“While you can instantly make a booking on airbnb you have to contact the host
beforehand, and make arrangements whereas hotels nowadays you're practically
guaranteed/hassle free booking from the convenience of an app without much discussion
needed between you and the hotel.”
“It can be hit or miss, sometimes you really don't want to have to deal with the host. In a hotel
you can just check in very fast, and not have to deal with the social aspect of it. I like to have a
consistent experience as well, I just want to have a no fuss experience. The booking process is
easy on the site, but you still have to discuss things with the host whereas with a hotel
you can just show up and check in.”
Slide 99
Slide 99 text
It’s also difficult to book Airbnb
at the last minute
“I find a hotel more convenient. If you're traveling and don't book ahead you can
probably find a hotel and book it easier than trying to find an airbnb listing near
where you're traveling last minute.”
“Airbnb does not offer a lot of options if you are looking for a short stay. It also doesn’t
seem to be as useful if you’re looking for something last minute… I think there
should be a section for last minute reservations. Also there should be an alternative
available like an insurance just in case things are not as they were advertised. “
Slide 100
Slide 100 text
It’s especially annoying when you
have to contact multiple hosts
“I found it difficult to book a room on the specific date that I
wanted. I was not able to book one place and had to look
for another place that was available.”
“My host canceled on me and I had to find another place
to stay.”
Slide 101
Slide 101 text
Airbnb has an Instant Booking feature
already, but many users didn’t even
realize it
(Some users thought the lightning bolt indicated a hot listing about to be
booked, or a flash sale.)
Can Airbnb market the feature better to users, and increase adoption
among hosts?
Slide 102
Slide 102 text
30% of users found the
forced human interaction a
turnoff
Slide 103
Slide 103 text
Part of this stems from a
worry of disturbing the owner
“Also, in a hotel there is a sense you can get a little wild. You can order
pizza and leave it out on a table, for example, without worrying I might
bring bugs into this nice couple's house or make their guest room
smell funny.”
“I felt weird coming home late from a wedding and fearing that I was
disturbing the owner. “
Slide 104
Slide 104 text
Meeting with the host can be difficult,
and especially annoying after a long
travel
“I had to wait a few minutes to meet the landlord. It was cold out and
didn't appreciate that. We couldn't reach the landlord, heard different stories,
then we were told the key was under the doormat. So checkin was strange. ”
“My flight arrived early and the host was at a party, so I felt awkward asking
him to leave to meet me and give me the keys. I ended up just going to a
movie theatre while I waited for him to come back, even though I wanted to
sleep.”
Slide 105
Slide 105 text
Some people also want to be left
alone, without awkward interaction
“There was some lack of privacy. In a hotel, I feel more anonymous. I felt obligated to
talk to the apartment owner a lot.”
“I think possible intrusion on the host part as they do have access to the room, apartment,
house. It can be messy, and not cleaning properly. Not having standards and someone to
complain about the place. Perhaps communication problems with the owner. It
frustrates me when I have to call, email, and spend time arranging a place to stay.”
“Hotels are almost always guaranteed to have good service. If not you can complain (and
it's not like they'll kick you out). With Airbnb there's a greater chance for awkward
interactions.”
Slide 106
Slide 106 text
Companies like Uber grew in large part by
removing the bothersome part of human
interaction (calling a taxi), and making the rest
(chatting with your driver) optional.
Could Airbnb do the same?
Slide 107
Slide 107 text
Summary
Slide 108
Slide 108 text
Growth on Airbnb comes from two ways:
1. Making it easy for users to travel more.
2. Getting users to replace hotels or the
accommodations they’d use otherwise.
Slide 109
Slide 109 text
To encourage users to travel
more, Airbnb could make the
entire travel process easier.
Where should I vacation if I want to go skiing?
What neighborhood should I stay in?
What should I do once I’ve arrived at my listing?
Slide 110
Slide 110 text
I want to go skiing in Wisconsin. Where
should I stay? This is impossible to figure out
right now, and deters me from booking.
Slide 111
Slide 111 text
I’m going to Paris for the first time. What neighborhood
should I look under if I want to stay somewhere artsy with
great food?
This may be a great listing, but is it close to the Eiffel Tower
and great restaurants? Is the neighborhood even safe?
Slide 112
Slide 112 text
To replace existing accomodations,
Airbnb needs to make a better online
and offline booking experience.
Slide 113
Slide 113 text
I want to spend my trip having fun, not navigating
directions. Can Airbnb make it easier to find
listings close to the attractions I plan to visit?
Slide 114
Slide 114 text
Part of Airbnb’s appeal is its lower price. So why am I
worrying about expensive security deposits that may cost
more than my stay?
Can features like these be incorporated into Airbnb’s
discovery models?
Slide 115
Slide 115 text
I want a host and listing I can trust. Can
Airbnb surface more helpful reviews?
Slide 116
Slide 116 text
What other problems does Airbnb need to fix?
Slide 117
Slide 117 text
What types of users does it need to fix them for?
Slide 118
Slide 118 text
What are the advantages of its competition?
Slide 119
Slide 119 text
Airbnb knows more about me than a hotel.
It knows where I’ve searched. I’ve left reviews of
what I liked. I’ve booked multiple listings on the
platform. I’ve even connected my Facebook account
Taking a trip shouldn’t be a stressful chore.
Can Airbnb use all this information to give me the
ultimate travel experience?
Slide 120
Slide 120 text
Homes are sweet.
Let’s make travel even sweeter.