Short-Term Rental Guest Trust Assessment

Welcome! This survey explores your trust and experience with short-term rental stays (e.g., Airbnb, Vrbo). It should take approximately 12 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are anonymous and will be reported only in aggregate. By continuing, you agree to participate in this research.

Have you stayed at a short-term rental property (e.g., Airbnb, Vrbo, vacation rental) in the past 12 months?

• Yes
• No

When was your most recent short-term rental stay?

• Within the last 30 days
• 31–90 days ago
• 3–6 months ago
• 7–12 months ago

How accurate was the listing information compared with your actual stay?

How important are guest reviews to you when choosing a short-term rental?

Which channels did you use to communicate with the host, if any? Select all that apply.

• In-app messaging
• Email
• Phone call
• Text/SMS
• Video call
• No communication before/during the stay

At the time of booking, how confident were you that the stay would meet your expectations?

Based on your experiences, what single change would most increase your trust in short-term rental stays?

What is your age group?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Thank you for completing this survey! Your feedback will help improve the short-term rental experience for future guests. Your responses are anonymous and will be reported only in aggregate.

What was the main purpose of your most recent short-term rental trip?

• Leisure/holiday
• Business
• Visiting friends or family
• Event (e.g., wedding, conference)
• Remote work/extended stay
• Relocation/temporary housing
• Other

Before your stay, how confident were you that the listing photos accurately reflected the property?

How much does the overall star rating of a listing influence your trust in it?

If you communicated with the host before or during your stay, how would you rate their response speed?

Before check-in, which of the following concerns did you have, if any? Select all that apply.

• Cleanliness/hygiene
• Neighborhood safety
• Host reliability/show-up
• Access/check-in issues
• Cancellation risk
• Payment security
• Privacy (cameras, data)
• None of the above

You've shared several thoughts about trust in your short-term rental experience. We'd like to explore a couple of those a bit further.

How do you describe your gender?

• Woman
• Man
• Non-binary
• Self-describe
• Prefer not to say

Which platform did you use to book your most recent short-term rental stay?

• Airbnb
• Booking.com
• Vrbo
• Expedia
• Booked directly with the property/host
• Other
• Not sure/Don't remember

Which, if any, parts of the listing seemed inaccurate or unclear? Select all that apply.

• Overly wide-angle photos
• Editing/filters changed how the space looked
• Amenities not as described
• Location or neighborhood not as described
• Fees hidden or unclear
• House rules unclear or missing
• Outdated information (e.g., renovations not reflected)
• None of the above

How much do detailed written comments in reviews influence your trust in a listing?

Rank the following factors by how much they increase your trust in a host's messages. Drag to reorder (top = most important).

1. Quick replies
2. Specific answers to my questions
3. Proactive info about house rules/fees
4. Professional and consistent tone
5. Warm and welcoming tone

After your stay, how did your overall trust in the booking platform change?

Which region do you primarily travel within?

• North America
• Latin America
• Europe
• Middle East
• Africa
• Asia
• Oceania
• Multiple regions

In the last 12 months, approximately how many trips did you take that included a short-term rental stay?

• 1
• 2–3
• 4–6
• 7+

How much does the total number of reviews influence your trust in a listing?

After your stay, how did your trust in the host change?

How often do you question whether guest reviews on rental listings are genuine?