It’s the (customer) journey that counts

In preparation for a recent Euro trip, I researched countless places to stay, from hotels to hostels to “whatever we can afford.” After days of indecisiveness, a friend of mine recommended Airbnb , a company that allows you to “rent nightly from real people in 19,437 cities and 194 countries.”

Immediately I was impressed. With the easy-to-use website, the simple and personal how it works video and, most notably, the affordable nightly rates and convenient, central locations, I was sold. I registered on the site and was ready to book.

Or so I thought.