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Airbnb Hotels Review


ConsumersAdvocate.org Rating: 4.4 / 5 (Excellent)
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Founded in 2008 in San Francisco, California, Airbnb is an online marketplace and community where property owners and businesses from around the world can connect with travelers looking to book their accommodations. The site began under the premise of helping homeowners list their extra space as vacation rentals, whether a couch or an entire property.
 
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How is Airbnb rated?

Breakdown

4.4/5
Customer Experience
4.4/5
Search Options
4.0/5
Value
4.8/5
Additional Services

Overall Rating: 4.4 / 5 (Excellent)

Airbnb is an industry leader in the hospitality service marketplace. Their website is designed to appeal to younger travelers and those seeking experiences as opposed to traditional hotel-like amenities and comfort. Despite having a large number of negative online reviews, their service remains a convenient alternative to run-of-the-mill accommodations and provides valuable travel resources including guides by neighborhood and other informative publications. Compared to similar competitors, Airbnb offers a greater selection of filtering options and is transparent with regards to pricing and terms. Overall, their services are quite comprehensive, and their approach to vacation rental bookings remains among the most user-friendly in the industry.

Airbnb Customer Experience

Customer Experience - 4.4 / 5

Payment methods with Airbnb will depend on the country of destination. The options will be available upon checkout and may include major credit cards, PayPal, Alipay, Postepay, Sofort Überweisung, iDEAL, Boleto Bancário, Hipercard, Elo, and Aura, PayU, Google Wallet, and Apple Pay. Their website is easy to navigate and includes helpful articles, blogs, and resources such as a comprehensive FAQ section. Despite the fact that there are many satisfied Airbnb users, the company has received a large number of customer complaints and negative reviews on several platforms.

Payment Options

  • PayPal
  • Gift Cards
  • Mastercard
  • Visa
  • Discover
  • American Express
  • Diners Club
  • JCB
  • Debit Card with Visa or MC logo

Customer Support

  • FAQs
  • 24/7 Support
  • Email
Ease of Use
Yes
Mobile App
Yes
Cancellation Policy
Those who experience travel issues they are unable to resolve with their hosts may be eligible for Airbnb's Guest Refund Policy. Eligible situations may include the host's failure to provide reasonable access to the booked listing, a misrepresentation of the booked listing, problems with cleanliness, safety and other issues undisclosed at the time of the booking. Airbnb will either provide the guest a refund or make reasonable efforts to find and book them another comparable accommodation for any unused nights left in their reservation. The amount of any refund will depend on the nature of the travel issue.

Customer Reviews

BBB Rating
A
Trust Pilot Rating
9.8 out of 10

Transparency

  • Guest Photos
  • Guest Reviews

Airbnb Search Options

Search Options - 4.4 / 5

As a marketplace, Airbnb only facilitates communication between guests and hosts, allowing them to figure out the terms of the agreement by mutual accord. They let site users browse listings by price, location, amenities, host ratings, house rules, and more. One excellent feature about their search filtering capabilities is the broad range of options they offer with regards to accessibility and mobility. Airbnb is among the few sites we have reviewed who provide such a full range of choices, from lodging specifications to building access and designated parking areas.

Amenities

  • Beach
  • Free Wifi or High-Speed Internet
  • Concierge

Type of Property

  • Apart-Hotel

Sorting Criteria

  • Price
  • Location
  • Popularity
  • Star Rating
Regional Specialization
Yes
Accessibility
Accessible bathroom
In-room accessibility
Roll-in shower

Airbnb Value

Value - 4 / 5

Airbnb allows site users to redeem coupon codes and get discounts on their experience and accommodation bookings. Unlike other marketplaces, the company offers refunds or alternative lodgings to those who experience problems with their rental property and report it within 24 hours. Creating an account with Airbnb is free, yet the company will charge travelers a 5% to 15% fee for guest services. Hosts are required to pay approximately 3% in fees per booking and a 20% commission for experiences.
Discounts
Coupons
Price Match
Yes

Airbnb Additional Services

Additional Services - 4.8 / 5

Airbnb's success is due in part to the broad selection of travel solutions they offer their users. Besides rental properties, travelers can also make local restaurant reservations and book experiences like tours, tastings, and classes in their country of destination. Although the site will often publish articles regarding car rental in specific locations, we couldn't seem to find an option for booking rental cars or purchasing bus tickets.
Experiences
Adventure tourism
Nightlife
Lessons
History / Culture
Flight Booking
No
Car Rental
No
Train or Bus Tickets
No

Company Profile

Full Name
Airbnb Hotels
Company Website
https://www.airbnb.com/
Headquarters
888 Brannan Street 4th Floor, San Francisco, CA, 94103

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Customer Comments & Reviews

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G
Gabby
3/8/2019
Airbnb is usually pretty awesome. I wish that they showed all of the fees that will be included in the price when you're just browsing because it can be really misleading and time-wasting. I've had a kind of sketchy experience where someone my husband and I reached out to about booking told us it was unavailable (even though listed) and changed their name a few days later. But overall, I think it can be a great way to find low-cost lodging and it can be nice to be in a home rather than a hotel.

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