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SATISFACTORY OR UNSATISFACTORY GUEST EXPERIENCES IN
AIRBNB ACCOMMODATIONS COMPARED TO TRADITIONAL
HOTELS
Mansurov Zokir Khusanovich
Scientific-Research Institute
for Tourism Development
Tel:+9989-91-599-01-22
https://doi.org/10.5281/zenodo.14044472
Introduction
The sharing economy, also known as the collaborative economy, is based
on co-creation through networks in online environments and is driven by the
need for sustainability, happiness, and financial gain (Hamari, 2016; Allee, 2003;
Prahalad & Ramaswamy, 2004; Reuschl, 2022). But even if academics and
managers are becoming more interested in it, travelers choose peer-to-peer
lodging rental services (henceforth referred to as P2P lodging) for some reasons
or circumstances that are still unclear (Lalicic & Weismayer, 2018; Sainaghi &
Baggio, 2020). According to Sainaghi and Baggio (2020), Airbnb has emerged as
the most popular trend in the hotel industry and one of the most successful
sharing economy models. Scholars have analyzed Airbnb’s possible danger to
the conventional hotel industry or come to the conclusion that it generates
demand by giving travelers access to travel alternatives that they otherwise
would not have had.
Additionally, Benítez-Aurioles (2019) came to the conclusion that “hotel
occupancy and economic returns in Barcelona, independent of the hotel
category, have been negatively affected by the expansion of the peer-to-peer
market for tourist accommodation”. According to Mate-Sanchez-Val (2020), “the
primary threats to traditional accommodation providers are Airbnb’s private
rooms and the concentration of the Airbnb market in fewer hosts”. Travelers
may view Airbnb as a more or less ideal substitute for hotels, such as mid- or
low-cost lodgings (Guttentag & Smith, 2017) or lodgings that don’t cater to
business travelers (Zervas, 2021).
In conclusion, prior research regarding Airbnb has not provided definitive
evidence concerning its impact on the hotel sector. Consequently, given the new
challenges that Airbnb poses for hotels, it remains essential to conduct a
comparative analysis of both accommodation types in order to evaluate and test
the distinctions between Airbnb and conventional hotels.
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Distinction factors for guest preferences between Airbnb and traditional
hotels
Airbnb is dedicated to facilitating access to accommodations among
individuals at competitive rates (Sanchez Franco & Alonso-Dos-Santos, 2021).
This business model integrates a diverse array of user-generated content into a
network that generates value (Reuschl, 2022). While Airbnb has emerged as an
affordable means for individuals to earn supplementary income with flexibility
(Guttentag, 2015; Guttentag, 2018; Liang, 2018), the increasing availability of
shared accommodations has intensified competition. This, combined with the
hosts’ reputational capital (Ikkala & Lampinen, 2014), necessitates maintaining
high standards and adjusting pricing strategies (Lalicic & Weismayer, 2018).
Airbnb offers a diverse array of unique accommodations that promote
well-being in stylish and inviting settings, catering to guests’ desires for
curiosity and new experiences. Consequently, Airbnb serves as a social
alternative that facilitates an authentic exploration of the destination, enabling
more efficient resource allocation.
On one hand, if we consider that the fundamental services may be
comparable to those of a hotel (Tussyadiah & Zach, 2015), research focusing on
the demand side of Airbnb reveals “a multiplicity of relevant motives, including
economic, sustainability-related, and social aspects” (Dann, 2019).
Cheng and Jin (2019) suggest that Airbnb users may not prioritize value;
however, competitive pricing (Balck & Cracau, 2015) and the physical attributes
of accommodations (Dolnicar, 2019) remain conventional reasons for choosing
peer-to-peer lodging over hotels (Quinby, 2014). Strømmen-Bakhtiar and
Vinogradov (2019) further emphasize that “Airbnb customers differ from
traditional hotel patrons, as they [an extended family of more than five
individuals] might not have considered visiting the location if the prices had not
been favorable.”
In addition to the economic advantages, the social or physical distance
from other individuals, such as guests, may serve as a significant factor in the
choice of peer-to-peer (P2P) accommodation, particularly when opting for
entire apartments (Bresciani, 2021).
Mody (2017) assert that Airbnb surpasses traditional hotels in terms of
community engagement and local authenticity, as it allows guests to stay in
more residential neighborhoods and experience a genuine home-like
atmosphere (Ert, 2016; Guttentag, 2015; Tussyadiah, 2015). Quattrone (2016)
further suggest that P2P accommodation is expanding into residential zones and
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is increasingly prevalent in areas lacking hotel options. Moreover, Airbnb
properties offer a more genuine interactive experience compared to hotels
(Birinci, 2018), which may foster customer loyalty (Grayson & Martinec, 2004,
regarding their conceptualization of authenticity). Consequently, users of Airbnb
are likely to appreciate the authentic environments surrounding their
accommodations.
Guttentag (2018) illustrate that the elements of interaction and the
benefits of home are fundamental to the Airbnb experience, which is
characterized by authenticity rooted in enjoyment, escape, and the pursuit of
novelty, as noted by Lalicic and Weismayer (2018). This aspect is considered
more significant than the perceived risks involved. While Airbnb guests may
encounter disappointments due to the shortcomings of amateur hosts—such as
unsatisfactory personal interactions, inadequate cleanliness, or excessive
noise—these factors can lead to negative evaluations of their stay (Gao, 2022).
Nevertheless, authenticity remains a crucial component of hospitality
experiences and is vital for ensuring guest satisfaction.
Gao (2022) assert that the host represents the second most prevalent
topic and is the most significant characteristic distinguishing Airbnb from
traditional hotels. Furthermore, earlier studies suggest that cultural exchange
and social interaction with hosts play a vital role (Balck & Cracau, 2015;
Guttentag, 2015; Wang & Nicolau, 2017). As noted by Bresciani (2021), “There is
(indeed) a higher trust between guests and hosts.”
The amenities offered in P2P accommodations are recognized as pivotal
elements that affect the satisfaction levels of Airbnb guests (Tussyadiah, 2016;
Tussyadiah & Zach, 2015). These amenities play a significant role in shaping
guests’ decision-making processes and enhancing their overall service
experience (Sanchez-Franco & Alonso-Dos-Santos, 2021). Guests are particularly
drawn to amenities that (a) provide a homely atmosphere as opposed to the
experience of a traditional hotel, and (b) offer diverse experiences, with cost-
effectiveness being a primary motivator alongside location and household
features (Guttentag, 2018; Paulauskaite, 2017). For example, it has been noted
that “males are focused on the importance of hygiene, quality or room amenities
serving as surrogates for more comprehensive processing”. Consequently, the
aspects related to the feeling of being at home are crucial for Airbnb guests (Ju,
2019).
Finally, Young (2017) establish that factors such as leisure travel, the size
of the party, and the duration of the trip may serve as moderating influences in
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the choice of peer-to-peer (P2P) accommodations, highlighting the significance
of leisure travelers. Additionally, Airbnb is favored for trips taken with friends
(Poon & Huang, 2017). For example, Airbnb accommodates a wide range of
travel needs, from short day excursions to extended stays lasting several
months, which often results in longer durations of stay for travelers
(Tussyadiah, 2016), with the exception of business travelers (Varma, 2016).
Conclusion
Studies has identified both similarities and distinctions in the essential
conditions required for generating satisfactory or unsatisfactory guest
experiences in Airbnb accommodations compared to traditional hotels. While
both types of lodging exhibit common issues leading to guest dissatisfaction—
such as noise disturbances, perceived value for money, and the professionalism
of staff—there are notable differences in the aspects they prioritize. For
instance, Airbnb guests place a higher value on the proximity to tourist
attractions and the quality of staff recommendations, whereas hotel guests tend
to focus more on the available facilities and the professionalism of the staff.
Additionally, Airbnb is known for providing unique and personalized
experiences, while hotels emphasize the importance of efficient and appropriate
interactions between staff and guests.
The implications of study findings are significant for hospitality providers
aiming to enhance guest experiences and boost satisfaction and loyalty. By
identifying and prioritizing the factors that influence guest satisfaction and
dissatisfaction, hospitality managers can develop effective policies and
strategies. Our study underscores the necessity of striking a balance between
affordability and personalized experiences to elevate guest satisfaction.
Furthermore, it suggests that hotels may need to integrate social and
interpersonal elements into their services to maintain a competitive edge.
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