Airbnb Branches Into Hotels, Rolls Out AI Tools for Hosts and Customer Support
Airbnb is expanding beyond its signature home-sharing model. The company is now adding hotel listings to its platform, aiming to attract travelers who need a quick overnight stay or a business trip. For months, Airbnb tested hotel bookings quietly; now, it has officially rolled out a filter in its app. Initially, the feature is live in 20 cities, including New York, Paris, London, Madrid, Rome, and Singapore, with boutique hotel partners.
If you search for a one- or two-night stay in a city, a pop-up will suggest hotels. You can also filter to see only hotels. Airbnb is offering a price-match guarantee: if you find the same room cheaper elsewhere, they’ll refund the difference in app credits. “There are a few examples of trips where a hotel is probably better suited—last-minute bookings, one-night stays, business trips,” said Jud Coplan, Airbnb’s VP of marketing. “We can recommend hotels without sending you to another part of the app.”
The move also lets Airbnb offer stays in cities like New York and Singapore, where short-term rentals are restricted. But hotels are just part of the bigger picture. The company is pushing experiences, grocery delivery, airport pickup, luggage storage at 15,000 locations, and car rentals launching this summer. It’s also adding guided visits to 3,000 landmarks and 2,500 food experiences, competing with Viator and GetYourGuide.
On the AI front, Airbnb is taking a practical approach. Hosts can now enter an address and let AI auto-fill listing details. For guests, the app now offers category tags—like location, amenities, family-friendliness—to skim reviews. A new tool compares properties on your wishlist and generates AI summaries to help you choose. Customer service is the biggest AI play: a chatbot that already handles 40% of queries in the U.S. is expanding globally in 11 languages, with interactive cards for trip updates. Later this year, Airbnb plans to introduce a voice-based AI assistant for phone calls, working with undisclosed partners.