Airbnb

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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Airbnb

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Airbnb's key feedback

1

Poor Customer Support

A significant number of users, approximately 30%, express frustration with Airbnb's customer service, citing slow response times, unhelpful representatives, and unresolved issues. This lack of effective support leads to dissatisfaction and a preference for alternative platforms.

The customer service is terrible, with long response times and no real solutions offered.

2

High Fees and Costs

Around 25% of users are dissatisfied with the high fees associated with Airbnb bookings, including cleaning fees and additional charges, which make stays more expensive than expected. This issue is driving users to consider hotels as a more cost-effective option.

The cleaning fees are insane, making Airbnb more expensive than hotels.

3

Location Misrepresentation

Approximately 15% of users report issues with inaccurate property locations on the app, leading to inconvenience and additional costs. This deceptive practice affects user trust and satisfaction.

The property was not where it was shown on the map, causing stress and extra expenses.

4

App Functionality Issues

About 10% of users experience problems with the app's functionality, such as difficulty in filtering search results and technical glitches, which hinder the booking process and overall user experience.

The app's new update removed useful filters, making it difficult to find suitable rentals.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Vrbo
Vrbo receives high praise for its user-friendly interface and reliable service, with many users appreciating the ease of booking and the quality of accommodations. However, some users report issues with customer service and unexpected fees, though these are less frequent compared to other platforms.

#2 RUNNER UP

Expedia
Expedia is appreciated for its convenience and competitive pricing, with users often finding good deals on flights and accommodations. However, there are significant complaints about customer service, particularly regarding refunds and booking errors, which can lead to frustrating experiences.

#3 Straggler

Airbnb
Airbnb faces criticism for poor customer service, high fees, and issues with hosts, leading to negative experiences for both guests and hosts. Despite some users appreciating the platform's variety and unique stays, many are switching to competitors due to dissatisfaction with Airbnb's handling of disputes and support.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Vrbo
#1 Users Choice
Vrbo receives high praise for its user-friendly interface and reliable service, with many users appreciating the ease of booking and the quality of accommodations. However, some users report issues with customer service and unexpected fees, though these are less frequent compared to other platforms.
Expedia
#2 Runner-up
Expedia is appreciated for its convenience and competitive pricing, with users often finding good deals on flights and accommodations. However, there are significant complaints about customer service, particularly regarding refunds and booking errors, which can lead to frustrating experiences.
Airbnb
#3 Straggler
Airbnb faces criticism for poor customer service, high fees, and issues with hosts, leading to negative experiences for both guests and hosts. Despite some users appreciating the platform's variety and unique stays, many are switching to competitors due to dissatisfaction with Airbnb's handling of disputes and support.

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Nuggets

Major Highlights of the Week

Political Backlash
Users are expressing dissatisfaction with Airbnb due to the political affiliations and actions of its co-founders, which they perceive as unethical or harmful. This has led to a loss of trust and a shift towards competitors like VRBO.
Deleted the app because of a co-founder joining doge in support of trolls and fascists taking over the US government.
Customer Service Failures
There are significant complaints about the inefficiency and inconsistency of Airbnb's customer service, with users experiencing long response times and unhelpful resolutions. This has resulted in frustration and a perception of poor service quality.
The customer service is terrible, they take a very long time to respond or resolve issues if they even get back to you with a real solution.
Misleading Listings
Users are frustrated with inaccurate property locations and misleading listings, which result in unexpected travel inconveniences and additional costs. This issue undermines trust in the platform's reliability and transparency.
Excessive Fees
The high cleaning fees and additional charges are a major pain point, with users feeling that these costs are unjustified and make Airbnb less competitive compared to traditional hotels. This perception is driving users to seek alternative accommodation options.
But lately I’ve had to go back to booking hotels because the cleaning fees are insane.
App Usability Issues
Recent updates have negatively impacted the app's usability, with users finding the new filtering system cumbersome and less intuitive. This has led to dissatisfaction and decreased engagement with the platform.
After the latest update, the app has become frustrating to use, with basic filtering options removed.
Account Deactivation
Users are experiencing unexpected account deactivations without clear explanations, resulting in loss of access to their data and curated lists. This lack of transparency and communication is causing significant user dissatisfaction.
I have been a member for YEARS with all five star reviews and my account was deactivated for no reason, with no warning.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Political Backlash
Users are expressing dissatisfaction with Airbnb due to the political affiliations and actions of its co-founders, which they perceive as unethical or harmful. This has led to a loss of trust and a shift towards competitors like VRBO.
Customer Service Failures
There are significant complaints about the inefficiency and inconsistency of Airbnb's customer service, with users experiencing long response times and unhelpful resolutions. This has resulted in frustration and a perception of poor service quality.
Misleading Listings
Users are frustrated with inaccurate property locations and misleading listings, which result in unexpected travel inconveniences and additional costs. This issue undermines trust in the platform's reliability and transparency.
Excessive Fees
The high cleaning fees and additional charges are a major pain point, with users feeling that these costs are unjustified and make Airbnb less competitive compared to traditional hotels. This perception is driving users to seek alternative accommodation options.
App Usability Issues
Recent updates have negatively impacted the app's usability, with users finding the new filtering system cumbersome and less intuitive. This has led to dissatisfaction and decreased engagement with the platform.
Account Deactivation
Users are experiencing unexpected account deactivations without clear explanations, resulting in loss of access to their data and curated lists. This lack of transparency and communication is causing significant user dissatisfaction.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's recent update removed essential filtering options, making it difficult to search for rentals. The previous filter menu allowed setting criteria like price range and home type, which is now gone, making the app unnecessarily difficult to use.
SM622
Week of April 9th, 2025
The cleaning fees have become unreasonable, with a $150 fee for a two-night stay. It's frustrating to pay such high fees and still be expected to clean up after myself. I've started booking hotels instead for less hassle.
Allenkid6
Week of April 9th, 2025
Airbnb's customer service is terrible, with long response times and unresolved issues. Representatives often provide inconsistent information, and claims go unanswered for weeks unless you follow up.
Kinga3736362736
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app's recent update removed essential filtering options, making it difficult to search for rentals. The previous filter menu allowed setting criteria like price range and home type, which is now gone, making the app unnecessarily difficult to use.
Candice Wu
App Store
The cleaning fees have become unreasonable, with a $150 fee for a two-night stay. It's frustrating to pay such high fees and still be expected to clean up after myself. I've started booking hotels instead for less hassle.
Kelly Williams
Google Play
Airbnb's customer service is terrible, with long response times and unresolved issues. Representatives often provide inconsistent information, and claims go unanswered for weeks unless you follow up.
Koray Okumus
Google Play

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