SlideShare a Scribd company logo
Presentation on Online
Reputation Management of
Airbnb
Created By:
Parul Gupta
INTRODUCTION
Airbnb started in 2007 when Brian Chesky and Joe
Gebbia(both are 27 years old), both had met five
years earlier at Rhode Island School of design & were
struggling to pay their rent. They both had created the
initial concept for Air Bed and Breakfast that gave
living spaces, breakfast.
History
On any given night, 2 million people stay in homes on Airbnb in 81,000 cities all over
the world.
There are nearly 5 million listings in 191 countries to choose from  that’s more than the
top five hotel chains combined.
REACH
Customer Complains
against Airbnb and
their
Response
Tonality is polite by airbnb help as his vacation was spoiled badly and booking somewhere
will cost him more as he did not do any pre booking.
As a brand manager, I will reply him :
You are right, this is unacceptable, I can't imagine how this may have happened but if you
give me a chance to speak with you I would like to make it right. We would like to investigate
how this happened.
I would like to speak with you at your earliest convenience and will give you some free stay
coupons so you can make your next vacation wonderful, kindly send us your email id,
reservation number and phone number through DM associated with the account.
There has been no response from the
AirBnb team on this negative review
so far.
As a Brand Manager I would reply to
this negative review as follows:
We are sorry to hear about your
unpleasant experience with the guest.
We hope you will use our guest
reviews section to make better
decisions next time. Feel free to ask
us for any assistance to know the
guest review section better.
There has been no response from the AirBnb
team on this negative review so far.
As a Brand Manager I would reply to this
negative review as follows:
We are sorry to hear about your unpleasant
experience with your host.
We hope you will use our host reviews section
to make better decisions next time.
Feel free to ask us for any assistance to know
the Host review section better.
Thank you

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Airbnb orm

  • 1. Presentation on Online Reputation Management of Airbnb Created By: Parul Gupta
  • 3. Airbnb started in 2007 when Brian Chesky and Joe Gebbia(both are 27 years old), both had met five years earlier at Rhode Island School of design & were struggling to pay their rent. They both had created the initial concept for Air Bed and Breakfast that gave living spaces, breakfast. History
  • 4. On any given night, 2 million people stay in homes on Airbnb in 81,000 cities all over the world. There are nearly 5 million listings in 191 countries to choose from  that’s more than the top five hotel chains combined. REACH
  • 6.
  • 7. Tonality is polite by airbnb help as his vacation was spoiled badly and booking somewhere will cost him more as he did not do any pre booking. As a brand manager, I will reply him : You are right, this is unacceptable, I can't imagine how this may have happened but if you give me a chance to speak with you I would like to make it right. We would like to investigate how this happened. I would like to speak with you at your earliest convenience and will give you some free stay coupons so you can make your next vacation wonderful, kindly send us your email id, reservation number and phone number through DM associated with the account.
  • 8. There has been no response from the AirBnb team on this negative review so far. As a Brand Manager I would reply to this negative review as follows: We are sorry to hear about your unpleasant experience with the guest. We hope you will use our guest reviews section to make better decisions next time. Feel free to ask us for any assistance to know the guest review section better.
  • 9. There has been no response from the AirBnb team on this negative review so far. As a Brand Manager I would reply to this negative review as follows: We are sorry to hear about your unpleasant experience with your host. We hope you will use our host reviews section to make better decisions next time. Feel free to ask us for any assistance to know the Host review section better.