Are Guests in Emerging Markets Expecting Hotel Standards from Airbnb?

[Saba222]

In Islamabad I’ve noticed a clear shift in guest expectations over the past year.

Even when booking home style listings, guests now expect

Impeccable cleanliness,  Immediate responses, Clear house manuals, Backup power  WiFi, reliability, Professional presentation

It feels like the gap between boutique hotels and Airbnb listings is narrowing.

For hosts in similar cities, are you also experiencing this shift?

Are we moving toward hotel level structure with home style warmth as the new standard?

Would love to hear perspectives from different markets.

[Rebecca]

Hi @Saba222 👋 

Thanks for sharing your thoughts about Islamabad and your hosting experience. Do you think these changes are making it harder for new hosts to get started, or is it just pushing everyone to up their game?

I'll tag a few hosts who might have useful insights from other locations: @Wendy-May0 (UK), @Ryan4241 (Sweden) and @Bec3748 (Australia). 

[James3741]

I don’t think it’s necessarily about luxury, more about consistency and reliability.

It does seem like the baseline standard is rising everywhere. The warmth of a home is still important, but the operational side is becoming more structured. In a way, it feels like the platform is maturing, and guest expectations are maturing with it.

[Saba222]

Hi Rebecca 👋

Thank you for the question. In my view it’s a bit of both. For new hosts it can feel challenging because guest expectations are already quite high from the beginning. Cleanliness, quick communication, good Wi-Fi, backup power and clear instructions are almost expected as a basic standard now.

But at the same time, I think it’s also pushing hosts to become more professional. Those who focus on reliability, thoughtful details and good guest communication tend to stand out quickly, even if they are new.

In cities like Islamabad where the market is still evolving, this shift is gradually helping raise the overall quality of listings.

[Rebecca]

Thanks so much for sharing this with us @Saba222. How have you found dealing with guest expectations so far? Do you have any tips to share with other hosts that work well for you when things get a bit tricky?

[Saba222]

When situations become a bit tricky, I’ve learned that staying calm and focusing on solutions makes a big difference. Guests usually appreciate when a host listens carefully and responds with respect rather than reacting defensively.

[Rebecca]

@Saba222  You've got some wonderful responses here from hosts around the globe! Thank you for starting this conversation and bringing hosts together! 

[Saba222]

Thank you @Rebecca. I’m glad the discussion brought helpful perspectives from hosts around the world. It’s always valuable to learn from different experiences

[Rebecca]

Absolutely @Saba222, do you think from the information shared here, that you'll change anything about how you host, or your listing? 

[Elaine701]

@Saba222

It's an interesting point, one that we've paid some attention to. 

Our observations seem to suggest that many newbies to STRs tend to expect a hotel, simply because that's what they're used to. You book it, you go to reception, get your keys, go to your room, go to the bar, restaurant, etc... You can always call reception to ask them to order a taxi...

Conversely, we've found that experienced Airbnb travellers tend to have lower expectations. Surely that's because they have discovered that an Airbnb is not a hotel (and in many ways, that's the attraction), but after some discussion with guests, it emerges that the standards of many Airbnb's are pretty low. Not very clean, uncomfortable beds, synthetic sheets and pillowcases, spartan furnishings, empty fridge...

So when they show up at your place, which is extremely clean, well outfitted, lovely beds, drinks and snacks in fridge, wine, thoughtful touches... It's like a dream for them. 

Underpromise, overdeliver.  That will generally satisfy both the oldies and the newbies. 

Anyway, that's just my observations. Your experiences may be different. 

[Saba222]

Thank you for sharing this, Elaine. I think you make a very valid point. Many first-time guests arrive with a hotel mindset while experienced Airbnb travellers often just hope for a clean, comfortable and authentic stay. I also believe the key is exactly what you mentioned under-promise and over-deliver. When guests find thoughtful touches and reliable standards, it turns the stay into a memorable experience rather than just accommodation.

[Rebecca]

Thank you so much for sharing this @Elaine701 😍

[Joelle43 · Accepted solution]

Hello @Saba222 

Yes I agree with you Saba.  These high expectations are set by Airbnb themselves and their review system is a typical example of this where even a 4* review is seen as not good enough by them.  You receive an email from them telling you to look at the review and to consider how you could improve on your hosting style for future bookings.

And then you have the guest expectations and yes, I really feel that they expect more and more for their money simply because prices for Airbnb can be similar to hotel prices so it's really important to deliver a clean and welcoming space.

We are a far cry from the initial Airbnb experience and guests today expect high standards from their hosts and thoughtful goodies and cold drinks go a long way towards greater customer satisfaction now.  I've often read about guests complaining that the cost of an Airbnb is as high as a hotel room (especially true for the smaller units I think) BUT they are expected to clean after themselves even when a cleaning fee is charged.

I have some amazing repeat guests who come for annual events and are very much used to hotel standards so I aim to provide little extras that seemingly go a long way to make them feel welcome.  But everyone gets the same special attention (more or less) and with the amount of competition in my area, I think it's important not to cut corners and to provide more rather than less.

[Saba222]

Thank you for sharing this perspective, Joelle. I completely agree that expectations have evolved significantly. In markets like Islamabad we are seeing the same trend guests expect hotel level reliability while still wanting the warmth and flexibility of a home stay. Striking that balance between professional standards and genuine hospitality is becoming the key challenge for hosts today.

[Rebecca]

Thank you for sharing your thoughts @Joelle43 😊