Case Study: Airbnb streamlines bookings and boosts confirmations with Twilio Programmable SMS

Airbnb Streamlined the Rental Experience for 60m Travelers Worldwide

Airbnb connects travelers with unique, affordable accommodations around the world — serving 60 million travelers across 191 countries, 34,000 cities, and roughly 2 million listings. The company faced a user experience problem: hosts often couldn’t respond to reservation requests within the 24-hour window, forcing staff to make time-consuming manual calls and delaying confirmations for guests.

Airbnb implemented Twilio Programmable SMS to automate notifications and allow hosts to receive booking details and confirm reservations directly by text. This made confirmations faster and more reliable, increased the percentage of successful bookings, improved guest satisfaction, and saved significant customer-support time and costs.

Airbnb

Naomi Arnold

Customer Service