Airbnb revenue and downloads (estimated)

• Customer support53 reviews · 19%

  “Worst customer service. Airbnb refused to help with a reservation order that was booked by mistake- all they could say is I am sorry there is nothing I can do - this is not the first time this has happened I lost 800 dollars with them- on a reservation that was under 3 hours old”

• Billing, refunds & cancelling38 reviews · 14%

  “shady properties with shady practices. stay away from AirBNB. They protect weird hosts with cameras and who live on the property in trailers while saying you have the whole property then when you ask for a refund they make up lies about your reservation so they do not have to refund you even after screenshots and pictures were provided. the company will protect its hosts and not the user/renter so BEWARE absolute sham”

• Too expensive20 reviews · 7%

  “Not worth it. Horrible to owners and renters. No support. It’s better to look up the title of the homes and find the direct booking site and book directly with the owners .”

• Bans & moderation13 reviews · 5%

  “No way to get support when it’s really needed. Airbnb banned my 12 year old account without any warning or explanation after a dispute with a Superhost who tried to scam me. There’s no way to contact them and no response after the initial appeal. I was both a Guest and a Host and no negative incidents on my profile before.”

• Bugs & broken features11 reviews · 4%

  “Not a good app. The Airbnb app is frustratingly glitchy, poorly organized, and difficult to navigate. Basic features are buried in confusing menus, making simple tasks unnecessarily complicated. On top of that, Airbnb’s prices and fees have become excessive. For such a large company, the app should be far more intuitive, reliable, and user-friendly.”

• Missing features & requests7 reviews · 3%

  “Doesn’t care about hosts. I wish they cared more about the people that actually helped them build their business. They should want to work together with hosts, instead they do everything that’s against them. I couldn’t care less about the dishes, but protecting my assets and protecting my guests safety is my main concern and they took that away.”

• Confusing design5 reviews · 2%

  “Please provide reliable services. Airbnb should Provide a more stable service, and hire reliable staff. My booking pricing was very messy with their discount system. Overall, I love being a host on Airbnb. But just give the rating to let them know how bad it is to have a low rate.”

• Paywall & subscription push4 reviews · 1%

  “Insultingly Terrible Customer Service. Wish I could give 0 stars.. Absolutely horrible customer service experience to the point of insulting. I flew halfway across the country for a 3-week trip, lost several hundred dollars, and all because my host cancelled last minute and Airbnb didn’t show that until the day I was supposed to check in. Considering all the technical issues just dealing with getting in contact with customer service, there are obviously problems with Airbnb’s system. Instead of owning than error, Airbnb refused to cover a stay in the same region (required for the purpose of my stay) and insulted me by giving me an Airbnb credit (not helpful for the hotel rates I’ve had to pay because of Airbnb’s mistake). To really rub it in, their “generous” credit was less than 500$ which only allows me to stay over an hour away from where I needed to be. Had to stay in a hotel for several nights until I could turn and fly home, turning a 3-week trip into a wasted, infuriating experience. Horrible business practice. Just disgustingly horrible.”

• Too many ads4 reviews · 1%

  “Recent policy changes hurt the host. I got most of this letter from another post. It is what I will be submitting in the feedback portion of the app. Dear Airbnb Policy Team, I am writing to express my strong opposition to Airbnb's new restrictions on guest checkout responsibilities and other restrictions placed on hosts. As an independent host offering an entire home with a fully equipped kitchen, laundry facilities, and multiple living spaces, I believe this policy fails to recognize the fundamental differences between vacation rentals and hotel rooms. Reasonable checkout requests may include: Starting one load of used towels in the washing machine. Placing accumulated trash in designated outdoor bins. Starting the dishwasher with used dishes. These tasks take only a few minutes and are not equivalent to requiring guests to clean bathrooms, mop floors, change bedding, or perform housekeeping services. They serve practical purposes beyond reducing cleaning costs. Promptly washing towels helps facilitate timely turnovers, while removing trash and running the dishwasher help prevent odors, pests, and sanitation issues. Unlike hotels, independent hosts generally do not have housekeeping teams, commercial laundry facilities, or staff available throughout the day, or daily access to the space. I operate within limited turnover windows while maintaining the cleanliness and hospitality standards Airbnb expects. Airbnb appears to be moving increasingly toward a hotel-style hospitality model without acknowledging the operational realities of independent, whole-home rentals. Guests who choose an entire home enjoy amenities that hotels typically do not provide, including private kitchens, laundry facilities, multiple bedrooms, and extensive living spaces. It is reasonable to expect a modest degree of cooperation in protecting those spaces. I fully support prohibiting excessive cleaning demands and unreasonable checkout penalties. However, treating a request to start a dishwasher or place trash in an outdoor bin as equivalent to performing housekeeping services is an overreach. Furthermore, Airbnb's recent increase in host service fees, pushing discounts that if chosen would result in a total 25-30% profit loss, combined with these new additional operational restrictions, place an ever-greater financial burden on independent hosts. These costs ultimately must be absorbed by hosts or passed along to guests. I urge Airbnb to reconsider this policy and distinguish between excessive cleaning requirements and reasonable, minimal checkout responsibilities. At a minimum, Airbnb should permit whole-home hosts to establish a few clearly disclosed, practical checkout expectations without imposing financial penalties for ordinary noncompliance. Independent hosts helped build Airbnb into the successful platform it is today. Our operating realities deserve meaningful consideration when policies affecting our businesses are developed. I would appreciate a substantive response explaining how Airbnb intends to accommodate independent whole-home hosts under these new restrictions. Airbnb is no longer allowing a fine for breaking the no smoking and no pet rule. Who will be responsible for the extra cleaning and time spent when guests break this rule? Hosts no longer have the option to have the guests phone number , ID information or other information that will protect a host for small claim legal claims. Airbnb is moving to more and more responses that are host hostile such as removing the ability to ask for identification, not allowed to ask for waivers for amenities prior to staying, and utilizing fines as a deterrent to damaging behavior. We have less protection than a hotel now. A hotel has the ability to remove guests and charge a smoking or damage fee. Rental cars, hotels, airplanes, and other travel venues all have access to guest identification. Airbnb does not release that to hosts. Many of your recent changes are host hostile. Your AI use frequently harms the host, and your claim procedure significantly favors guests over hosts. Hosts are losing their protections that once made an Airbnb a wise investment. Sincerely, An Independent Airbnb Host Whole-Home Vacation Rental Host”

• Slow & laggy4 reviews · 1%

  “New policy. Since the new policy changes, Airbnb has become a much less favorable platform for hosts. The new rules shift most of the risk and cost onto hosts, while support is slow and often sides with guests even when the host is clearly in the right. Hosts invest a great deal of time and money into their properties, but the current terms offer little protection against damage, last-minute cancellations, or unfair reviews. I hope Airbnb will reconsider these changes and restore a fair balance between guests and hosts.”

Counted in the newest US App Store reviews we have collected for this app (English only). Numbers count reviews, not people.