Customer Experience: 4.4/5
Search Options: 4.4/5
Value: 4.0/5
Additional Services: 4.8/5

Overall Rating: 4.4 / 5 (Excellent)

Airbnb is an industry leader in the hospitality service marketplace. Their website is designed to appeal to younger travelers and those seeking experiences as opposed to traditional hotel-like amenities and comfort. Despite having a large number of negative online reviews, their service remains a convenient alternative to run-of-the-mill accommodations and provides valuable travel resources including guides by neighborhood and other informative publications. Compared to similar competitors, Airbnb offers a greater selection of filtering options and is transparent with regards to pricing and terms. Overall, their services are quite comprehensive, and their approach to vacation rental bookings remains among the most user-friendly in the industry.


Customer Experience - 4.4 / 5

Payment methods with Airbnb will depend on the country of destination. The options will be available upon checkout and may include major credit cards, PayPal, Alipay, Postepay, Sofort Überweisung, iDEAL, Boleto Bancário, Hipercard, Elo, and Aura, PayU, Google Wallet, and Apple Pay. Their website is easy to navigate and includes helpful articles, blogs, and resources such as a comprehensive FAQ section. Despite the fact that there are many satisfied Airbnb users, the company has received a large number of customer complaints and negative reviews on several platforms.

Payment Options

  • PayPal
  • Gift Cards
  • Mastercard
  • Visa
  • Discover
  • American Express
  • Diners Club
  • JCB
  • Debit Card with Visa or MC logo

Customer Support

  • FAQs
  • 24/7 Support
  • Email

Ease of Use


Mobile App


Cancellation Policy

Those who experience travel issues they are unable to resolve with their hosts may be eligible for Airbnb's Guest Refund Policy. Eligible situations may include the host's failure to provide reasonable access to the booked listing, a misrepresentation of the booked listing, problems with cleanliness, safety and other issues undisclosed at the time of the booking. Airbnb will either provide the guest a refund or make reasonable efforts to find and book them another comparable accommodation for any unused nights left in their reservation. The amount of any refund will depend on the nature of the travel issue.

Customer Reviews

  • BBB Rating: A+
  • Trust Pilot Rating: 9.8 out of 10


  • Guest Photos
  • Guest Reviews


Search Options - 4.4 / 5

As a marketplace, Airbnb only facilitates communication between guests and hosts, allowing them to figure out the terms of the agreement by mutual accord. They let site users browse listings by price, location, amenities, host ratings, house rules, and more. One excellent feature about their search filtering capabilities is the broad range of options they offer with regards to accessibility and mobility. Airbnb is among the few sites we have reviewed who provide such a full range of choices, from lodging specifications to building access and designated parking areas.


  • Beach
  • Free Wifi or High-Speed Internet
  • Concierge

Type of Property

  • Apart-Hotel

Sorting Criteria

  • Price
  • Location
  • Popularity
  • Star Rating

Regional Specialization



  • Accessible bathroom
  • In-room accessibility
  • Roll-in shower


Value - 4 / 5

Airbnb allows site users to redeem coupon codes and get discounts on their experience and accommodation bookings. Unlike other marketplaces, the company offers refunds or alternative lodgings to those who experience problems with their rental property and report it within 24 hours. Creating an account with Airbnb is free, yet the company will charge travelers a 5% to 15% fee for guest services. Hosts are required to pay approximately 3% in fees per booking and a 20% commission for experiences.



Price Match



Additional Services - 4.8 / 5

Airbnb's success is due in part to the broad selection of travel solutions they offer their users. Besides rental properties, travelers can also make local restaurant reservations and book experiences like tours, tastings, and classes in their country of destination. Although the site will often publish articles regarding car rental in specific locations, we couldn't seem to find an option for booking rental cars or purchasing bus tickets.


  • Adventure tourism
  • Nightlife
  • Lessons
  • History / Culture

Flight Booking


Car Rental


Train or Bus Tickets



Full Name: Airbnb

Company Website:

Headquarters: 888 Brannan Street 4th Floor, San Francisco, CA, 94103, USA