Problem
At a Fortune 500 Vacation Rental Marketplace, scaling trust across millions of hosts was one of the toughest operational challenges. Guest experiences could be derailed by last-minute host cancellations, slow responses, or poorly maintained listings. Monitoring host quality was largely reactive: analysts reconciled cancellations, reviews, sentiment, calendar hygiene, and response rates manually, but bandwidth constraints meant only glaring issues were caught. Smaller problems slipped through until they escalated into guest complaints or negative reviews. Ops teams ended up firefighting instead of proactively coaching hosts.
Continuous Monitoring
Cimba tracked cancellations, response times, calendar availability, and review scores in real time, surfacing at-risk hosts.
Issue Clustering
Problems were grouped into actionable themes like late check-ins, cleaning complaints, misleading amenities, hidden fees.
Targeted Playbooks
Cimba auto-generated coaching playbooks and outreach templates for each host cohort, then monitored improvements to confirm issues were resolved.
Impact
From Firefighting to Proactive Ops
Cimba gave supply teams a quality radar - reducing disruptions, improving reliability, and shifting ops toward proactive coaching.
~15%
Fewer cancellations, protecting bookings from last-minute disruptions.
2x
Faster ops intervention cycle, as teams focused on the riskiest hosts instead of blanket interventions
