Short-term rentals and platforms like Airbnb have completely reshaped the modern travel experience. They have created expectations of instant response times, clean and well-presented properties, easy communication with hosts and hotel-style convenience delivered through digital platforms. These same expectations have now been extended by tenants to the long-term market as well.
Tenants are now approaching tenancies less as a housing arrangement and more as a service experience. This means that communication, responsiveness to email, phone calls or messages from landlords/property managers, the state of properties when tenants move in (cleanliness, decorating, etc.), and the level of customer service will become more important than they have been in the past.
This is leading to a gradual shift in what tenants expect from their landlords and property managers. Especially where competition remains high, and prices remain high in major cities such as London.
While long-term letting is still very different from short-term accommodation, the effect of “the Airbnb mindset” on the sector must be acknowledged.
Tenants increasingly expect speed and convenience
Property managers are adapting to meet renters’ expectations for instant communication
Platforms like Airbnb have normalised:
- instant messaging
- fast replies
- digital booking systems
- real-time updates
- quick problem resolution
The expectations set forth by these apps for a quick response and issue resolution have also affected how consumers interact with other service providers in their daily lives.
Today’s renters want the same type of experience they had while booking an Airbnb.
Presentation matters more than ever
The “Airbnb Effect” is also causing a change in the way tenants view the quality of property presentations.
Short-term rental websites have changed tenants’ perceptions as to what to expect from short-term rentals by increasing expectations on:
- photography
- interiors
- styling
- cleanliness
- presentation
Long-term tenants are now comparing rental listings against those same visual standards, even if subconsciously.
When there is poor photography, cluttered rooms, etc., it will lower the potential interest level immediately. This is particularly evident online, because most potential tenants are going through numerous rental property listings within minutes.
It is not saying all rental properties need luxury interior designs; rather, it is stating that the presentation of the property has become an increasingly large factor in the perception of the quality of the property.
Presenting a property in a modern, clean, maintained and professional manner is significantly more likely to draw attention than one which feels old, dirty and poorly presented.
Renting is becoming more service-led
Historically, tenants have been able to view their rentals from a primarily transactional perspective. The tenant would rent the property for a set amount of time, and they would then pay the monthly rent. If any issues arose with the rental, they could contact the landlord to resolve the problem.
That model of renting has changed over recent years.
A growing number of tenants are coming to expect:
- clearer communication
- faster maintenance responses
- smoother processes
- digital convenience
- more professionalism overall
Many people believe that the rental market is moving towards a more service-based experience. This trend toward increased professionalism in the rental market will be influenced by several factors, most notably how consumers behave when interacting digitally across various industries (banking, retail, travel, etc).
Communication is becoming a competitive advantage
There is one area that has shown the most evidence of a major shift from previous approaches, and that is communication.
In an environment with a lot of similar-priced properties in similar locations, the landlord who provides a better experience will be able to differentiate themselves.
Poor communication can greatly impact:
- tenant retention
- reviews and reputation
- dispute levels
- renewal likelihood
- overall satisfaction
It is much more likely today than it would have been three or four years ago that tenants would feel frustrated by:
- unanswered emails
- delayed maintenance updates
- unclear timelines
- inconsistent communication
Landlords and agents alike face operational challenges as a result of this new reality.
Build-to-rent operators are accelerating the shift
The growth of build-to-rent schemes is also reinforcing these changing expectations.
Some examples of the types of marketing used by many of the large-scale institutional rental property managers include:
- lifestyle branding
- hospitality-style amenities
- tenant apps
- concierge-style services
- faster maintenance systems
These all add up to an increasing focus on “experience” as opposed to just providing a place to live.
Tenants living in cities such as London will be more likely to experience professional management of their rentals. Therefore, private landlords are being forced to compete with what is perceived as higher standards of convenience and service quality by professionals.
Although the “Airbnb effect” has the potential to drastically reshape how tenants perceive property services, a full shift in their everyday expectations will take time.
Are you prepared for spring? Check out the most common maintenance issues and how to prevent them.
You can also explore our article on how BTR is reshaping the market here.
With London’s rental market changing rapidly over the past few years, take a look at our accidental landlord’s checklist for 2026.
