AIRBNB SERVICE BLUEPRINT

Customer Actions
Since Airbnb is an online marketplace that connects people who want to rent out their property with
people who are looking for accommodations, the customer actions can be further classified as guest
actions & host actions.

 Guest Actions

 Sign Up
o Visit Airbnb website or app.
o Create an account with personal information.
 Find Listing
o Search for desired location, dates, and property type.
o Browse through available listings.
 Book
o Select a property.
o Confirm booking details.
o Make a reservation and payment.
 Check-In
o Receive booking confirmation.
o Follow provided check-in instructions.
 Stay
o Arrive at the property.
o Use the provided amenities.
o Enjoy the stay experience.
 Check-Out
o Follow check-out instructions.
o Leave the property on time.
 Review Host
o Provide feedback on the host and property.
 Host Actions

 Sign Up
o Visit Airbnb website or app.
o Create an account with personal information.
 Publish Listing
o Host creates a listing with property details, photos, and amenities.
o Sets availability, pricing, and house rules.
 Get Booked
o Host receives booking requests.
o Confirms reservations based on availability.
 Provide Check-In
o Host communicates check-in details to guests.
o Ensures the property is ready for the guest's arrival.
 Host
o Host welcomes guests and ensures a comfortable stay.
o Provides assistance and local information.
 Provide Check-Out
o Host communicates check-out instructions.
o Ensures the property is left in good condition.
 Review Guest
o Host provides feedback on the guest's stay experience.

Onstage/Visible Contact Employee Actions

 Customer/Host Support
o Provides assistance via chat or phone to both guests and hosts.
o Resolves booking issues and addresses inquiries.
 Booking Confirmation
o Confirms reservations for guests.
o Assists hosts with any booking-related questions.
 Review Assistance
o Encourages both guests and hosts to leave reviews.
o Assists in addressing any concerns raised in reviews.

Backstage/Invisible Contact Employee Actions

 Background Check & Profile Verification

o Conducts background checks and verifies profiles for both guests and hosts.
 Listing Verification & Moderation
o Ensures accuracy and compliance of property listings through verification.
 Search Algorithm Optimization
o Optimizes the search algorithm for better user experience.
 Technical Support (Direct Customer Interactions)
o Addresses technical issues reported by both guests and hosts.
 Host Communication
o Communicates with hosts regarding property listings and any updates.
 24/7 Urgent Guest Support
o Provides round-the-clock support for urgent guest issues.
 Review Moderation
o Moderates and filters guest and host reviews for authenticity.
  Leverage Feedback, Photos, etc.
o Utilizes feedback, photos, and other user-generated content for improvements.

Support Processes

 Technical Support (Maintenance & Development)

o Manages technical support for both ongoing maintenance and development.
 Reservation System
o Manages the booking and reservation systems.
o Ensures accurate availability, pricing, and coordination between guests and hosts.
 Payment System
o Processes secure and efficient payment transactions.
 Host Communication Tools
o Provides tools for effective communication between hosts and guests.
 Emergency Response Protocols
o Implements protocols for handling emergency situations.
 Safety & Security Measures
o Implements measures to ensure the safety and security of both guests and hosts.

Physical Evidence

 Website/App Interface
o User-friendly design for easy navigation for both guests and hosts.
 Listing Photos & Description
o High-quality images and detailed property descriptions.
 Reviews
o Visible feedback on the website for both guests and hosts.
 Guest/Host Profiles
o User profiles containing relevant information.
 Booking & Payment Confirmation
o Confirmation details sent to both guests and hosts.
 Listing Amenities
o Detailed information about property amenities.
 Host Availability
o Information on host availability and responsiveness.
 Review and Testimonials Section
o Visible feedback on the website for both guests and hosts.
 Social Media, Community Forums
o Additional platforms for user engagement and community building.