Codes indicating the significance of dirty rooms, bad or deceptive host behaviour and poor customer service in the participants’ negative memorable Airbnb experience (US informants)
| Open coding (line-by-line coding) | Subthemes (axial coding) | Main themes (selective coding) |
|---|---|---|
| “mould in room”, “just so dirty”, “bugs fly into my face”, “bugs”, “one cockroach per day”, “ants were endless”, “unclean”, “dishes with food still on them scattered in the room”, “flies and bugs in the room”, “room was full of dust”, “not cleaned”, “needed to be cleaned up”, “unclean”, and ‘infested with bed bugs “host did not care and did not do anything about it”, “poor host service”, “host did not help us and respect us as customers”, “no response”, “room much smaller than advertised”, “pictures look nothing like what was advertised” “customer service did not really work to resolve the issue”, “awful customer service”, “the service agents were largely unhelpful about this”, and “did not seem that they were very concerned” | Dirty rooms Bad or deceptive host behaviour Poor customer service | Dirty room, bad or deceptive host behaviour and poor customer service contributed to a memorable negative Airbnb experience |
| Open coding (line-by-line coding) | Subthemes (axial coding) | Main themes (selective coding) |
|---|---|---|
| “mould in room”, “just so dirty”, “bugs fly into my face”, “bugs”, “one cockroach per day”, “ants were endless”, “unclean”, “dishes with food still on them scattered in the room”, “flies and bugs in the room”, “room was full of dust”, “not cleaned”, “needed to be cleaned up”, “unclean”, and ‘infested with bed bugs | Dirty rooms | Dirty room, bad or deceptive host behaviour and poor customer service contributed to a memorable negative Airbnb experience |
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