Sources of negative memorable experiences: Finnish Airbnb guest perspectives

Erose Sthapit*, Peter Björk

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

3 Citations (Scopus)


This study aims to bridge the gaps in the extant literature on memorable tourism experiences (MTEs) and Airbnb by exploring the sources of negative memorable Airbnb experiences among Finnish guests.
This study used a qualitative approach and used data collected through semi-structured interviews. The sampling criteria for selecting participants were that they must be Finnish nationals who had booked and stayed in an Airbnb accommodation within the past 36 months. The participants were selected using a criteria-based snowball sampling technique. A qualitative empirical study was conducted using self-structured interviews that were completed by 18 Finnish tourists who had stayed at an Airbnb property in the past three years.
Three main sources constitute the conceptual framework of a negative memorable Airbnb experience: unclean accommodations, unpleasant host behaviour and poor customer service.
Practical implications
Airbnb management should make efforts to reduce guests’ negative experiences. This goal can be achieved by developing service-quality-management policies and strategies that are standardised, clear and universally applicable to all hosts. In addition, Airbnb management should recruit qualified customer service personnel and equip them with service recovery skills through training and control mechanisms. Such training should focus on upgrading their ability to handle complaints.
This study responds to the need to examine negative incidents that are a part of MTEs and the sources of negative memories. The originality of this study includes the extension of the existing literature on MTEs and Airbnb, as a conceptual framework of negative memorable Airbnb experiences that comprises three main components: unclean rooms, unpleasant host behaviour and poor customer service has been proposed.
Original languageEnglish
Peer-reviewed scientific journalConsumer Behavior in Tourism and Hospitality
Issue number4
Pages (from-to)382-395
Publication statusPublished - 17.11.2022
MoE publication typeA1 Journal article - refereed


  • 512 Business and Management
  • airbnb
  • sharing economy
  • memorable tourism experience
  • Finnish tourist
  • negative memorable Airbnb experience


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