Let’s face it, Airbnb didn’t just shake up travel, it changed what guests expect.
Hotels have always focused on service, consistency, and polish. Airbnb brought in something else entirely: personality, local flavor, and that “I’m not just guest #8437547” feeling.
Hotels still have the edge with teams, systems, and structure. What’s often missing? A more human touch.
Here’s how to steal a page from the Airbnb playbook and win:
1. Make it personal: human touch over generic comfort
Airbnb hosts welcome guests as if they’re friends, not just customers. Their welcome baskets often have thoughtful snacks, handwritten notes, even local treats, not just two waters and generic tea bags.
Hotels can do this too.
- A handwritten card from the housekeeping team
- A basket with staff-favorite snacks or locally sourced items
None of it has to be fancy. It just has to feel like someone actually thought about it.
2. Sell the experience, not just the room
Airbnb wins by making stays feel like the city they’re in. Hotels often blend into beige-and-beige trap. Stand out with local details:
- Swap stock art for vintage maps or neighborhood photos
- Add one local snack or drink to the minibar
- Play a regional music playlist in the lobby
3.Operations: automate the basics
From self-check-in to calendar-syncing tools, Airbnb hosts run lean. Many hotels still rely on manual ordering and disconnected systems, costing time, money, and service quality.
What to try:
- Connect procurement to occupancy data to auto-replenish cleaning and service items
- Work with suppliers who offer smart tech: digital keys, IoT inventory, energy-efficient upgrades
- Automate reorders for cleaning supplies, minibar items, repair stock
- Track supplier performance in real time, before it hits the guest review
Lean ops save your team time, and keep the guest experience consistent, even on your busiest days.
Final thought: pair service with soul
Airbnb hosts win with creativity and care.
Hotels win with systems and scale. The sweet spot? Both.
So next time you’re asking how to improve the guest experience, don’t just ask “What would a hotel do?” Ask:
What would an Airbnb host do? Probably something thoughtful. Local. Personal.
And way more memorable than beige walls and minibar pretzels.
That’s your cue.