Airbnb's Big Renovation: Brian Chesky Speaks to the Skift Global Forum

Airbnb is in the middle of what CEO Brian Chesky calls a complete “gut renovation” of the business. Speaking at the Skift Global Forum on September 16th, Chesky explained that the company has spent the last five years quietly rebuilding its foundation, not just polishing the surface.

Why Now?

The pandemic hit Airbnb hard, cutting the business “almost in half.” The company downsized, went public, and then committed to rewriting its platform from the ground up. Much like Amazon did when it grew from selling books to supporting a vast range of products, Airbnb has rebuilt its architecture to support entirely new businesses — not just short-term rentals, but also services, experiences, and hotels.

What’s Changing for Guests and Hosts

• Experiences & Services Return: Airbnb is leaning back into these areas, which could create fresh opportunities for hosts who want to expand what they offer.

• AI Customer Service Bot: Already in use, it has cut call volume by 15% and is expected to keep improving. That means quicker answers for guests and less time spent resolving issues.

• Messaging Upgrades: The rewritten chat system will soon allow guests to tap a button to complete actions (such as canceling a booking) instead of going through multiple steps. This makes support faster and more efficient.

• AI-Powered Search (Coming 2026): Airbnb plans to launch a conversational, ChatGPT-style search. Guests will be able to ask questions and receive tailored answers, which could help listings be discovered more naturally.

The Bigger Picture

Chesky believes a “massive shift in travel” is coming within the next three to five years — one that will change how people use apps and search for trips. To prepare, Airbnb is betting heavily on artificial intelligence. Chesky put it bluntly: “Every app that wants to survive has to be an AI app.”

What This Means for Hosts

For hosts, these updates could translate to:

• More visibility through improved search.

• Faster, smarter guest support that reduces friction.

• Opportunities to diversify by offering experiences or services.

• A platform that’s positioned to compete not only in STRs but also in hotels and beyond.

Airbnb’s rebuild may have started as a survival move during Covid, but it’s now reshaping the future of hosting. And here in San Antonio, STRASA is committed to keeping local hosts informed, connected, and ready to thrive as Airbnb — and the short-term rental industry — moves into this next phase.