CHAPTER 04 · CUSTOMER SUCCESS

CHAPTER 04 · CUSTOMER SUCCESS

04

04

04

Making Taipei feel like home.

Making Taipei feel like home.

Making Taipei feel like home.

From 2016 to 2021 my co-host Dolly and I welcomed guests from all over the world to the Airbnb listings we hosted in Taipei, and I ran the guest side of it. It taught me that looking after people is mostly small things done reliably, a habit I now bring to safety work.

From 2016 to 2021 my co-host Dolly and I welcomed guests from all over the world to the Airbnb listings we hosted in Taipei, and I ran the guest side of it. It taught me that looking after people is mostly small things done reliably, a habit I now bring to safety work.

From 2016 to 2021 my co-host Dolly and I welcomed guests from all over the world to the Airbnb listings we hosted in Taipei, and I ran the guest side of it. It taught me that looking after people is mostly small things done reliably, a habit I now bring to safety work.

AIRBNB HOSTING

AIRBNB HOSTING

TAIPEI

TAIPEI

2016–2021

2016–2021

Collage of six photos from our Taipei studio listings: bright bedrooms and two bathrooms

ROLE

ROLE

Customer Success Manager / Community Organizer

Customer Success Manager / Community Organizer

Customer Success Manager / Community Organizer

WHERE

WHERE

Airbnb Hosting · Taipei

Airbnb Hosting · Taipei

Airbnb Hosting · Taipei

WHEN

WHEN

2016–2021

2016–2021

2016–2021

SCALE

SCALE

30+ listings · 5,000+ bookings

30+ listings · 5,000+ bookings

30+ listings · 5,000+ bookings

WHAT WE TOLD OURSELVES

WHAT WE TOLD OURSELVES

Our home is not just another place in Asia… but a home away from home.

Our home is not just another place in Asia… but a home away from home.

Our home is not just another place in Asia… but a home away from home.

5,000+

5,000+

5,000+

BOOKINGS

BOOKINGS

from guests in 60+ countries

from guests in 60+ countries

30+

30+

30+

LISTINGS

LISTINGS

hosted in Taipei, 2016–2021

hosted in Taipei, 2016–2021

4.8/5

4.8/5

4.8/5

AVERAGE RATING

AVERAGE RATING

across 3,000+ reviews

across 3,000+ reviews

Taipei 101 and the city skyline at night under a starry sky

01 / 04 · LISTINGS

01 / 04 · LISTINGS

Honest listings, steady replies

Honest listings, steady replies

Honest listings, steady replies

Every stay began with the listing. I worked on the property photos and wrote the titles and descriptions, so guests knew exactly what they were booking, down to the towels, slippers and dehumidifier on our amenities list. Then came the daily work: bookings, check-ins and check-outs, keeping every place up to standard, and a steady stream of guest messages.

Every stay began with the listing. I worked on the property photos and wrote the titles and descriptions, so guests knew exactly what they were booking, down to the towels, slippers and dehumidifier on our amenities list. Then came the daily work: bookings, check-ins and check-outs, keeping every place up to standard, and a steady stream of guest messages.

Every stay began with the listing. I worked on the property photos and wrote the titles and descriptions, so guests knew exactly what they were booking, down to the towels, slippers and dehumidifier on our amenities list. Then came the daily work: bookings, check-ins and check-outs, keeping every place up to standard, and a steady stream of guest messages.

STUDIO AMENITIES

· House manual

· Basic toiletries

· Bottled water

· Cups

· Tissues

· Toilet paper

· Cosmetic mirror

· Hair dryer

· Cotton buds

· Towels

· Cleaning supplies

· Toothbrushes

· Slippers

· Dehumidifier

Bright studio bedroom with a white bed, sage curtains and a desk, above three smaller shots: bed with en-suite bathroom, TV desk with suitcase, kitchenette with washer

01 / 04

01 · One studio, every corner shown

ENLARGE

Studio amenities sheet: a drawer with hair dryer and toothbrushes, a shelf of Taipei guidebooks, a glass water bottle and cup

02 · What every guest found in the room

ENLARGE

Bright studio bedroom with a white bed, sage curtains and a desk, above three smaller shots: bed with en-suite bathroom, TV desk with suitcase, kitchenette with washer

01 / 04

01 · One studio, every corner shown

ENLARGE

Studio amenities sheet: a drawer with hair dryer and toothbrushes, a shelf of Taipei guidebooks, a glass water bottle and cup

02 · What every guest found in the room

ENLARGE

A room before and after its makeover: first bare, with a floral mattress and a plain window; then with wood shelves, plants, grey curtains and a made bed

02 / 04

03 · Before and after

03 · Before and after

ENLARGE

ENLARGE

02 / 04 · MAKEOVER

02 / 04 · MAKEOVER

Old rooms, new stays

Old rooms, new stays

Old rooms, new stays

Some of our best stays started as tired rooms. As part of the host community, I coached other hosts on turning old spaces into comfortable short-stay listings: calm colours, proper curtains, simple wood shelving, a few plants and a good bed. It’s the same eye for detail I learned in design, used on a room instead of a page. Pictured: one room, before and after.

Some of our best stays started as tired rooms. As part of the host community, I coached other hosts on turning old spaces into comfortable short-stay listings: calm colours, proper curtains, simple wood shelving, a few plants and a good bed. It’s the same eye for detail I learned in design, used on a room instead of a page. Pictured: one room, before and after.

Some of our best stays started as tired rooms. As part of the host community, I coached other hosts on turning old spaces into comfortable short-stay listings: calm colours, proper curtains, simple wood shelving, a few plants and a good bed. It’s the same eye for detail I learned in design, used on a room instead of a page. Pictured: one room, before and after.

03 / 04 · NEIGHBOURHOOD

03 / 04 · NEIGHBOURHOOD

Breakfast around the corner

Breakfast around the corner

Breakfast around the corner

We wanted guests to meet the neighbourhood, not just the sights. Through the Small Business Initiative, we ran a host community program that sent guests to local shops and eateries. Dolly recommended Mickey’s Breakfast, a one-man shop nearby, to every guest and translated its menu into English. In March 2018 Airbnb’s newsroom told their story.

We wanted guests to meet the neighbourhood, not just the sights. Through the Small Business Initiative, we ran a host community program that sent guests to local shops and eateries. Dolly recommended Mickey’s Breakfast, a one-man shop nearby, to every guest and translated its menu into English. In March 2018 Airbnb’s newsroom told their story.

We wanted guests to meet the neighbourhood, not just the sights. Through the Small Business Initiative, we ran a host community program that sent guests to local shops and eateries. Dolly recommended Mickey’s Breakfast, a one-man shop nearby, to every guest and translated its menu into English. In March 2018 Airbnb’s newsroom told their story.

“

Having a recommendation from an Airbnb host means they’re putting their reputation on the line, so I have to live up to that.

Having a recommendation from an Airbnb host means they’re putting their reputation on the line, so I have to live up to that.

Having a recommendation from an Airbnb host means they’re putting their reputation on the line, so I have to live up to that.

Ae Fu, owner of Mickey’s Breakfast · Airbnb Newsroom, 7 Mar 2018

Read the article ↗

Airbnb Newsroom article 'Meet Dolly, a Taipei host who takes guests to her favourite local breakfast spot', 7 March 2018, with photos of scallion pancakes and noodles

03 / 04

04 · Airbnb Newsroom, 7 Mar 2018

ENLARGE

Peter and his co-host Dolly outside their Taipei building with big 'Pete&Dolly' lettering, under an Airbnb Superhost badge

05 · Pete & Dolly, Taipei

ENLARGE

Airbnb Newsroom article 'Meet Dolly, a Taipei host who takes guests to her favourite local breakfast spot', 7 March 2018, with photos of scallion pancakes and noodles

03 / 04

04 · Airbnb Newsroom, 7 Mar 2018

ENLARGE

Peter and his co-host Dolly outside their Taipei building with big 'Pete&Dolly' lettering, under an Airbnb Superhost badge

05 · Pete & Dolly, Taipei

ENLARGE

About 40 people in white #weaccept T-shirts at Pride in Taipei, behind a rainbow flag and an Airbnb #weaccept banner

04 / 04

06 · #WeAccept at Pride in Taipei

06 · #WeAccept at Pride in Taipei

ENLARGE

ENLARGE

04 / 04 · COMMUNITY

04 / 04 · COMMUNITY

#WeAccept, out on the street

#WeAccept, out on the street

#WeAccept, out on the street

Hosting is also about who feels welcome. We backed Airbnb’s #WeAccept campaign, joined Pride in Taipei in #weaccept T-shirts behind a rainbow flag, and worked with LGBTQ-friendly businesses in the neighbourhood. We wanted everyone who stayed with us, whoever they are and whoever they love, to feel at home.

Hosting is also about who feels welcome. We backed Airbnb’s #WeAccept campaign, joined Pride in Taipei in #weaccept T-shirts behind a rainbow flag, and worked with LGBTQ-friendly businesses in the neighbourhood. We wanted everyone who stayed with us, whoever they are and whoever they love, to feel at home.

Hosting is also about who feels welcome. We backed Airbnb’s #WeAccept campaign, joined Pride in Taipei in #weaccept T-shirts behind a rainbow flag, and worked with LGBTQ-friendly businesses in the neighbourhood. We wanted everyone who stayed with us, whoever they are and whoever they love, to feel at home.

CONTACT

Let’s talk.

Let’s talk.

Let’s talk.

Open to security operations and safety roles, and always up for a good conversation about any of the six chapters.

Open to security operations and safety roles, and always up for a good conversation about any of the six chapters.

© 2026 PETER W. PAN · BEAR ON WATCH