a year and a half ago my wife and I we
went down to Mexico City we booked an
entire home but the host took an hour of
his day to meet with us he talked us
through everything that was great about
his neighborhood the best coffee shops
he talked us through the best
restaurants he talked us through
everything that would make us feel like
we belonged he also gave us one
recommendation visit the frida kahlo
museum this is where she was born this
is where she died she also lived there
with her husband Diego Rivera another
very influential Mexican artist this
visit set my wife on eye down a
different path in our lives we got
incredibly inspired by where they lived
we got incredibly inspired by you know
what their space looked like and what
inspired them but what was really really
interesting so we came back to San
Francisco and we started seeing Frida
everywhere she'd always been there in
the street arts in the mural but for the
first time we really started to notice
this and we started asking a lot more
questions about Frida and it got us
thinking a lot more about San
Francisco's art so it's one trip and
this one act of hospitality set us down
a path that never that we never came
back from we're actually still on that
trip because we're learning about our
own city and the art in our own City
something else happened when we got back
from Mexico City six months ago we had a
long-term guest check-in unfortunately
this long-term guests did not read the
house rules she makes a lot of noise
after 10 p.m. so unfortunately we had to
move but a new house is a new canvas
it's a new way for us to express
ourselves and we wanted an Airbnb unit
and we were still so inspired by Mexico
City that we decided to make our new
unit in memory of Frida Kahlo and we
took all the local art though from shops
in a local neighborhood and our hope is
to welcome people into our home and
share with them art of San Francisco
because maybe they'll go back to their
own home and they'll be way more
inspired about the art in their city
I also host for other reason and that is
to make sure that I stay connected to
the joys and challenges of hosting our
mission on our product development team
is to make it incredibly easy to be a
successful host we think technology can
take care of a lot of the heavy lifting
of being a host however technology will
never be able to do one thing which is
provide a human experience we want to
make it so easy with the technology you
can focus on that but even though I'm a
host I don't want to be a focus group of
one it's the most important thing that
we do is that we listen to you and hear
just a handful of ways that we listen to
you first we use data science we see how
you use the website we see how you use
the mobile app for example we know that
65 percent of reservations you use
mobile so that tells us and this is
trending up so that tells us that we do
a lot more to make sure our mobile apps
are world-class next we run a quality
survey of each one of you should be
getting a survey at least once a year
but we're looking at tens of thousands
of results every month and we're looking
at the data constantly
I make time to also read through all the
comments but data tells us what happened
it doesn't tell us why doesn't tell us
where we should be going
and that's when we sent a research team
into your home to spend time with you we
try to understand you and your natural
hosting habitat we try to understand
what kind of computer do you use and
what are your guests checking we try to
understand all your pain points I want
to give you an example of this with the
videos let's roll the video
twenty-something generation it tends to
be more mobile oriented but I really
like looking at my Google Calendar and I
like looking at the calendar view
on Airbnb on a laptop screen versus the
calendar on your phone they are baby
calendaring everything that's you know I
could get it
iPhone 6 with the bigger screen or I
could use an iPad like everyone else in
my family has but I like seeing the
calendar on that side screen okay great
that's really good and so it's 80%
laptop 20% of film and I will if I'm out
if I'm in the house I will almost always
use this I like my phone primarily to
let me know the minute I get an Airbnb
communication but if it's an inquiry
then I will it'll be my trigger to go to
the laptop if I'm home and if I'm not
home I'll respond to the person and say
I'm oh I'm busy I'll get back to you in
3 hours with a response when you're back
at your we'll talk about the calendar in
a bed next host voice this is another
way really this little way that we
listen to you we let you vote on what
the next feature should be and we use
that information to prioritize what we
built for you we also do meetups we have
hosts all over the we have employees all
over the world that run host meetups
whenever I visit another city I always
do a host Meetup and you'll see me on my
phone I assure you I'm not checking
email you'll seem over the next two days
on my phone a lot it's not email I'm
taking notes and these are actually
notes from a meet-up in New York finally
there's the Airbnb open this is our real
time conversation with you to help
understand what your needs are and this
is also a time where we have you things
and get your feedback on the same day
give you an example last year we
launched the host dashboard at last
year's Airbnb open this is the home
screen that you see when you log in on
web or log in on mobile we got your
feedback we had a lot of positive
feedback but we got a lot of suggestions
for example one of the things that we
heard is that you want to see statistics
about your reviews and how they break
down so last June we launched that to
you we also heard something different on
your dashboard
your upcoming reservations we heard
three different things some of you
wanted to see it by day some of you want
to see it by month and some of you
wanted to see it by listing so we came
up with a solution for that we're happy
to announce that now you can organize
and filter your listings by day by a
month and by listing and this ships
today so exclusively to host at the
Airbnb open and we want to get your
feedback over the next day
and this is just one of several
announcements we're gonna make today
we're gonna talk about ways that you can
learn from each other ways that you can
make it easier to host without more
effort and also how you can welcome more
guests and feel confident you're getting
great guests