--- title: "Platform Fees: When Does It Start to Hurt?" description: "2021: How online platforms reshaped the lodging industry" published: 2022-01-20T01:50:00+00:00 author: "ONDA 편집팀" category: "Insights" image: "https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65d61e6b8af580bfaea4f465_Frame_79.jpg" canonical: https://global.onda.me/en/blog?slug=sugbag-peulraespom-susuryo-myeoc-peuro-isangimyeon-budameuro-neuggyeojilgga locale: en --- # Platform Fees: When Does It Start to Hurt? Hello. **ONDA**, the B2B platform digitizing Korea's lodging industry. COVID-19 has changed how we live — no end in sight. Contactless services boomed. Online platforms are now bigger than ever. Result? **Self-employed businesses are growing dangerously dependent on platforms.** For lodging operators, **using platforms isn't optional anymore. It's survival.** ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a45_62f4c55a69817bdeb066eac5_1.png) If you run a pension, you're on Yanolja, Yeogi Eottae, Airbnb — maybe all three. Many operators juggle multiple platforms to maximize reach and revenue. **Platform apps are now embedded in the daily lives of lodging operators.** You're probably satisfied with some parts of platform use. Frustrated by others. Today, **we'll unpack how online platforms are actually affecting the lodging business** — with data. ###### (Source: [**Ministry of SMEs and Startups — Online Platform User Survey**](https://www.korea.kr/news/pressReleaseView.do?newsId=156487349)) ### **1. Cost Burden of Using Online Platforms** Using an online platform typically means paying a platform fee (commission). **_What's the average fee? And how do operators feel about it?_** ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a6c_62f4c608a2ea4101889d7bce_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A0_EA_B7_B8_EB_9E_98_ED_94_84_1.png) First: **59% pay between 10–15% of annual revenue** in platform fees. That's more than half of all lodging operators using platforms. ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a5b_62f4c622ae39b44ba38dc8f0_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A0_EA_B7_B8_EB_9E_98_ED_94_84_2.png) 71.3% say these fees are burdensome. Last year, that number was 62.1%. **In just one year, the burden perception jumped 9.2 percentage points.** **_So at what threshold does the fee start to hurt?_** The data shows **10% is the inflection point**. Beyond that, the sense of burden intensifies sharply. Sure, fees are part of the deal — but **platform companies should ask themselves: are current rates actually fair?** ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a42_62f4c64eed0402141b2d8149_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A0_EA_B7_B8_EB_9E_98_ED_94_84_3.png) Some operators also pay for platform advertising. Interestingly, lodging has the **highest rate (33.3%) of operators who don't pay ad fees** compared to other sectors. Among those who do, 24.6% spend 5–10% of revenue on ads. **Like platform fees, 10% is the tipping point** where ad costs start to feel heavy. ### **2. Unfair Treatment from Platforms** COVID-19 turbocharged online platforms. In this environment, lodging operators have little choice but to rely on them — even when problems go unaddressed. ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a73_62f4c68afa4cfd4803a0d053_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A0_EA_B7_B8_EB_9E_98_ED_94_84_4.png) **47.0% of lodging operators have experienced unfair treatment** from platforms. **92.6% cited issues around fees and transaction terms** — excessive commissions, unilateral rate changes, arbitrary fee hikes. ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a6f_62f4c6a7ebca29ea40be89bf_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A0_EA_B7_B8_EB_9E_98_ED_94_84_5.png) 11.1% said platforms obstructed them from listing on competitors or pressured them to leave. Of those, 74.1% reported being forced to offer better terms than they gave rival platforms. As lodging platform competition heats up, **communication between operators and platforms matters more than ever.** With so many small and mid-sized lodging businesses now platform-dependent, **this is an ESG issue** — platforms need to invest more in fair, transparent partnerships. ### **3. Platform Satisfaction** **_How satisfied are lodging operators, really?_** Lodging apps scored 53.6 out of 100 — second-highest satisfaction after open marketplaces. ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a52_62f4c6fda2ea41f9439e4ecb_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A0_EA_B7_B8_EB_9E_98_ED_94_84_6.png) Among those satisfied: 15% cited advertising/promotional reach, 12.5% said increased revenue. But 18.5% were dissatisfied. The top complaint? **Fee policies — 66.5% of dissatisfied users.** ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a4c_62f4c762ed04022c062e6c90_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A4_EA_B7_B8_EB_9E_98_ED_94_84_7.png) **Yet 77% say they'll keep using platforms anyway.** Why? Because platforms drive sales and profits. Because *not* using them makes it hard to stay in business. You can't neatly separate the upsides from the downsides. **The real challenge: minimizing harm while maximizing the upside.** ### **4. Platform Usage Patterns** ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a69_62f4c7c2889440a9ee1689fa_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A0_EA_B7_B8_EB_9E_98_ED_94_84_8.png) Most operators use multiple platforms. The average is 3.6. In lodging, **49.0% use five or more platforms** — far higher than other industries. **The lodging market isn't dominated by one or two players.** 73.5% start using platforms *at the moment they launch their business.* **_Why has platform use become non-negotiable in lodging?_** ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a49_62f4c7e85b0f0b035f2489e5_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A0_EA_B7_B8_EB_9E_98_ED_94_84_9.png) **65% say they can't sustain their business without platforms.** 54% use them for advertising/promotion. 44% say platforms let them expand into online markets. **_And do platforms actually boost revenue?_** ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a66_62f4c7fbd259374f1262e265_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A0_EA_B7_B8_EB_9E_98_ED_94_84_10.png) **77.4% saw revenue increase** after joining platforms. 36.6% saw revenue rise *more than 50%*. Operating profit also climbed. **64.2% reported higher operating income** after using lodging apps, and **35.3% saw a 50%+ jump** — relatively high compared to other industries. Bottom line: **Lodging operators are deeply dependent on platforms. Most of their revenue now flows through them.** ### **5. Support and Policy Needs** ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a58_62f4c84fd25937eb7062e315_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A0_EA_B7_B8_EB_9E_98_ED_94_84_11.png) As platform markets grow, so should platform support. Only 12.3% of respondents said they'd received any form of support from platforms — management training, education, tech assistance. That's up 1.9 percentage points from last year, but **still far too low** given how much power platforms now wield. ![](https://zqcfqfqgiyckyhazcfrk.supabase.co/storage/v1/object/public/blog-images/webflow/6316f3f75130788ec2d762dd/65a407e4103b033fe1b46a60_62f4c86b4d68af7506561d96_EB_8D_B0_EC_9D_B4_ED_84_B0_EC_BD_98_ED_85_90_EC_B8_A0_EA_B7_B8_EB_9E_98_ED_94_84_12.png) Fingers crossed 2022 brings better news on the support front. Hint for platforms wondering what operators actually want: **82.3% want lower fees (commission cuts).** There's also strong demand for government-led transparency — regular audits of commission rates, public disclosure of fee structures, guidelines on rate hikes. Online platforms are here to stay. But **real growth only happens when both sides win.** --- That's our deep dive into **how online platforms reshaped lodging in 2021.** The data's clear: _platform use is near-universal, and it drives meaningful revenue and profit gains._ But _the push for fee relief is loud and persistent._ **ONDA** will keep bringing you more data-driven insights into the lodging industry.