Since its inception, Abode has been an industry leader, offering hundreds of thousands of guests a seamless blend of home-like comfort and upscale hotel conveniences. As a long-standing Guesty customer since 2015, we’ve been committed to high-quality hosting standards. Our journey has unveiled critical challenges essential for any hospitality provider striving for success in this increasingly competitive landscape.

The onset of the pandemic triggered seismic shifts in hospitality trends. Hotel value propositions, such as gyms, pools, buffets, conference spaces, and daily housekeeping, were limited or entirely suspended during the pandemic. Guests began prioritizing social distancing and the ability to travel safely in groups, which increased demand for larger vacation rentals and alternative accommodations. Many of these guests were newcomers to our hospitality segment, bringing increased expectations. The surge in traditional hotel guests and a hyper-focus on cleanliness and safety created new challenges for hospitality operators. Due to the shifting landscape, obtaining a 5-star review became more challenging as guests’ expectations shifted significantly and more diverse needs emerged. In response to these challenges, we sought tools to identify trends and operationalize our response to synthesize our guests’ feedback and evolve our service delivery.

Similarly, platforms such as Airbnb began implementing more stringent hosting standards, even delisting hosts that failed to meet these expectations while prioritizing in search ranking those properties with the highest customer satisfaction scores.