Lessons

What We Learned

What We Learned

Growth means learning.

Growth means learning.

A never-ending work in progress

A never-ending work in progress

We’ve seen a lot, but we’re always looking to see more. Every guest who walks through our doors and every team member on the ground helps us understand how to make stays even better. We’re not afraid to admit when we’re still figuring things out, that’s just part of being a good host. By listening to the small details and the big feedback, we’re turning every lesson into a better way to live and travel.

We’ve seen a lot, but we’re always looking to see more. Every guest who walks through our doors and every team member on the ground helps us understand how to make stays even better. We’re not afraid to admit when we’re still figuring things out, that’s just part of being a good host. By listening to the small details and the big feedback, we’re turning every lesson into a better way to live and travel.

We’re not perfect (yet)

Transparency means admitting where the data is still a bit "fuzzy." For 2025, we’re hunting down the missing pieces:

Transparency means admitting where the data is still a bit "fuzzy." For 2025, we’re hunting down the missing pieces:

Landlord Transparency:

We’re tired of "estimated" utility bills. We’re pushing landlords for monthly, real-time readings so we know exactly how much energy every "Bob" is breathing.

The Furniture Deep-Dive:

We want to know the life story of every sofa. We’re moving from "how much did it cost" to "what is it made of," prioritizing refurbished and low-carbon FF&E.

Waste & Laundry:

We’ve got weight-based data for some sites, but we want it for all of them. No more "proxy assumptions"—we want the hard facts on every bag of trash and every load of towels.

The Supply Chain:

We’re getting pickier. We’re asking our top vendors to show us their own emissions math so we can ensure our partners are as committed as we are.

Enough about the homework. Check out the list below for the things we’re actually quite proud of.

Enough about the homework. Check out the list below for the things we’re actually quite proud of.

We hear you

Guest Insights

Every stay teaches us something. We listen through every channel, from quick chats during a stay to thousands of post-stay surveys and reviews. This helps us understand what works, what delights, and where we can do better, making sure every experience is a step up from the last.

It's all in the detail

It's all in the detail

Operational Learnings

We combine what guests tell us with the expertise of our property and engineering teams to find smarter ways to run our homes. From making things run smoother to cutting down on waste, every change is guided by real-life experience and a bit of local know-how.

Challenge accepted

Challenge accepted

Challenges & Solutions

Not every idea is a win on day one, and some things take a second look. By being open about what didn’t work, we refine our approach and set clear goals for 2025, ensuring our solutions are practical and actually stick.

We don’t just act,

we speak up

Leading the way

Leadership Reflections

Our leadership team sees learning and being open as the only way to grow. By listening to our guests and teams, we’re improving every stay while building a more responsible, future-ready community.

IMPACT REPORT 2024

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Plans and Actions

WE’re designing tomorrow’s stays today

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