Customer Reviews (100)

Justin Allgood • 2025-09-02T00:17:32.490Z

Don't like the new way to find unique places to stay only regular houses not the fun ones anymore

Dee L.R. • 2025-09-02T00:03:34.124Z

the AirBnb app is very easy to use when booking vacation stays. I appreciate the ability to create and share wishlists as it's very convenient when booking for a group.

James Carter • 2025-09-01T23:24:55.956Z

always great!

Summary of Key Insights

Overall, the Airbnb app receives mixed reviews. While a significant portion of users (57%) give it a 5-star rating, a substantial number (25%) rate it with only 1 star, indicating significant dissatisfaction among a segment of users. Key strengths include ease of use and a wide variety of property options. However, recent updates seem to have introduced critical issues, such as the removal of unique stay categories and problems with basic functionality (e.g., inability to search, app crashes). Concerns about customer service, hidden fees, and cancellations are also prominent. The sentiment is polarized, with a strong divide between satisfied and very dissatisfied users.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not explicitly specified, but assumed to be recent based on the discussion of recent updates.
  • Analysis Methods: Manual review and categorization of user reviews, sentiment identification (positive, negative, neutral), and frequency analysis of keywords and themes.

Key User Pain Points

  • Removal of Unique Stay Categories: Many users are unhappy with the removal of the "unique stays" category (treehouses, domes, castles, etc.), which was a key differentiator for Airbnb. This has led some to consider switching to competitors like VRBO.
  • App Functionality Issues: A significant number of users report issues with the app after recent updates, including the inability to search, crashes, and unresponsive buttons. This severely impacts the user experience and prevents users from booking stays.
  • Lack of Transparency in Pricing: Users complain about hidden fees and taxes that significantly increase the total cost at checkout, leading to a feeling of being misled.
  • Customer Service Issues: Several users report negative experiences with Airbnb's customer service, citing a lack of help, unresponsiveness, and unfair treatment in dispute resolution.
  • Cancellations: Users are frustrated by hosts cancelling bookings, sometimes close to the travel date, leaving them stranded. Some believe hosts are relisting properties at higher prices after cancelling.
  • Background Checks and Discrimination: Some users report being banned from the platform due to background checks revealing criminal history, even for minor offenses or family members, which they perceive as discriminatory.
  • Host Demands for Separate Insurance/Deposits: Some hosts are requesting insurance or deposits through third-party systems, raising concerns about data privacy and security.

Frequently Requested Features

  • Return of Unique Stay Categories: Users overwhelmingly want the "unique stays" category to be reinstated.
  • Improved Search Filters: More granular search filters, including the ability to exclude pet-friendly properties or specify a radius larger than 10 miles, are desired.
  • Transparent Pricing: Users want the total cost, including all fees and taxes, to be displayed upfront.
  • Clearer Communication: Improved communication channels between guests and hosts, as well as more responsive and helpful customer service.
  • More User-Friendly Interface: Some users find the app interface confusing and difficult to navigate.

Strengths and Positive Aspects

  • Ease of Use (Generally): Many users find the app easy to use for booking stays and contacting hosts. However, this is contradicted by more recent reviews stating the new update has made the app harder to use.
  • Wide Variety of Properties: The app offers a large selection of properties in various locations and price ranges.
  • Wishlist Feature: The ability to create and share wishlists is appreciated, especially when booking for groups.
  • Informative Listings: Users find the property descriptions and reviews helpful in making informed decisions.
  • Luxury Living Affordability: Some users believe Airbnb makes luxury living more affordable.

Prioritized Action Recommendations

High Priority:

  • Fix App Functionality Issues: Immediately address the app crashes and unresponsive buttons reported by numerous users. This is critical for usability and preventing user abandonment.
  • Restore Unique Stay Categories: Reintroduce the "unique stays" category to cater to users seeking unique and memorable experiences.
  • Improve Pricing Transparency: Display the total cost, including all fees and taxes, upfront to avoid misleading users and build trust.
  • Enhance Customer Service: Improve customer service responsiveness and provide fair and consistent dispute resolution.

Medium Priority:

  • Refine Search Filters: Add more granular search filters to allow users to narrow down their search results more effectively.
  • Address Background Check Concerns: Review the background check policy to ensure it is fair, transparent, and non-discriminatory.
  • Monitor Host Practices: Implement measures to prevent hosts from demanding separate insurance or deposits through third-party systems, which can compromise user data security.

Low Priority:

  • Improve App Interface: Consider redesigning the app interface to make it more user-friendly and intuitive.

Opportunities for Startup Ideas

  • Niche Accommodation Platform: A platform focused solely on unique and unusual accommodations (treehouses, castles, domes, etc.) could capitalize on the dissatisfaction with Airbnb's removal of this category.
  • Transparent Pricing Guarantee: A service that guarantees transparent pricing by verifying that the final cost matches the initially displayed price, including all fees and taxes.
  • Host Insurance Marketplace: A platform that connects hosts with reputable insurance providers, ensuring adequate coverage without requiring guests to use potentially insecure third-party systems.
  • AI-Powered Travel Assistant: An AI-powered travel assistant integrated with booking platforms that can help users find the perfect accommodation based on their specific needs and preferences, proactively addressing potential issues and providing personalized recommendations.

Trends and Observations

  • Negative Sentiment Following Recent Updates: There is a clear trend of negative sentiment associated with recent app updates, particularly regarding the removal of the unique stays category and the introduction of functionality issues.
  • Polarization of Reviews: The reviews are highly polarized, with a large number of 5-star and 1-star ratings, suggesting a significant divide between satisfied and dissatisfied users.
  • Focus on Customer Service: Customer service is a recurring theme in both positive and negative reviews, highlighting its importance in shaping the user experience.

Conclusion

The Airbnb app faces significant challenges, particularly related to recent updates that have negatively impacted functionality and user experience. While the app still has strengths, such as a wide variety of properties and (historically) ease of use, addressing the key pain points outlined above is crucial for retaining users and maintaining a positive reputation. The removal of the "unique stays" category was a strategic error that needs to be rectified. Prioritizing bug fixes, pricing transparency, and customer service improvements will be essential for Airbnb to regain user trust and remain competitive.

Original App Link

https://play.google.com/work/apps/details?id=com.airbnb.android