Furthermore, the result of this study provides insightful information for the Airbnb management team. Although standardizing the conditions of the entire Airbnb properties (e.g., room type, size, location, and neighborhood) would be difficult, controlling the must-have attributes of facility, which are bed conditions and visual appearance of accommodation, is important. Given that SQ attributes are determined by individuals’ subjective expectations (Parasuraman et al., 1985), the availability of information is important to set expectations. Airbnb should help their guests determine sufficient information on bed condition and visual appeal in the user rating system. Airbnb should also develop a system to carefully monitor property listings and online reviews to filter fake information on facility and host (e.g., different room photo and extra cost not mentioned).