From Crisis to Change: Analyzing the Lasting Influence of COVID-19 on Airbnb Users through Structural Topic Modeling

A key challenge for the peer-to-peer (P2P) accommodation industry is keeping pace with the evolving expectations and behavior of guests over time, shaped by diverse experiences and shifting preferences. This study utilizes advanced text analytics to examine the lasting impact of COVID-19 on Airbnb users’ priorities regarding accommodation attributes, both during the pandemic and in the year that followed. Employing a longitudinal research design, we analyze a dataset of 461,509 reviews from 18,465 listed properties across four major cities in different countries (i.e., the United Kingdom, the United States, Spain) known for their Airbnb presence. Our findings highlight that the most significant and enduring impact of the pandemic on guest behavior is an increased prioritization of health-related features. Although certain attributes that were previously valued remain relevant, there has been a marked transition in user perceptions; specifically, hedonic and aesthetic values have diminished in importance relative to health-centric considerations. Furthermore, the policies and practices adopted during the pandemic reveal additional dimensions of its lasting influence, shaping guest expectations and preferences. Noteworthy among these are enhanced booking and cancellation flexibility, as well as the implementation of contactless services and the provision of protective equipment. This research contributes to understanding how crises can reshape guest priorities within the context of sharing economy accommodations, offering valuable insights for both academic researchers and practitioners.