Voice of the Customer

YourWelcome is improving the customer experience for AirBnB guests by being able to offer them video instructional guides about the place as well services in the neighbourhood they can access.

The property tech firm launched last year by Henry Bennett and Paul Loram and has just netted £400k in outside funding to help develop its services for AirBnB hosts.

According to Airbnb, 52,500 hosts shared their homes in the UK in the past year, and over 80 per cent of guests choose to use Airbnb over a hotel as they prefer to ‘live like a local’. These guests spend an average £1231 during their stays on local services – presenting a huge untapped market for targeted offers.

The service works by enabling Airbnb guests to have a truly ‘at home’ experience, with personalised YourWelcome tablets left out for guests along with the keys to the property, allowing them to access services from trusted, premium providers such as taxis, takeaways or discounted shows.

The service enables hosts to monetise the recommendations they leave for guests as they are paid a percentage of revenue made from each on-demand booking. In addition, the YourWelcome tablets learn through guest usage, giving hosts a unique insight into why guests are booking their property and what services they want during their stay allowing them to optimise their listings.

The guests currently using the service are averaging an hour’s usage time of YourWelcome.

Bennett, co-founder of YourWelcome said: “As occasional Airbnb hosts ourselves, we knew there had to be a way to simplify the way hosts communicate with guests, especially if they are unable to greet them in person. We also thought there should be a way for the hosts to monetise their guests through offering high quality on-demand services.”

YourWelcome already has corporate deals in place with global serviced apartment company Skyline and numerous Airbnb Management companies including Easy Rental Services, and this year is branching out into Paris and into the longer-term student and wider property market.

Aurelie Ruiz, founder of Easy Rental Services, an Airbnb management company using YourWelcome said: “Our guests are pleasantly surprised when they discover the tablet and everything they can do with it! This has improved our service and the guests’ experience which helps us to have good reviews!”

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