Rooms with a View

The Airbnb Headquarters in San Francisco may be the ultimate reflection of both the brand, and the tech world’s new way of working.

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The Milan living room and the Milan 2 dining room were both inspired by an active Airbnb listing.

Courtesy Airbnb

Airbnb was founded five years ago as a way of connecting people who had more space than they needed with people who either couldn’t afford regular hotel rooms or wanted a much more intimate travel experience. The basic premise is this: Guests, as they’re officially called, receive access to not only a place to stay but also, in some cases, a personal guide to the city’s neighborhoods, restaurants, and other hot hangouts. Hosts—as the company officially calls those who rent out rooms, apartments, and houses—receive access to (putting it bluntly) money. Airbnb currently has more than half a million individual listings on the site, is expected to generate close to one billion dollars in sales this year, takes between three  and 12 percent of all transactions on both the guest and host side, and has recently been subpoenaed by the New York State Attorney General in an ongoing dispute over what the government is claiming are unpaid hotel taxes. More than connecting travelers to hosts, though, Airbnb is part of the new post-crash, post-recession, post-stability mini-economy, in which bartering has become standard practice and the share economy has replaced the former American dream of individualized ownership.

While the type of person who uses Airbnb varies, it quickly becomes clear that there’s both an ideal Airbnb host and an ideal guest. The listings the company chose to translate into work spaces—there’s an official listings librarian who keeps track of everything—are studies in effortless hipster cool. There’s a Danish Modern loft that, on a Wednesday in October, hosted a couple Airbnb employees intently looking at their MacBooks. There’s a Milan room (each room is named for the city that’s home to its inspirational listing)—temporary home to a three-person meeting in which the word “granular” is used to describe the level of analytical detail the team is going into in regards to either sales or listings numbers—and a San Francisco room, a replica of the original apartment in which the company was founded. There’s also an air mattress, deflated and crumpled up in the corner, that’s a direct nod to an air mattress that provided the first-ever Airbnb guest experience, right in Gebbia and Chesky’s apartment.

And that share economy? Totally in play here, where rather than a sense of individual ownership over corner offices or middle cubes, everyone’s physical location feels random, ad hoc, and completely improvisational. Coders are as likely to be found wearing enormous noise-canceling headphones in a dimly lit Haight-Ashbury–inspired room called the nerd cave; teams working on projects simply take over a plot of indoor real estate, throw up some walls, and call it a pop-up office; and the library has a No Talking sign, for when a designer really doesn’t want to be interrupted. It feels individualized and mutable—like a home.

For the interior designers, the goal wasn’t slavish replication, but a close approximation of the look and feel of the source. 

Courtesy Leslie Williamson

Kassin Laverty of the San Francisco–based interior design firm Interior Design Fair worked on the rooms. She met the Airbnb team in 2011 and began emailing with the office manager, Jenna Cushner, who worked as the liaison between Airbnb and the design teams, and whose official title is Ground Control Lead. “I had no idea what she was talking about when she first contacted me,” Laverty says, but a series of emails slowly began to morph into a conversation about the more public spaces being inspired by the international scope of the company’s business.

Cushner knew that Airbnb wanted to do something creative with the offices, and everyone was thinking in a global direction—“making a room look Japan-themed or Iceland-themed,” Laverty recalls. Once they got momentum with that idea, they refined it even further, getting even more granular. Laverty met with Cushner at a local Whole Foods and they came up with a plan: replicating some of the site’s most aesthetically pleasing listings as conference rooms. The main design problem then was, as Laverty puts it, “How do you pull all that together and still keep it super authentic?”

Courtesy Carlos Chavarria

It’s one thing to say that you’re designing a conference room to look like a home (one that actually exists), but quite another to pull it off without falling into what could be called the Ikea Effect: where a room is so carefully designed, laid out, and executed that even as there are nods to the idea that it could be a home—there might be a cabinet, or a table, or a stack of books lovingly and disheveledly piled—it still looks like a design work, like a showroom. Instead, these conference rooms do look like the apartments that inspired them. Laverty cites the process as fundamental to the projects’ success: starting with the material palette and lighting, and then working down to the level of customized detail, like a cactus they got someone in the Midwest to make and send them. Sourcing elements from around the world was one way of avoiding a kitschy look. So was the idea of paying close homage to the listings without directly one-to-one copying them, by keeping what Laverty calls any “knee-jerk” high design ideas out of the mix.

The President’s Room is a restoration of the building’s original 1917 president’s office. Anyone can use the room (Airbnb doesn’t have any presidents). It’s the only traditional space in the building. Gensler engineered the new windows, in which the central panel slides open. 

Courtesy Carlos Chavarria

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Oct 18, 2014 01:58 am
 Posted by  CT W.

And that’s what the design of the new Airbnb office does: It represents the young and fast-growing company’s ethos of openness, collaboration, and constant enterprise, while at the same time encouraging even more happenstance, randomness, and play.

Really? Doesn't seem this way in this instance.
https://www.youtube.com/watch?v=awPVY1DcupE

Aug 3, 2015 03:30 pm
 Posted by  oz

I just got burned by AirBNB! Here's my email to "the team":

Dear Priscilla,

Your intention is good and I thank you. A twenty-five dollar coupon, based on yet a future reservation with AirBNB doesn't even begin to deal with this.

Get this:

Lindsay wrote back saying to me her room was NOT available on those dates. HELLO !!!!!!

WHAT IS AirBNB DOING???

AirBNB took my money twice on a room BASED ON DATES WHEN THAT ROOM WAS NOT AVAILABLE ON THE DATES ADVERTIZED???

I am extremely upset and out $1,200 for this entire week.

This is NOT the last you will hear from me.

Why do you take money from anyone you have not fully certified?

Why do you take money BEFORE a host commits to renting?

Already on that basis there is still the risk to the consumer that the host 's place may not be as advertized, but add to that the stupid double wham of taking money from people before certification, and then taking money again before a host's agreement?

I hate your process, your policy, your arrogance and your utter lack of ethics. You screwed me twice, made me jump all your hoops, for what??? To tell me, oh Oscar, hey, you've lost your first request because we've not quite yet certified you without that video. And then you make me pay again to see if a host may or may not rent? AND THEN YOU GET THE DATES WRONG???????

I ought to sue AirBNB! What arrogance, for heavenssake!

oz.

---end of email---

This company is run by immature, money-hungry juveniles who have a huge overhead to cover each month in expensive San Francisco.

You should NOT take money from anyone you have not first fully certified. And you should NOT take any money before a host has agreed to rent their space on the dates advertized. Once those two things exist, a ceretified member and a host who agrees to price and dates, THEN money should come into it. Not the other way around, for heavenssake!

You have ruined my trip next week to Vancouver. All my money is tied up with this now for this whole week.

Nov 18, 2015 06:14 pm
 Posted by  Ken B.

Yeah, I'm another pissed off AirBNB 'guest'... feedback to them did not happen due to my son getting the invitation after our September stay, as he did the (London) booking...even if my post-stay comments had reached them, they would probably have been cut, as I concluded that the host should be de-listed until substantial changes were made.
Why? Dirty bathroom, usually no toilet paper, bedroom with lighting and storage less than advertised, no change of linen in over 2 weeks stay, dangerous cupboard corner over washing machine, no sink-plug in kitchen ('we just use a running tap to wash-up') - and the king hit: inoperable stove-top in the shared kitchen. For 48GB pounds per day, why would you book again?
AirBNB erroneously assumes that all problems can be sorted out between host and guests. Not so - and ours was hardly ever around... he runs several AirBNB shack-ups. And you cannot contact the AirBNB operation with serious complaints... it's all 'we'll ask the questions, and no emails please...'

Jan 3, 2016 11:34 pm
 Posted by  Knotshure

This company is shit!
I was approved for a 2 week stay, paid for a two week stay and when the host found a renter willing to pay more money to rent her space she messaged me and told me that she had a "special" rate she wanted to extend to me, because I was going to be adding an additional week to my stay. However, in order for her to do that i would have to cancel my reservation so she could send the new "better" rate to me. Never having used Airbnb before and not knowing any better, I complied. LOL I guess by "better" rate she meant, SHE was going to get a better rate from someone else, because the next message i received from her said her place was no longer available for my arrival date, but it would be available 5 days later if is still wanted to stay.... Amazing!
Funny there's no customer service number listed anywhere on the Airbnb website. I did find a number on google though, 415-800-5959... 24/7 customer service. Yep they'e there, but they're unable to provide anything, but some fluff to blow up your ass."They want me to be happy and "have a $25 credit" to make the fact that I am days away from my trip, I've spent thousands of dollars on airline ticks alone. Not to mention the more than $1400 I PREPAID to Airbnb, so I would have a place to stay when I got off the plane, but my Airbnb host just fucked me off, so she could make more money on someone else. Yep $25 makes it all better. Hey, maybe I'll sleep outside of the hospital my daughter is delivering my first grandchild at and use my "feel better we fucked you over money " to hail a cab to the nearest shelter!
I love the censorship of the site too, you can't leave a review if you don't stay .. Its all sunshine, babies and bullshit on the surface, because there's no way for the people that get fucked off, to leave a comment. Oh wait , that's not true , Robert G. is putting a ticket for me...yeah that helps, considering he doesn't even know where the ticket goes within the co. after it leaves him? WTF

Jan 16, 2016 04:23 am
 Posted by  Stuart Humphreys

From my own experience having been a guest in a couple of AirBnB destinations and with a career in hospitality management as well as reading some of these comments, it is clear that AirBnB needs a Quality Assurance System and initiative which I have written to the CEO Brian Chesky and offered to custom develop for them.

I will go to see him / the company at this splendid looking HQ next month when I return home in February (I live near San Francisco) as I had no reply yet to my emails.

I will persevere as it is clear that this is a great concept and the sharing economy is a great new development in the accommodation market. However, customers want to have some reliable way to pre-judge the quality of the experience they will have and at the moment the platform does not provide that but we can develop that with them.

Stuart Humphreys
www.leisuremanagementplus.com

Jan 29, 2016 01:27 am
 Posted by  peter c.

I am also pissed at Airbnb - totally irresponsible organization.

They do not screen Host's well enough - I represent homeowners that rented to tenants- tenants turned around and did Airbnb with the owners permission- huge liability issue, damage potential .

Why don'y they check for proof of ownership ? or at the very least proof of permission to Host from property owner.

Airbnb is a bad organization - great idea - but poorly executed.........

Jan 29, 2016 01:28 am
 Posted by  peter c.

without owners permission.......that is

Feb 1, 2016 08:39 am
 Posted by  Leonard Bruce

I rented an apartment through Airbnb, the description and details of which were complete lies. It was a disgusting slum place and appeared to be suitable only for `working girls'. After two weeks Airbnb came up with a `Highly reccommended apartment'. Cosy,home from home. Which proved to be even worse than the first place. Prior to payment to Airbnb and confirmation of booking, no cotact with `hosts' permitted nor pre-viewing allowed. No refunds and no compensation for a totally destroyed month long Christmas holiday.

Feb 2, 2016 06:15 pm
 Posted by  Xander

Adele K,

Wow! Summarily dismissing client due to the fact that I reported scams/unstable host in different cities globally in alliance with your approval. There were a littany of inaccuracies and misinformation on public as you stated "uncovered pursuant online public records “ Google and other sites clear it up as of this Friday 1/29/16 with my NYC, California attorney's for it was incorrect and that’s what you all deciphered from and ran with this as Airb&b agents under the guise of case managers, supervisors of this growing brand!

My merit or character is not determined by misinformation or due to my salient complaints based on actual facts in my travels globally. Therefore, in full disclosure providing to you letters that a phone call could have cleared up or you could have done a background check instead of discriminating through online misinformation that were part of a longtime class action lawsuit against another batch of rotten apples that required appeal + FBI.

Yes, I had forensic accountants look into your payment practices and will not be making any payments in the future as you do not provide accounting for customers. However, mediocrity exist in your organization. My shining light into your shady practices is obviously uncomfortable. Therefore, negligence exist as thousands of individuals globally are collecting passive incomes on spaces that are not properly vetted due to unstable host & locations.

Brian Chesky/Partners what they do when NYTimes or Washington Post launches an investigation or other TV outlets as other customers like myself globally can vent their stories and myself on “discrimination due to online misinformation" as this missive will be disclosed to all and sundry to expose your practices as legally putting you & CEO + air&b on notice as will provide the following to attorneys and proceed accordingly as a class action suit will bring down that war-room mentality unless compensated for strife & defamatory research.

Alex D'Andrea

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