We built a network of photographers to improve the quality of listings, recognizing that high-quality photos could significantly enhance the attractiveness of properties on Airbnb.

We realized that many of our hosts had poor photos of their listings, which hindered growth; addressing this issue was crucial for our success.

By implementing feedback from our earliest customers quickly, we saw a significant increase in revenue and listings, demonstrating the power of word-of-mouth marketing.

When we started adding travel experiences to the app, engagement increased by 70%, indicating that people were eager to learn about and book experiences, even though it was challenging to do so on the app due to a lack of proper booking infrastructure.

Airbnb helped their hosts improve their property photos, even at a loss, because they empathized with their users' needs and built trust through genuine care.

We aimed to launch our improved service in three months, incorporating payments and reviews to enhance user experience, and we launched our service just weeks before a major event, listing 800 properties to help locals make extra money during the influx of visitors.

We maintain transparency with landlords about pricing and relisting strategies, which helps build trust and solidifies our partnership.

Airbnb's growth was significantly driven by founders engaging in customer support, which helped them understand user needs and improve their service.

Encouraging employees to actively engage with our service helps bridge the gap between our guests and hosts, ensuring we stay connected to their needs. When people use our product, they often return with insights or bugs they've encountered, which helps us continuously improve the product.