@Juan63 Hi Juan, over time we take share off them. We are not too far from London and the place is really a weekend retreat. Initially we would would get 5% via our site and 95% via Airbnb as they have gobbled up the market. After 3 yrs we do about 15% through our site.....pretty good to say we are a website on an internet of millions.
Here is the feedback we get from Airbnb guests.....'why are you charging me £300 extra on top of your price for a 10 day stay'......this happened not long ago. We told the guest that is the Airbnb charge......the guest was referred to our site with no booking fee and we go the business.
As for the customer service....it is rubbish. We have no call centre in UK, we speak with Asia or South America....make sense...no!
We have our own insurance taken out with a UK provider. The brand like boutique hotels originally looked good but is fading as they can't get the image away from cheap places to stay. Jut look at the marketing for Airbnb Plus......those places were no match for our site. Airbnb keep sending me mails to reduce my price because a room in a crap house is offering a cheaper price. If their algo was so smart they'd see we have one acre of land.
As for the brand it makes no money. WeWork was cult like, Airbnb ain't too far behind.