{"id":38205,"date":"2026-05-09T10:00:27","date_gmt":"2026-05-09T07:00:27","guid":{"rendered":"https:\/\/bnbnews.gr\/?p=38205"},"modified":"2026-05-08T16:11:00","modified_gmt":"2026-05-08T13:11:00","slug":"airbnb-the-guest-is-now-at-the-center-not-the-home-what-brian-chesky-said","status":"publish","type":"post","link":"https:\/\/bnbnews.gr\/en\/otas\/38205\/airbnb-the-guest-is-now-at-the-center-not-the-home-what-brian-chesky-said\/","title":{"rendered":"Airbnb | The guest is now at the center, not the home \u2014 what Brian Chesky said"},"content":{"rendered":"

Airbnb\u2019s main ambition is for the platform to evolve into a fully personalized travel ecosystem<\/strong> for each user. This was said by the company\u2019s CEO Brian Chesky<\/strong> during the presentation of the first-quarter financial results. To deliver this goal, Airbnb\u2019s strategy focuses on leveraging artificial intelligence,<\/strong> personalizing its services, and flexible payments.<\/p>\n

\"aiArtificial intelligence<\/h2>\n

Brian Chesky said that the era of AI<\/strong> is radically changing the way travelers search and book stays. As he said, Airbnb is investing in \u201cdeep personalization\u201d of the experience, using artificial intelligence so it can understand each user\u2019s intent and show them exactly<\/strong> what they are looking for. For example, a business traveler looking for a one-night stay may mainly see hotels, while a family planning a week-long vacation in Tuscany, Italy will receive home recommendations. The company is already testing new AI-powered search features<\/strong>, while using AI for better listing ranking, review summaries, and more targeted stay recommendations.<\/p>\n

Chesky<\/strong> estimated that within the next year there will be a wave of innovations<\/strong> around AI-native travel experiences.<\/p>\n

Customer service<\/h2>\n

Significant progress is also being recorded in customer service. Airbnb revealed that its AI assistant now achieves a 40% \u201cself-solve\u201d<\/strong> rate, meaning four out of ten travelers resolve support issues on their own without intervention from a human agent. At the same time, the company is strengthening its strategy<\/strong> of local adaptation by country, focusing on growth markets such as Brazil, India, and Japan.<\/p>\n

Market-by-market policy<\/h2>\n

CFO Ellie Mertz<\/strong> said that Airbnb adapts both marketing and platform features by market: in Germany the emphasis is on cleanliness, in Italy bed<\/strong>\u00a0& breakfast<\/strong> are promoted differently, while in Brazil installment payments are supported. Flexible payments via \u201cReserve Now, Pay Later\u201d are giving a particular boost to growth. According to Airbnb, about 20%<\/strong> of global gross booking value in the first quarter came from this payment model.<\/p>\n

The company noted that the ability to pay later<\/strong> leads travelers to book earlier and to choose larger and more expensive homes. Overall, flexible payments, changes to cancellation policies, and simplification of fees added about three percentage points to the growth<\/strong> in nights booked.<\/p>\n

Airbnb is also expanding<\/strong> into hotels, which still represent a single-digit percentage of bookings, but are growing at more than double the rate of the platform\u2019s overall business. The company is piloting boutique<\/strong> and independent<\/strong> hotels programs into new markets.<\/p>\n

\"bookingAfter the hotel, a home is booked<\/h2>\n

Chesky described the future Airbnb as an \u201cecosystem of services\u201d<\/strong> where the focus will not be the home but the guest, combining homes, hotels, experiences, and additional services. The company also revealed that 55%<\/strong> of those who book a hotel through Airbnb later return to book a home, while nearly one quarter of new users who purchase Experiences<\/strong> then go on to book a stay or a service.<\/p>\n

The first-quarter results<\/h2>\n

On the financial side, Airbnb announced revenue of $2.7<\/strong> billion in the first quarter, up 18% year-on-year. Gross booking value reached $29.2<\/strong> billion (+19%), while nights and experiences booked reached 156.2 million, up 9%. Net income came in at $160<\/strong> million, while adjusted EBITDA<\/strong> rose to $519 million from $417 million a year earlier. The results are announced<\/strong> a few weeks before the presentation, ahead of the summer period, of the platform\u2019s new products and capabilities on May 20.<\/p>\n

The announcements ahead of the summer period<\/h2>\n

According to what was said during the presentation of the first-quarter results, the announcements<\/strong> will include:<\/p>\n

Expansion of services & experiences<\/h3>\n

Further growth of \u201cExperiences\u201d<\/strong> and services, which appear to be an important demand driver, with many new users booking a stay after first booking an experience.<\/p>\n

AI upgrades & hotels<\/h3>\n

AI-based features are expected for more personalized recommendations,<\/strong> as well as differentiated hotel offerings.<\/p>\n

Specialized World Cup 2026 experiences<\/h3>\n

On May 20, bookings also open for unique \u201cfan experiences\u201d<\/strong> related to the FIFA World Cup, which include match tickets and exclusive content. It is noted that the World Cup<\/strong> is hosted in the USA, Canada and Mexico from June 11 to July 19, 2026,<\/p>\n

Major events strategy<\/h3>\n

Airbnb focuses on leveraging major events<\/strong> (such as the Milano Cortina 2026 Winter Olympics) to attract new hosts.<\/p>\n","protected":false},"excerpt":{"rendered":"

Airbnb\u2019s main ambition is for the platform to evolve into a fully personalized travel ecosystem for each user. This was said by the company\u2019s CEO Brian Chesky during the presentation of the first-quarter financial results. To deliver this goal, Airbnb\u2019s strategy focuses on leveraging artificial intelligence, personalizing its services, and flexible payments. Artificial intelligence Brian<\/p>\n","protected":false},"author":4,"featured_media":38202,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_mo_disable_npp":"","footnotes":"","_members_access_role":[],"_members_access_error":""},"categories":[507],"tags":[535],"class_list":["post-38205","post","type-post","status-publish","format-standard","has-post-thumbnail","category-otas","tag-airbnb-en"],"_bunyad_layout_template":null,"_bunyad_layout_spacious":null,"_bunyad_sponsor_name":null,"_bunyad_sponsor_logo":null,"_bunyad_sponsor_url":null,"_bunyad_sub_title":null,"_yoast_wpseo_metadesc":"Brian Chesky says AI is changing how people book stays. 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