Booking.com vs Airbnb Guests: THEY EXPECT DIFFERENT THINGS

Описание: In this video, I explain one of the biggest mistakes multi-platform hosts make: treating Booking.com guests and Airbnb guests the same.

Many hosts list the same property on both platforms and then feel confused — or frustrated — when guest behaviour, complaints, and expectations are completely different. This isn’t about good or bad guests. These platforms train guests differently.

In this video, I break down:
How Booking.com guests choose a property vs Airbnb guests
Why Booking.com guests expect stricter rules and frictionless access
Why Airbnb guests expect communication, context, and explanation
How check-in expectations differ (self-service vs guidance)
Why house rules work differently on each platform
Hotel-style expectations vs home-style expectations
Cancellation behaviour and why it feels more transactional on Booking.com
Communication styles that work — and don’t — on each platform
How guests escalate problems and why hosts burn out
What you should change (and what should stay the same)
The goal isn’t to do double the work — it’s to adapt expectations, not fight them.

If you want a follow-up video showing how to set up the same property differently for Booking.com and Airbnb without doubling your workload, let me know in the comments.

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00:00 Why hosts struggle with multi-platform guests
00:37 How Booking.com guests choose properties
01:07 How Airbnb guests choose properties
01:29 Check-in expectations (biggest gap)
02:09 House rules: enforcement vs explanation
02:56 Cleaning & amenities expectations
03:37 Cancellations: transactional vs emotional
04:13 Communication expectations
04:43 When things go wrong (disputes & escalation)
05:10 The biggest mistake hosts make
05:32 How to adapt without doubling work
05:56 Final takeaway + next video