Airbnb User Experience Analysis
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Comprehensive Airbnb Customer Feedback Analysis Report

Airbnb User Experience Analysis

Airbnb faces a variety of issues ranging from hidden fees, unreliable hosts, poor customer service, to instances of theft and scams. Users express frustration with the lack of transparency regarding fees at checkout, strict cancellation policies, and the platform's handling of disputes. Concerns also arise around safety, as some experiences involve burglaries, vandalism, and unsafe property conditions. Despite positive aspects like good interface design and support in certain situations, negative encounters, including racial discrimination and lack of accountability for hosts, overshadow the overall user experience. Many suggest improvements are needed, especially in customer service responses, fee visibility, and host accountability to restore trust in the platform.

Best for
  • Hospitality Managers
  • Customer Experience Professionals
  • Market Researchers
  • Digital Strategists
  • Property Managers

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Custom Date - May 23, 2024
Featured Content
  • The customer service is horrible

    You pay with real money, but when you cancel, they give you credits that you can’t even withdraw. It’s really disappointing how the costumer service can’t even solve an issue with the host.

    Sentiment
    • Negative
    Content
    • Refund Process
    Apr 21, 2024
  • Me encanta mucho esta app

    Todos los lugares que voy la uso

    Sentiment
    • Positive
    Content
    • Booking Experience
    Apr 21, 2024
  • Buggy

    Price filter in app is nonfunctional. Ridiculous bug for an app like this.

    Sentiment
    • Negative
    Content
    • App Functionality
    Apr 20, 2024
  • Love it but now I’m not getting alerts

    This app is incredible but I am no longer getting notifications since the last few updates- which impacts me as a host! I have tried to fix it from the app, from my iPhone setting, uninstall, reinstall- nothing is working. It’s a huge flaw that impacts my experience!

    Sentiment
    • Positive
    Content
    • App Functionality
    Apr 17, 2024
  • Great App!

    One of my favorite apps ever. I appreciate how many features the host experience has yet still feels lightweight and straightforward.

    Sentiment
    • Positive
    Content
    • Host Experience
    Apr 17, 2024
  • Hidden fees

    Airbnb isn’t even worth using anymore due to the insane hidden fees. The cleaning fee basically doubles the price of the stay and there’s no way to see it while searching.

    Sentiment
    • Negative
    Content
    • Hidden Fees
    Apr 16, 2024
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Sentiment Analysis (of 30 reviews)
-50 Net Promoter
Score
Popular Topics (of 30 reviews)
Languages (of 30 reviews)
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Frequently Asked Questions
  • This page displays purchase options and a preview of the customer feedback analysis report for Airbnb based on online reviews collected from App Store. The analysis helps Hospitality Managers, Customer Experience Professionals, Market Researchers, Digital Strategists, Property Managers to discover insights into what people love, dislike, and need.

  • This report provides the Net Promoter Score, sentiment analysis, content classification, most popular phrases, languages and a trend graph to display how the context changes over time. After purchasing the report, you can search in customer feedback and filter results based on classification labels and popular phrases. Also, the analysis is available in PDF format, and all the reviews are available in Excel.

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