Home⇛Augustinian⇛vol. 24 no. 1 (2023)

Hallmarks of Airbnb Guests’ Experiences in Bacolod City, Philippines: A Mixed-Methods Cocurrent Triangulation Study

Leane Adele L. Linaugo | Carmen C. Menes

Discipline: business studies

 

Abstract:

Accommodation sharing, such as Airbnb, has become a trend in the hospitality industry across the globe. Given Airbnb’s popularity, this study investigated the ratings of Airbnb guests in Bacolod City in the dimensions of cleanliness, communication, check-in, accuracy, location, and value when grouped according to type of listing and determined if there is a significant difference in the ratings when variables are compared. Further, this undertaking explored the views and experiences of Airbnb guests from online reviews in a first class highly urbanized City in Central Philippines. The mixed-methods concurrent triangulation design was employed, using descriptive-comparative approach for the quantitative phase, and content analysis for the qualitative phase. The qualitative data underwent triangulation by sources, thick description and purposive sampling, stepwise replication, and audit trail to ensure trustworthiness of the findings. Airbnb listings in Bacolod City were rated very high in cleanliness, communication, check-in, accuracy, location, and value. A significant difference existed in the dimension of accuracy. Additionally, five themes emerged as hallmarks of Airbnb guests’ experiences in the city: remarkable features, value for money, exceeds expectations, highly recommended, and outstanding hosts, and staff. On the other hand, ‘pitfalls’ also emerged as a theme. It is derived that though most of Airbnb listings in Bacolod City had very high ratings and positive reviews, it is imperative for travelers to read reviews of previous guests prior to booking. This research offers valuable evidence that can serve as guide for current Airbnb hosts to enhance their services, and for prospective hosts or entrepreneurs contemplating on offering accommodation services.



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