ABSTRACT
In November of 2016, Brian Chesky, the co-founder and CEO of Airbnb, took the stage at Airbnb Open, his company’s annual event, to kick off a series of keynote speeches, workshops, and celebrations. Chesky knew these public appearances were an opportunity for him to further explain Airbnb’s services and address growing concerns about his rising company. In 2016, Airbnb expanded its platform to include “Experiences,” a feature which allowed users to immerse themselves in local culture. Airbnb also updated its platform in 2017 to include badges on users recognized as Superhosts. All users of Airbnb began by creating a free account and profile. Hosts added a listing of their space by providing a description of the property and any amenities included. Airbnb’s emergence in the hospitality industry enabled a new trend in the industry that allowed travelers to seek out new forms of lodging options based on their specific taste and budget.
