Beating Hotels at Their Own Game
AirBnB is shaking up the hotel industry in more ways than one. I propose that they are actually providing a better travel UX in many ways. Just take these three items:
1) Fewer lines and checkin/checkout procedures
With an AirBnb you typically interact directly with the property owner or manager. They have a very small number of guests to process each day, quite possibly only one. So the line is 1-long. Payment is pre-paid, so you don’t need to pay at the end, or get your receipt. Typically door access is by key code, or you informally leave the keys under the mat. A far cry from formal hotel checkout lines and putting an (old fashioned) paper receipt under your door.
2) Direct communication with guests
What hotel allows you to text the front desk? Which hotel will give you a personal reference for a private driver? What hotel texts you when your laundry is ready and gives tips on how to order food to your room? Both of my recent AirBnBs were quite prompt and chatty. Hotels could learn from this. “Dialing zero” is so old-school.
3) More privacy and room amenities
Most AirBnb’s don’t have daily cleaning - and that’s good - because how can you get an entire room dirty in one day? Cleaning by request, possibly every 3-4 days or even weekly would be fine. Less strangers wandering into the room and moving things around with possibly security risks. It’s also surprising how many “4-5 star” hotels don’t have simple room amenities such as fridges, freezers, free bottled water, and even microwaves. The “star system” needs to be scrapped and replaced with something relevant to typical customers.
