Customer Reviews (100)

Anna Caro • 2025-03-24T07:00:44.901Z

this app is a big help where we can easily book and pay. Hoping and looking forward for a good stay

Cameron Duff • 2025-03-24T06:22:53.900Z

Functionality 9/10, as in, yip it opens when it should, is fast and responsive. However, poor usability most of the time 1/10. There are several flaws and frustrations. You can't sort search results i.e lowest to highest price. If you use the "map" search it auto includes all sorts of places, some not even in the same area or city. You will get different results with the same search multiple times. When I search for "apartments" only, you get all the other types regardless.

Nikesh Mehta • 2025-03-24T05:56:10.650Z

Booking is easy and with a lot of choices.

Summary of Key Insights

The Airbnb app generally receives positive feedback, with users praising its ease of use, wide range of options, and convenience. However, there are significant pain points related to booking issues, customer support, and usability frustrations. The app enjoys a high percentage of 5-star ratings, but the 1-star ratings highlight critical issues that need addressing.

Key Strengths: Ease of booking, vast selection of properties, user-friendly interface (for some users). Key Weaknesses: Booking issues (payment errors, verification problems), inconsistent search results, poor customer support, refund policies, and usability problems (filtering, UI bugs).

Overall Sentiment: Positive, but with significant negative feedback concentrated around specific issues. Quantitative Metrics:

  • Overall Rating: High (implied by the score distribution, actual average not calculated).
  • Score Distribution: 1-star (17%), 2-star (2%), 3-star (4%), 4-star (7%), 5-star (70%). This indicates a polarized distribution, with many very satisfied users, but a significant minority experiencing severe problems.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, but assumed to be recent.
  • Analysis Methods: Sentiment analysis (qualitative assessment of review text), keyword extraction (identifying frequently mentioned terms and issues), and frequency analysis (counting occurrences of specific complaints and praises).

Key User Pain Points

  • Booking Issues:
    • Payment errors and problems with payment verification are frequently mentioned, preventing users from completing bookings.
    • "Max attempt" errors during phone number verification.
    • New changes in the app leading to errors and inability to book.
  • Poor Customer Support:
    • Lack of responsiveness and unhelpful support when problems arise, especially concerning cancellations and payment issues.
    • Long wait times and failure to follow up.
    • Support messages in incorrect languages.
  • Usability Issues:
    • Inability to sort search results by price.
    • Inconsistent search results, including irrelevant listings.
    • App filters refreshing constantly.
    • Buggy address entry and camera interaction.
    • Difficulties deactivating accounts.
    • Small text box in messaging module.
    • Lack of transparency in pricing (not seeing the full price upfront).
    • Missing filters for specific amenities (e.g., microwave).
  • Cancellation and Refund Policies:
    • Strict refund policies are perceived as unreasonable, especially when life events necessitate cancellations.
    • Feeling that Airbnb prioritizes hosts over guests in disputes.
  • Host-Guest Disputes:
    • Concerns about bias towards hosts in resolving disputes, even when guests have evidence supporting their claims.
    • Negative experiences with hosts, including harassment and abusive language.
    • Review system allowing host reviews to remain while guest reviews are removed.

Frequently Requested Features

  • Improved Filtering: More granular filtering options, including specific amenities (microwave, etc.)
  • Sort by Price: Ability to sort search results by price (lowest to highest).
  • Transparent Pricing: Display the full price, including all fees, upfront.
  • Improved Messaging: Larger text box in messaging and a more intuitive "send" button.
  • Easier Account Deactivation: A simpler and more straightforward process for deactivating accounts.

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy to use and navigate, especially for booking.
  • Wide Selection: The app offers a vast selection of properties in various locations.
  • Convenience: Users appreciate having all trip information in one place.
  • Trust and Security: Some users feel safe and secure booking through the app.
  • Good Booking Experience: Many users report a positive booking experience.
  • Transparent Information: Some users find the app transparent and informative, allowing them to make informed decisions.

Prioritized Action Recommendations

High Priority:

  • Fix Booking Issues: Address the reported payment errors, verification problems, and other booking-related bugs. This is critical for user retention and trust.
  • Improve Customer Support: Increase responsiveness, provide more helpful assistance, and ensure support agents are adequately trained and can communicate effectively in multiple languages. Implement a better system for following up on unresolved issues.
  • Address Refund Policy Concerns: Re-evaluate the cancellation and refund policies to be more flexible and fair, especially in cases of unforeseen circumstances.
  • Enhance Search and Filtering: Implement the ability to sort search results by price and add filters for specific amenities. Fix the issue of constantly refreshing filters.

Medium Priority:

  • Improve User Interface (UI): Address the usability issues in the messaging module (small text box, send button placement) and the address entry process.
  • Review Host/Guest Dispute Resolution: Ensure a fair and unbiased process for resolving disputes between hosts and guests. Investigate claims thoroughly and consider evidence provided by both parties.
  • Streamline Account Deactivation: Simplify the account deactivation process.
  • Increase Pricing Transparency: Display the full price, including all fees, upfront in the search results and on property listings.

Low Priority:

  • Address language discrepancies: Ensure support messages are delivered in the user's preferred language.

Opportunities for Startup Ideas

  • Airbnb Dispute Resolution Service: A third-party service that provides impartial mediation for disputes between Airbnb hosts and guests.
  • Enhanced Airbnb Filtering Tool: A browser extension or app that adds more granular filtering options to Airbnb, such as specific amenities or accessibility features.
  • Airbnb Price Comparison Tool: A tool that compares Airbnb prices with hotel prices in the same area, taking into account all fees and amenities.

Trends and Observations

  • Language Preferences: Some users are providing feedback in languages other than English, indicating a global user base.
  • Recent App Changes: Several reviews mention negative impacts from recent app updates, suggesting a need for more thorough testing and user feedback during the development process.
  • Polarized Sentiment: The score distribution indicates a polarized sentiment, with a large number of very satisfied users and a significant minority experiencing major problems. This suggests that the app is generally good, but there are critical issues that need to be addressed to improve the experience for all users.

Conclusion

The Airbnb app is a popular and generally well-regarded platform, but there are several key areas that need improvement. Addressing the booking issues, enhancing customer support, and improving usability are crucial for maintaining user satisfaction and preventing churn. By prioritizing these improvements, Airbnb can strengthen its position in the market and provide a better experience for all users. A focus on fairness in dispute resolution and transparency in pricing will also build trust and loyalty.

Overall Recommendation: Prioritize fixing booking issues and improving customer support. Address the usability concerns and consider implementing the requested features.

Original App Link

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