TT-949 (Tourism Edition) -- Airbnb Meltdown, Losing Sight of What Makes a Company Successful

* * * * * * * * TERRIE'S (TOURISM) TAKE - BY TERRIE LLOYD * * * * * *
A bi-weekly focused look at the tourism sector in Japan, by Terrie
Lloyd, a long-term technology and media entrepreneur living in Japan.
(http://www.terrielloyd.com)

Tourism Sector Edition Sunday, Jun 17, 2018, Issue No. 949

SUBSCRIBE to, UNSUBSCRIBE from Terrie's Take at:
http://mailman.japaninc.com/mailman/listinfo/terrie

+++ Airbnb Meltdown, Losing Sight of What Makes a Company Successful

I wasn't going to write about Airbnb again, I really wasn't. But the
meltdown of the firm's business here in Japan over the last 2 weeks has
been so spectacular, and the reasons for the meltdown so core to the
future of Japan's inbound travel economy, that I couldn't ignore it.

In case you haven't been following the news, although everyone knew that
the home sharing "Minpaku" law was going to go into effect on June 15th
(last Friday), Airbnb Japan received sudden and unexpected
administrative guidance from the authorities at the end of May that it
had to remove ALL listings on its site by June 1st AND to show sincerity
about it - in the form of emailing customers that their host had been
removed and that they would have to find alternative accommodation.
Chaos was the result, and Airbnb lost at least 80% of its online listings.

You see, originally Airbnb was going to give existing hosts the
opportunity to stay listed until the 15th, and more importantly to have
the option for those hosts delisted to continue at their option to host
customers who had already booked - as a kind of wink-wink, nudge-nudge
approach to the new laws. But somehow the government got wind of the
intended process and issued its very explicit directive. The outcome was
pretty shocking for both the hosts and for the tens of thousands of
people who'd been booked for holidays from now through to the end of the
year.

The situation also shows that Airbnb lacks the deep communication
channels needed to read and negotiate the government's true intentions.
This is ironic considering the company is staking its future in Japan by
lobbying for basic law changes.

Anyway, the damage was done and Airbnb to its credit set up a US$10m
emergency fund, to help holidaymakers find alternative accommodation or
even to cancel flights and get refunds. But even as Airbnb sought to do
damage control with its customer base, it curiously chose to ignore the
other key stakeholders in its business - the hosts. In fact, the company
did nothing other than some system messaging to tell hosts they were
being de-registered, and it wasn't until a week after the shock decision
that the company even bothered reached out personally to its Super Hosts
- those people at the top of Airbnb's supplier network who had done
everything right at least 50 times over in order to earn that rating.
Unfortunately, the reach-out was done by a very clueless outsourced call
center - which gave the impression that Airbnb doesn't really care about
its hosts.

[Continued below...]

------------ Swim with Dolphins near Tokyo ----------------

Japan Travel takes you on the ultimate summer adventure to Miyakejima
Island, just several hours away from Tokyo by ferry. Pick your preferred
departure date and escape the hustle and bustle of the city. Swim with
friendly wild dolphins, snorkel, scuba dive, explore the breathtaking
volcanic island or just kick back and relax in an "onsen".
Dates: Jun 22, Jul 14, Sep 14, 2018

Shop the tour here: http://bit.ly/2kYAnQY
-----------------------------------------------------------

Now, if there's one prime directive of business, it's that there are
four stakeholders and you have to pay attention to all of them if you
want to stay in that business. The four being: shareholders, customers,
staff, and suppliers. As a result, there are many p**sed off hosts out
there (think thousands, at least), who could have been helped across the
regulatory lines if Airbnb had thought to try to keep them onboard.
What's especially weird with ignoring them is that it's these individual
hosts, the families, the single professionals, and the little old
ladies, who make Airbnb's model so compelling. The business is not just
about cheap accommodation, it is about experiences with local people.
Airbnb is frittering away this important asset in its pursuit of a
bandaid new direction that may or may not work.

It appears that Airbnb's pivot will be three-fold. Firstly they have
announced an attention-distracting partners program with a grab-bag of
the usual suspects in Japan. Not only am I underwhelmed by the partners,
few of whom have any competence in the Inbound travel market, but the
list says to me that the partners were selected purely from a Japanese
viewpoint to create a belated veil of respectability. This approach
totally ignores the elephant in the room, which is the shortage of
inventory created by the new rules.

Secondly, the company appears to be making belated efforts to reach out
to hosts - but mostly the focus seems to be training new hosts how to
look after foreigners - a useless activity given that tens of thousands
of hosts have already figured that one out. Once again, the program
ignores the elephant in the room.

Thirdly, and this is just my speculation after seeing the list of
"partners", I believe that Airbnb will start selling its inbound traffic
flow to third-party corporate holders of room inventory (hotel chains,
apartment building owners, replacing individuals), so as to stay in
business. This will allow them to continue clipping the ticket, the same
as they've been doing since becoming a first-mover in the sharing
economy, just the margins will be lower and there won't be the local
hosts. Once Airbnb customers figure out that they are not getting a
genuine local experience any more, I suspect many people will simply go
to Booking.com - who have a better selection.

In fact, when it comes to just purely cheap accommodation provided in
antiseptic packages, Airbnb is not a natural winner. Rather, there are
already tons of Japanese companies who can do the job way better -
ranging from capsule hotels and backpacker hostels to share-house
operators. They have the capital, facilities, local connections,
long-term commitment, and cleaning crews that Airbnb do not. Instead,
Airbnb is about community, and the company needs to remind itself of
that fact quickly and come up with a strategy that pushes this aspect in
community-respectful Japan. Interestingly, apparently there are groups
of hosts who have banded together in various localities to lobby local
authorities to reduce their draconian ordinances. Airbnb should be
funding these grass roots efforts and leading the education process for
these host groups. Maybe it is.

Since Airbnb is an American company, and given that to date they have
taken advantage of their size and fame to milk Japan's grey zone
approach to home sharing, the firm should also try to leverage
"gaiatsu". Namely, with Trump penalizing the Japanese with various
tariffs (and many more to come) over market access, Airbnb should be
lobbying as hard as possible with the U.S. government to put pressure on
the Japanese one to intervene and quash the local anti-Minpaku
regulations. Despite protestations to the contrary, the Japanese central
government has many ways to bend local authorities to their will - not
least of which is tax income redistribution.

The only catch with going to the US governemtn is that Airbnb has been a
vocal critic of Trump and even took out a million dollars-plus ad on
cable networks to riff off Trump's "s---hole" comments regarding Haiti,
El Salvador and Africa. Then of course there is the fact that Airbnb
does leach paying customers away from hotel chains, including those
owned by Trump - which makes them a natural enemy of the current
administration.

Yeah, so local community building is probably going to be a more
rewarding course of action for Airbnb.

...The information janitors/

***********************************************************

--------------- Cycle Japan's Highest Road ----------------

Japan Travel is proud to announce the next it its "Explore Japan" series
of get-aways. This time it's our Cycling and Sightseeing Tour from the
Japanese Alps to Kyoto, scheduled to run from September 1 - 10, 2018. A
highlight of the tour is traversing Japan's highest road.

Join this carefully designed bike tour for advanced cyclists, and get
ready to explore the nature, history and culture of Japan along stunning
rural roads and the famous Nakasendo Trail and through the ancient
capital of Kyoto. For this special tour, Japan Travel partners up with
Peter Link, a knowledgeable, experienced and reputable guide and cyclist
who will bring you the best of Japan and make sure your trip is truly
memorable.

Shop the tour here: http://bit.ly/2jX9kFv
-----------------------------------------------------------

END

SUBSCRIBERS: 6,336 members as of Jun 17, 2018 (We purge our list regularly.)

+++ ABOUT US

STAFF
Written by: Terrie Lloyd (terrie.lloyd@japaninc.com)

HELP: E-mail Terrie-request@mailman.japaninc.com with the word 'help' in
the subject or body (don't include the quotes), and you will get back a
message with instructions.

FEEDBACK
Send letters (Feedback, Inquiries & Information) to the editor to
terrie.lloyd@japaninc.com.

ADVERTISING INFORMATION
For more information on advertising in this newsletter, contact
ads@japaninc.com.

SUBSCRIBE
Get Terrie's Take by giving your name and email address at
http://www.japaninc.com/newsletters/free_sign_up, or go straight to
Mailman at: http://mailman.japaninc.com/mailman/listinfo/terrie

BACK ISSUES
http://www.japaninc.com/terries_take or,
http://mailman.japaninc.com/pipermail/terrie/

Copyright 2018 Japan Inc. Communications Inc.

----------------- Japan Inc opens up Japan ----------------

J@pan Inc authoritatively chronicles business trends in Japan. Each
posting brings you in-depth analysis of business, people and technology
in the world's third largest economy.

Visit www.japaninc.com for the best business insight on Japan available.