Sentiment Analysis of Airbnb: Finding and Discussion

This report provides a sentiment analysis of Airbnb, highlighting the findings and discussions on customer experience management and the benefits of sentimental analysis and increasing digitalization.

1
Contents
Introduction...........................................................................................................................................1
Sentiment analysis results......................................................................................................................1
Finding and Discussion.........................................................................................................................4
Benefits of sentimental analysis and increasing digitalisation...........................................................6
Limitations of utilising sentimental analysis......................................................................................7
Conclusion.............................................................................................................................................7
Recommendations.................................................................................................................................8
REFERENCES......................................................................................................................................9
APPENDIX.........................................................................................................................................12

2
Introduction
Today’s business has become highly competitive and in such a highly competitive market
understanding customers and their behaviour is highly essential. Most of the companies these
days are doing sentimental analysis. This is helpful for making strategies that can attract
maximum possible consumers. This is essential for creating value for the customers and
identifying customer experience. Customer experience management is a crucial part for
achieving success in the market. Providing higher customer value proposition is the major
aim of all the companies in different industries (Camilleri and Neuhofer, 2017). Value
proposition focus is when a company focuses on the sum total of advantages that any
company promises to their consumers against the payment made by them. Companies need to
understand the value of identifying the consumers experience and it is the only thing that can
attract consumers to again make purchase. Experience of customers is improved by the
matching the expectation of consumers with their experiences. Airbnb Inc. a multinational
firm from San Francisco, America and deals in the business of online marketplace and
hospitality service. They are operating in the industry that is highly dependent on the
customer experience. Their services are accessible through their mobile apps and their
website. This report will illustrate the sentimental analysis of Airbnb and the same time it
shows the way in which these marketing issues can be resolved so as to gain competitive
advantage.
Sentiment analysis results
Customer experience management is very essential in the modern day business and hence it is
beneficial for Airbnb to do sentiment analysis in different areas. There are both positive and
negative issues that are confronting the customer experience management.
First thing that needs to be considered while analysing the customer experience management
is that proper grounded information is available with the company. In the lack of access of
information neither company will be able to find the positives nor do negatives about the
customer’s experience (von Hoffen, et al. 2017).
It is seen that company faces problems in managing customer experience, this is because
today’s consumers want to buy from multiple channels or they feel that they must have an
option of purchasing from multi-channel sites. For Airbnb, customer experience is very much

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essential but they lag in the fact that they offer services only through online mediums (Chang
and Wang, 2018).
Airbnb has to provide personalised experience so as to improve the customer’s experience.
This is because clients these days demand for unique kind of experience that satisfies their
personal need. Since this company does not have any of their establishments hence providing
personalised experience is a challenge for them. Personalised experience must be provided at
every step of the customer’s journey.
Another major issue that Airbnb faces in customer experience management is that it is
difficult to measure customer experience improvement. This is also difficult in the case of
Airbnb also as there is less numbers of indicators available that exactly shows the
improvement in the customer experience.
In customer experience management lack of proper communication model is also an issue.
Every communication model is different and suits a very different set of business. Analysing
and finding the best set of communication channel is an issue for the company. Use of
communication channel also depends on the consumer behaviour as the type of
communication channel they prefer, plays a greater role in communication management
(Zervas, Proserpio and Byers, 2017).
Unlike other fields there is lesser amount of investments being done by the company in their
customer experience. Leaders have been slow in investing in the technologies and other fields
that may improve the customer’s experience. Airbnb also has to invest in the technological
advancements that are capable of improving the customer experience.
Most of the companies also face issues in relationship marketing i.e. providing long term
customer value that can improve the chances of sales. Choosing the best option for increasing
the customer relationship marketing is essential in the modern day context. In the era where
customer loyalty is at the lowest, it is crucial for the organisation to improve the ways in
which they improve their relationship with the consumers. There are people from different
sections of the society and making good relationship with each one of them is difficult
(Cheng and Jin, 2019). A long term plan is required by the company in this regards.
Another issue that company faces in the experience management is the cultural barriers.
Since in the tourism industry people belong to different parts of the world and they come
from very different kind of cultural background. In such an environment, it is crucial for the

4
company to improve the way in which employees of the company behaves. People from
different cultural backgrounds desires for different kind of services and hence they must be
fulfilled so as to gain competitive advantage (Ke, 2017).
In the customer experience management especially in the case of Airbnb, there is an issue of
creating a value while keeping the prices at the lowest of levels as well as ensuring
sustainability.
Issues in digital customer journey:
Over evaluation of the fact that awareness is created appropriately is an issue in the modern
day business. Social media is often over-rated in the case of digital customer journey as there
is immense competition in the social media market.
It is also difficult for any organisation to improve the interest of the people in the business of
Airbnb. This can be increased with the help of higher customer engagement which has a
direct relation with experience that customers had.
It is also essential for a company to note the desire of the people has to be understood clearly.
This must be in terms of understanding the need of people while they avail the services of
Airbnb.
Along with this, action of the consumers should also be noted by the company so as to think
wisely about the way in company should progress with their marketing and sales. This is an
issue as general behaviours are hard to note down in digital marketing (Hagge, et al. 2017).
Only digital actions can be noted down.
Loyalty is another major aspect that is affecting the customer experience management and in
the digital era, this is on the lower side.
Word of mouth marketing is easier to be done on digital mediums hence advocacy also
becomes easier. In Airbnb service, people can easily advocate their services.
Based on the above analysis it is essential to analyse the comments given by the people on
the services of the firm. Analyses of these comments are essential for improving the customer
relationship management as well as in the customer relationship management. There are
several positive and negative comments being given by different clients Comments about
Airbnb are provided in a table in the Appendix section.

5
Finding and Discussion
From analysing the comments in the sentimental analysis section many types of conclusions
are derived. There are both positive and negative comments about the services of the
company. On reviews the comments it can be seen that customers are seriously not happy
with the company. It is seen that customers are facing many kinds of problems related to
availing services (Lawani, et al. 2018). Analysis of the overall comments has been illustrated
in the graph below.
Overall analysis of the comments suggests that reviews have been of different forms. In this
only 13% of the comments is excellent, 4% of the comments suggest that company and its
services are great. There are around 3% of the people who suggests that company’s business
is average. There are around 6% of the people who states that company’s performance is
poor. But the majority of people around 75% state that they are highly dissatisfied with the
services being provided by the company (Trustpilot, 2019).
While reviewing the comments, in most of the comments it is seen that company is not able
to provide positive customer experience. People are highly unsatisfied with the fact that there
was no one for their assistance when they needed it. Company is also not able to provide the
same quality in their services what they promised in their pictures (Dann, et al. 2018). This
comes under the category of customer experience management. In the same category people
are also not happy about their improper refund policy as some of them did not received their
refunds and some of them did not get the refund that was promised to them. The irresponsible
behaviour from the side of the employees is the major reason for it. Company needs to take
responsibilities for any concerns that is faced by any customer which often is not the case.
It is found that customers are unhappy with the delays being created by the company in terms
of booking the services. Many of the customers are disgraced by the refund issues that are

6
generated in the services. Company is also not able to give appropriate and timely
information to the customers. This usually reduces the value of the services being provided
by the company. This is because company is not managing their technology in an appropriate
manner that can help them in satisfying the needs of the consumers. Company should have a
24*7 customer support which can help the firm in increasing the trust between clients and the
firm. These small things have effect on the consumer minds as people feel that company
thinks about them. Improper use of digital platforms has reduced the chances of company to
excel in the market (Libert, Wind and Fenley, 2014).
Consumer behaviour is changing in terms of the fact that people demand for clean and safe
rooms but customers review shows that company has failed in delivering it. Some of the
comments also stated that company is not able to provide security to some of the ethnic
groups such as Jews. This is due to the fact that hosts did not like this ethnic group. It is also
seen that customers are unhappy with the way in which they have been treated by the hosts.
The company is just an intermediate between hosts and guests and hence they could do much
about such experience. Some of the customers also reported that their stuffs have been stolen
(Palos-Sanchez and Correia, 2018).
There are large numbers of people who states that the idea is good but the way in which they
are doing things is not properly planned. This can also be seen in terms of the fact that people
say that there is untimely cancellations done by the hosts. People spend lot of time in
planning the holidays but the cancellations are being done at the last moment, this frustrates
them. After that also company is not giving refunds on time. This frustrates people and
usually ruins the service quality (Dobronte, 2018).
Airbnb need to understand that their customers are highly frustrated with the way in which
they provide their services. This has decreased the value preposition of their overall business.
Company has been doing their marketing with the help of social media hence it acts an
essential medium to communicate with customers (Tode, 2018). This has also played a
greater role in the management of the customer relationship. If all these comments can be
gathered by the company on the social media platforms and they can work on it so as to make
their business model positive. Airbnb need to understand that safety has become important
parameters while people are moving from one place to another. Customer behaviour has also
changed in terms of people using digital marketing mediums as their primary way of doing
the purchase (Sanchez-Vazquez, Silva and Santos, 2017). Company will have to understand

7
that when they are doing their business totally with the help of online technologies hence they
need to be highly aware about the technologies that are used within the organisation. People
want to take the feeling of home when they use then service of Airbnb but since it is not easy
to manage all the homes and the way in which they provide their services.
Benefits of sentimental analysis and increasing digitalisation
Sentimental analysis allows the company to frame their business process in a manner that is
widely demanded by the audience. Sentimental analysis allows the company to analyse the
things that are affecting the sentiments of the people. These sentiments are essential for
improving the way in which companies are able to deal with their customers. It helps the
company to understand the things that can add value to the business operations and the
overall product. This is also having a positive impact on the way in which company reads the
mind of the people so as to do the sale that supports their business model (Varma, et al.
2016). It also allows the company such Airbnb to provide the perfect search for the customers
so that their customer satisfaction to be on the higher side. It also helps a firm to increase the
effectiveness of marketing and hence increases the ROI of marketing. The platforms such as
social media allow a firm to manage the sentiments. This is done by managing the posts that
are done on the social media platform. The amount of interest that is shown by the customers
towards any kind of advertisements allows a firm to check the sentiments of the people and
this helps them in improving the way in which they are doing the business. In the comments
for Airbnb it can be easily seen that people are highly hurt when they do not get services as
per their demand. They feel frustrated when their last moments planning get ruined or their
stay at any place is not up the expectations. Sentimental analysis gives overall view of the
perception of the people about the company and their products. Sentiments of the people
changes from culture to culture and the type of business that is done by the Airbnb this
cultural differences plays a very essential role. By doing sentiment analysis company can
easily understand what is the cultural demand of the people (Chang, 2017).
Digital mode of business has allowed the firm to manage their business more easily and
efficiently. It also helps a firm in improving the standards of the company’s engagement
program with the customers (CARTER and DEAR, 2018). Increasing digitalisation allows
the company to do business in the larger area. It also allows the company to gain feedbacks at
larger speed and improve the performance of the company. Since Airbnb operates in multiple
countries in various parts of the world hence need good digital infrastructure so as to improve
their performance, at the same time manage operations at the worldwide level. Digitalisation

8
allows the company to improve the ways in which they understand the actual demand of the
people. It also helps the companies to increase the chances of their sales as the products are
sold as per the consumer demands (Ju, et al. 2019). More options are shown to the people
with the help of online websites and app based services. Increasing digitalisation allows a
company to interact with the customers. This increases trust between the company and the
customers. As it can be seen through comments that people are unable to get proper response
from the side of the company hence Airbnb can use advanced communicational technologies
to increase the customer satisfaction.
Limitations of utilising sentimental analysis
This analysis does not show the trends upon which customers will move towards in future as
it mostly concentrates on current aspiration of the customers from the company. It also does
not give details about the things that can be done so as to improve the internal operations of
the company. Sometimes sentiments are over judged and it is seen that people do not carry
these sentiments for the longer time and hence it cannot be the basis of making important
strategies (Ge, Alonso Vazquez and Gretzel, 2018). This analysis is not based on any kind of
framework hence appropriateness of the analysis and the results obtained is always under the
questions. This analysis also does not provide the details of things that are changing the
sentiments of the people.
Conclusion
From the above based report it can be concluded that sentimental analysis is important in the
modern day business. Digital technologies help the company to better understand the
sentiments of the people. The sentimental analysis based on the consumer comments is
showing that most of the people are supporting the innovative idea but they are highly
disgraced by the services being provided by the company. They have not been able to deliver
the value preposition at the time of service delivery. It is to be noted that this company has
potential to deliver the value preposition at the time of interaction. This can be easily done
with the use of advanced technologies especially the artificial intelligence communication
mediums.

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Recommendations
After doing the sentimental analysis of the Airbnb, there are several challenges that can be
identified. It is recommended that company should advance their infrastructure that supports
artificial intelligence. This will help the company to remove the challenges that occurs due to
human errors. It will also process the operations such as refunds smoothly and at faster rate. It
is also the future of the industry hence company will be ready for the future (Weismayer and
Pezenka, 2019). More early company will starts investing in these new technologies more is
the chance of their success. It is also recommended that company makes strict policies
against the hosts who cheats or charges extra from the clients. Last moments cancellations
should not be tolerated. It is also advised that research of the market must be done with the
help of technology as it is a faster and provides reach to large numbers of people in a very
short period of time. In the modern day marketing, research is very essential so as to gain
competitive advantage in the market. It is also recommended that company provides some
kind of basic trainings to the hosts so that they can treat the customers appropriately as this is
the major thing that drives customer satisfaction (Hajibaba and Dolnicar, 2018). It is also
essential that company makes a universal policy for refunds as clients most of the time gets
frustrated because they do not know whether they are going to get refund for their claims or
not and what is the amount that they are going to get in the form of refund.

10
REFERENCES
Camilleri, J. and Neuhofer, B., 2017. Value co-creation and co-destruction in the Airbnb
sharing economy. International Journal of Contemporary Hospitality Management, 29(9),
pp.2322-2340.
CARTER, S. and DEAR, R., 2018, October. Humans Can Be Cranky and Data Is Naive:
Using Subjective Evidence to Drive Automated Decisions at Airbnb. In Ethnographic Praxis
in Industry Conference Proceedings (Vol. 2018, No. 1, pp. 466-481).
Chang, W.L. and Wang, J.Y., 2018. Mine is yours? Using sentiment analysis to explore the
degree of risk in the sharing economy. Electronic Commerce Research and Applications, 28,
pp.141-158.
Chang, W.L., 2017, December. Using sentiment analysis to explore the degree of risk in
sharing economy. In 2017 IEEE International Conference on Big Data (Big Data) (pp. 2701-
2709). IEEE.
Cheng, M. and Jin, X., 2019. What do Airbnb users care about? An analysis of online review
comments. International Journal of Hospitality Management, 76, pp.58-70.
Dann, D., Duong, M.H., Hoeven, E., Teubner, T. and Weinhardt, C., 2018. How Airbnb
conveys social and economic value through user representation. In Proceedings of the
Workshop on Designing User Assistance in Interactive Intelligent Systems (pp. 32-43).
Dobronte, A. 2018. How Startups like Airbnb Measure Customer Satisfaction. [Online]
Available at: https://www.checkmarket.com/blog/customer-satisfaction-startups/. [Accessed
on 19th March 2019]
Ge, J., Alonso Vazquez, M. and Gretzel, U., 2018. Sentiment analysis: a review. Advances in
Social Media for Travel, Tourism and Hospitality: New Perspectives, Practice and Cases,
pp.243-261.
Hagge, M., von Hoffen, M., Betzing, J.H. and Becker, J., 2017, July. Design and
implementation of a toolkit for the aspect-based sentiment analysis of tweets. In 2017 IEEE
19th Conference on Business Informatics (CBI) (Vol. 1, pp. 379-387). IEEE.

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Hajibaba, H. and Dolnicar, S., 2018. 6 Airbnb and its Competitors. PEER-TO-PEER
ACCOMMODATION NETWORKS, p.63.
Ju, Y., Back, K.J., Choi, Y. and Lee, J.S., 2019. Exploring Airbnb service quality attributes
and their asymmetric effects on customer satisfaction. International Journal of Hospitality
Management, 77, pp.342-352.
Ke, Q., 2017, June. Sharing means renting?: An entire-marketplace analysis of airbnb.
In Proceedings of the 2017 ACM on Web Science Conference (pp. 131-139). ACM.
Lawani, A., Reed, M.M.R., Mark, T. and Zheng, Y., 2018. Reviews and price on online
platforms: Evidence from sentiment analysis of Airbnb reviews in Boston. Regional Science
and Urban Economics.
Libert, B., Wind, Y. and Fenley, M., 2014. What Airbnb, Uber, and Alibaba have in
common. Harvard business review, 11, pp.1-9.
Palos-Sanchez, P.R. and Correia, M.B., 2018. The collaborative economy based analysis of
demand: Study of airbnb case in spain and portugal. Journal of theoretical and applied
electronic commerce research, 13(3), pp.85-98.
Sanchez-Vazquez, R., Silva, J. and Santos, R.L., 2017, August. Exploiting socio-economic
models for lodging recommendation in the sharing economy. In Proceedings of the Eleventh
ACM Conference on Recommender Systems(pp. 260-268). ACM.
Tode, C. 2018. Airbnb uses push notifications to drive customer satisfaction. [Online]
Available at: https://www.retaildive.com/ex/mobilecommercedaily/airbnb-enlists-in-app-
push-notifications-to-drive-customer-satisfaction. [Accessed on 19th March 2019]
Trustpilot, 2019. Airbnb reviews. [Online] Available at:
https://www.trustpilot.com/review/www.airbnb.com?page=1. [Accessed on 19th March 2019]
Varma, A., Jukic, N., Pestek, A., Shultz, C.J. and Nestorov, S., 2016. Airbnb: Exciting
innovation or passing fad?. Tourism Management Perspectives, 20, pp.228-237.
von Hoffen, M., Hagge, M., Betzing, J.H. and Chasin, F., 2017. Leveraging social media to
gain insights into service delivery: a study on Airbnb. Information Systems and e-Business
Management, pp.1-23.

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Weismayer, C. and Pezenka, I., 2019. Drivers of Emotions in Airbnb-Reviews.
In Information and Communication Technologies in Tourism 2019 (pp. 67-79). Springer,
Cham.
Zervas, G., Proserpio, D. and Byers, J.W., 2017. The rise of the sharing economy: Estimating
the impact of Airbnb on the hotel industry. Journal of marketing research, 54(5), pp.687-705.

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APPENDIX
S.N
o
Review Source Score Review
sentiment
1. Really like using Airbnb for the value and the
handiness of being able to instant-book. No bad
experiences whatsoever.
Trustpilot +1
2. Excellent customer service received from Ana
today in regards to an issue with accessing my
account. I received a call back when promised and
a swift resolution.
Trustpilot +1
3. They are BAD PEOPLE! Trustpilot -1
4. Awful customer service! I am a host and they
avoid contact at all cost - dozens of phone calls
and nothing. Left standing on the corner by
Airbnb.
Trustpilot -1
5. Used twice. Both times have been with trusted
people and the places were accurate to the
description and photos online.
Trustpilot +1
6. Such a bad experience that ruin my vacation be
careful when you book anything in this site I
refused to stay in the property and cancelled my
reservation now is a night mare to get my refund.
Trustpilot -1
7. Horrible experience with rats, droppings and an
extremely dirty flat. Airbnb could not care less
about it. Avoid using It!!
Trustpilot -1
8. had a very bad experience with Airbnb
Please avoid
Trustpilot -1
9. Charged twice and I've to wait 5-15 days for a
refund.
Comms good but unsatisfactory delay in
Trustpilot -1

14
repayment.
10. As a traveler, airbnb should be the best option that
compromises price, quality and service. Why do I
find myself in more and more let downs, not
asking for much!
Trustpilot +1
11. I booked a villa and they cancelled the booking
and kept the service fees
Ripped off
Trustpilot -1
12. Awful experience with a nightmare host. We will
never ever use AirBNB again. Our first booking
but the listing was totally inaccurate and AirBNB
sided with the host even with photographic proof
and copies of phone records. AVOID at all costs!
Trustpilot -1
13. I booked an apartment in Sydney nearly 2 months
ago. Suddenly it was cancelled. I suspect because
it was a long weekend, and the owner could get
more money for it. It was a very important trip for
me. Will never use Airbnb again! Rubbish!!!
Trustpilot -1
14. Not surprising that it has such low ratings, but let's
be honest - it's a great company, even if it isn't
perfect!
Trustpilot +1
15. Horrible company. No concern for customer. Went
to check in and was totally misrepresented. Was
unsafe and afraid to get out of my car. Had to go
home and have no vacation and got no refund
because no one else complained about the
property.
Trustpilot -1
16. Airbnb is a nightmare if you're used to full service
hotels. Hosts are often entitled, and picky, and
expect 5 star reviews for 1 star service. Recently,
we stayed in an airbnb, and caught the host looking
through our things while we were out exploring the
city.
Trustpilot -1

15
17. Host support is horrible. If theres a dispute, or z
guest breaks something, the ruling is always for
the guest. No advice on listings.
Trustpilot -1
18. I got a great place to stay for a whole month with
no complaints.
Trustpilot +1
19. Horrible company. No concern for customer.Their
customer service agents are unprofessional and of
no help at all. I was so disappointed by their
customer service quality.
Trustpilot -1
20. I had a complaint about a b and b which was
infested with bed bugs and Air Bnb dealt with this
really quickly. I got a full refund due to
photographic evidence.
It took less than 48 hours to sort out and hopefully
the owner has now sorted this issue by getting pest
control.
Trustpilot +1
21. Absolutely terrible service . My booking was
cancelled within 24 hours and refund was 15
WORKING days . My holiday absolutely ruined.
Trustpilot -1
22. Great website as it was simple to find a place I
wanted to stay and allowed me to communicate
with the homeowner easily.
Trustpilot +1
23. Horrible costumer support Trustpilot -1
24. I just join the choir of negative reviews already left
for this Company. It is total risk, if something goes
wrong they won't help and you take all the risk of
failure. Advice not to use them!
Trustpilot -1
25. Had my reservation cancelled and account
terminated due to a criminal record that is more
than 20 years old. I feel very frustrated and
disscrimanated
Trustpilot -1
26. Be sure to read the reviews and you will get an
excellent stay experience! i stayed on a hostel in
singapore and it was a marvelous experience, i'd say its
Trustpilot +1

16
better than staying in an one or two stars hotel.
27. Absolutely atrocious business/service
Multiple cancelled booking, cancelled by the host,
last minute (less than 48 hours before arrival. No
help, no support from AirBnb just a giant 'go f***
yourself'
Trustpilot -1
28. Great app! Easy to find the places i am searching
for and easy to communicate with the house
owners.
Trustpilot +1
29. Awful. From all my bookings half of them was
cancelled. If you need guarantees try other service.
Trustpilot -1
30. Never book this company you will never get a
refund if you cancel, even 3 days out the room will
get listed again and the host will make double the
money.
Trustpilot -1
31. wrongfully accused of breaking a host shower
nozzle and they charged me $153 for no reason .
Power-hungry Airbnb only trusts the Cashcow host
once again the average Joe gets pulverized
mincemeat
Trustpilot -1
32. It was a nice idea, till the guests trashed my
apartment and the guests and the company refused
to cover the costs. Wasn't worth it
Trustpilot -1
33. I had to cancel a booking with plenty of notice but
still got charged a service fee by air bnb of £56.25
which seems extortionate and it is not highlife D
when you book I assumed I could get a ful refund
at this stage. BEWARE
Trustpilot -1
34. Too much hassle just to reserve a crumby room.
Never again!!!!!!!!!!!!!!
Trustpilot -1
35. Whatever you do don't book Air BnB. They
cancelled my trip the day before and said I was
locked out for security issues out of the blue the
Trustpilot -1

17
day before. They couldn't get me rebooked and I
have an entire work crew now without a place to
stay.
36. Cheating customers!
Airbnb probably has financial problems, as they do a
lot of unauthorized charges to your credit card.
Avoid!!!
Trustpilot -1
37. They kept service charge even though I cancelled
same day 8 days prior to stay. Avoid!
Trustpilot -1
38. Had good experience, you need to look in depth as
reviews etc . ' A Min Review' channel has a minute
review on Airbnb pros cons & bonus link too.
Regards
Trustpilot +1
39. First of all, they are well enough. But sometimes,
the places I stay don't make me feed secure. Their
customer service is good though.
Trustpilot +1
40. Love the app and that Airbnb is forward thinking
for its hosts and guests.
Trustpilot +1
41. Worst customer service I've had in so many years I
can't remember. All I get is pushed around from
one person to another. They have no one who can
actually do their job. This is the second problem of
the same exact nature.
Trustpilot -1
42. Great idea, but service is poor. Trustpilot -1
43. Booking was easy. My apartment was not exactly
as it looked on the site but all in all not bad for the
money.
Trustpilot +1
44. Do not use this web site. Their is no way to contact
customer service. They do not meet their 24 hour
response. It is a JOKE!
Trustpilot -1
45. Terrible Company! They steal from you. Never
trust them!
Trustpilot -1
46. Conditions and especially customer service isn't
good. The case I've been waiting to be solved took
almost a year!
Trustpilot -1

18
47. This company is such a scam. Will never use them
again. Last place I stayed in was so disgustingly
dirty and Airbnb did nothing to resolve it, didn’t
even respond to me. Nope, staying in the hotel next
time and will make sure to tell everyone I know
not to use them.
Trustpilot -1
48. Reading different reviews I think some of you are
expecting a 5 star hotel, you can find them on
booking.com
Airbnb has been a very good way for me to travel
on a budget, im happy it exist.
Trustpilot +1
49. great experience! Trustpilot +1
50. You are better off booking at a hotel . At least
you’ll get a refund if you cancel over a month in
advance of your trip. Not so with Airbnb. You only
get 50% of the TOTAL reservation.
Trustpilot -1
51. I booked homestay for three nights in Shillong,
India. Due to medical emergency of my mother i
had to cancel my bookings. I got in touch with
their customer care. Within three working days I
got full refund.
My experience with their customer service was
good.
Trustpilot +1
52. They take no responsibility for lies and horrible
experiences. They say they have no control.
Worthless. Stick to a hotel!
Trustpilot -1
53. Looked beautiful on the website but bags of trash
were sitting on the sidewalk b6 the front door. Sat
there for days. Disgusting.
Trustpilot -1
54. The worst customer service I have ever
experienced.
Trustpilot -1
55. A fantastic way to vacation around the world,
Wonderful hosts, beautiful homes to stay in, very
Trustpilot +1

19
cost effective,
56. Love the plateform to rent a house anywhere.
People with good reviews are nice host/guest. I
recommand!
Trustpilot +1
57. Very unclear cancellation policy. Non-existent
customer service. Got ripped of cancelling way in
advance for reasons out of my control. Will never
use again.
Trustpilot -1
58. Complete SCUMBAGS!.... Stay AWAY! Trustpilot -1
59. good experience to start, had to leave early though Trustpilot +1
60. Tried to book two houses this week...Never got a
response on either...Waisted 48 hours with this
terrible company...Booked direct with other
property mgr. at nearby property!!
Trustpilot -1
61. The accommodation was a pleasant room with
good views. Bus transfers were close to the
property. The host was very helpful and the
continental breakfast was pleasant.
Trustpilot +1
62. No help. Stayed in a filthy place. Airbnb protected
the owner and argued with us even though we
showed proof with pictures of the disgusting home
Trustpilot -1
63. A company taking it's ethical responsibilities
seriously, well done!
Trustpilot +1
64. Air bnb is the worst. save your money and book
direct with hotels that have customer service.
Trustpilot -1
65. They don't want to refund you and making up
excuses. Dont use this scam website
Trustpilot -1
66. You are NOT allowed to leave negative honest
feedback so it’s misleading booking anything with
good reviews as the bad ones don’t get published!!
Avoid booking with air bnb!!!
Trustpilot -1
67. Would give zero if possible, this service is
garbage.
Trustpilot -1

20
68. Airbnb as a set up are a disgrace. They should be
ashamed. But I’m guessing they’re not. Money for
nothing. Outrageous!
Trustpilot -1
69. airbnb has always been the first pace to look into
when I wanna go to a trip. Once when the host
didn't show up , they sent me to a hotel with their
costs. I think they really take their business
serious.
Trustpilot +1
70. Although they charge a hefty fees but I will
recommend it for family holidays. You got enough
space unlike one hotel room and home
environment.
Trustpilot +1
71. Airbnb is not reliable website. Reviews are not real
on flats.
Trustpilot -1
72. this is not the first time I’m staying in a place with
all wonderful reviews , where there is bedbug
infestation and cockroaches. Can’t sleep the
second night. I start to seriously question the
geuinenes of the reviews.
Trustpilot -1
73. Criminal empire.
Buys up large buildings and turn them into hotels,
so that we citizens become homeless.
Trustpilot -1
74. I love this site. I never use hotels when I travel now! Trustpilot +1
75. Had an issue with the apartment owner, which Air
Bnb resolved extremely well. Josh based in the US
was great with our case. Top class customer
service.
Trustpilot +1
76. Stay was average. Trustpilot -1
77. Extremely bad customer service. I have no words
how unhelpful they are!!!!! I will never use them
again !!
Trustpilot -1
78. Very bad customer service. They won't care about
host and they won't care about guest. They care
Trustpilot -1

21
only about their amount of the commission.
79. Had really bad experiences with airbnb. From
communicating with those renting their spaces to
discriminatory actions. There are many other more
user friendly options other than Airbnb.
Trustpilot -1
80. The hosts cancel with alarming frequency. Most
recently they cancelled 4 days before our trip!
Don't use airbnb!
Trustpilot -1
81. Airbnb closed my account after they collected
thousands of dollars from me. scam company with
a website, just think of 2 crooks running it, they
don't even own anything, they just try to boss
around landlords when they use the site.
Trustpilot -1
82. Extremely user unfriendly website. It was a
nightmare to cancel bookings.
Trustpilot -1
83. Rented a nice apartment in Paris. Everything inside
was as described. Did not encounter any issues.
The people seemed pretty reliable.
Trustpilot +1
84. Very useful service. Trustpilot +1
85. I normally head straight to air bnb however after
hearing they are banning Jewish affiliation then I
have no option but to ban them. It's disgusting that
an organisation can discriminate against one race
and feel it's acceptable.
Trustpilot -1
86. Airbnb is not good. House says they have certain
things, and they are broken, dirty, repersentatives
say they will refund a certain amount and it never
got refunded. Only to ask about it and it changed
to a 3rd of what they were going to. DON'T USE
AIRBNB!.
Trustpilot -1
87. Pathetic customer service, zero help with an issue
at the flat. Will never use it again . Deleted the app
!
Trustpilot -1

22
88. PLEASE AVOID! Lost tons of money to a phony
company and hosts that play hardball whenever
they can
Trustpilot -1
89. They scam people. Horrible site that does not look out
for the clients, they allow host to lie about properties
and refuse to refund money. Do not use this site.
Trustpilot -1
90. All good,use them already more than 10 times Trustpilot +1
91. Waste of time, booking cancelled on day of
departure.
Trustpilot -1
92. Airbnb is terrible. Do not us them! Why would you
when you have other far better choices. They are
arrogant and incompetent and just plain not smart!
Trustpilot -1
93. Do not trust any host at all, because the host can
change the comments from the visitor and put
whatever he/she liked. There is no credibility on
this site.
Trustpilot -1
94. Airbnb is my preferred way to travel - I get to hang
out with locals and stay in a real home! There's
been good inventory wherever I look, even when I
book just a few days ahead of time.
Trustpilot +1
95. Stole our money. We booked a place in the UK, we
called over and over to get the key with no answer.
Called Airbnb they deactivated our account and shut us
out. No refund, no call backs.
Trustpilot -1
96. Worst experience in my life plus the mistake to
pull out from Israel I will never use this app again
Trustpilot -1
97. AWFUL - stay away. I am a host who had a
problematic guest - they have offered no help no
support, even dropping calls when they dont want
to engage with me about the issue STAY AWAY
Trustpilot -1
98. Airbnb rips off hosts. Their cancellation policy is
unreasonable and their reps are as educated as high
school dropouts. Use HomeAway, their policies are
Trustpilot -1

23
way better.
99. rubbish ban me without reason i ask them explain
me they alway say i violate terms condition
Trustpilot -1
100. Airbnb is not providing full information about the
property to make you pay more. They block you if
you are trying to find this out from the host
directly. For this you pay 15% service fee.
Trustpilot -1
101. Also very bad customer service if you are a guest.
Truly awful, disappointing, and I really wonder
why people still use this.
AirBnB is a total ripoff for nothing in return.
Trustpilot -1
102. Brilliant idea and service, I always use when I go
away as cheaper than hotels
Trustpilot +1
103. This company is a group of Anti-Semites. They
hate Jews and the jewish state. If you want to help
a group of storm troopers this is the company for
you.
Trustpilot -1
104. No customer protection, Host can choose to cancel
you stay when they want. Very poor website.
Trustpilot -1
105. Used few times and usually hosts was nice,
tho once searching offers i would like to see them
with all coasts already included, taking much
longer to find right offer if i do need to manually
add them
Trustpilot -1
106. They just take your money and the host are rude,
accommodations are of bad standards. Stay away,
hotels are much better.
Trustpilot -1
107. They are just idiots Trustpilot -1
108. AirBnb should be cheaper than booking a hotel room
but it always the other way around. And most house
owners are hard to deal with.
Trustpilot -1
109. Hard to get refund when host cancels on you half
hour before arriving at their place.. A week and
Trustpilot -1

24
still no refund
110. Airbnb has decided to not allow jews to host
homes with them . EVERYONE WHO CARES
ABOUT TRUTH AND FAIR TREATMENT
PLEASE DO NOT USE THIS CONPANY .GO
ELSEWHERE
Trustpilot -1
111. Excellent place to rent you spare rooms Trustpilot +1
112. So nice to stay in homes all atound the world! This
is a excellent idea! I use it all the time!
Trustpilot +1
113. I spent a lot of time researching and booking a
condo. The host sent a stupid question response to
my booking and because I did not immediately
respond he canceled my reservation.
Trustpilot -1
114. Very unprofessional customer support! I will not
use this website again!
Trustpilot -1
115. Truly brilliant customer service the only problem
is with guests not reading the listing properly
before making a booking.
Trustpilot +1
116. I think it is ok, but prefer hotel. Trustpilot -1
117. I have used AirBnB 3 times now, and have been
rather pleased. I like the places that has been
offered, the quite informal contact with the
owners, and also some arrangements associated
with the stay, offered by AirBnB.
Trustpilot +1
118. Absolutely dreadful company. Trustpilot -1
119. Very bad experience. Need proper. Trustpilot -1
120. Airbnb is a great platform that bring hosts and
guest together! Thank you!
Trustpilot +1
121. Shocking company,just want your money then
make excuses when THEY cancel an
accommodation, don't want to refund !!! MY
ADVICE SREER CLEAR!!!
Trustpilot -1
122. stupid..they stolen my money Trustpilot -1

25
123. Always have had a good experience. Sometimes
pictures are old but....just keep that in mind and
read RECENT reviews.
Trustpilot +1
124. This is scam company, be expected that your host
can cancel your reservation at any time!!! We
would stay at home because prices on hotels for
holiday are extra high especially last minute call.
Trustpilot -1
125. Great experience. As a lone traveller i was wary but
didnt have anything to worry about. Would use again.
Trustpilot +1
126. Host cancelled same day, when prices have risen
x4 and almost no available other accomodations.
Airbnb did not help at all and offere mere 10%
refund. Absolutely disgusting, stay away.
Trustpilot -1
127. Airbnb isn't even my second home, it's my home.
Fantastic customer service whenever they have
been called upon but in truth, that's extremely rare.
Wonderful service.
Trustpilot +1
128. Got cheated by a host, but AirBnb customer service
was unable to do anything for us and after several pleas
just stopped responding.
Trustpilot -1
129. Airbnb is one of the best options to stay during
your holidays. I am using this for years and I
cannot be happier.
Trustpilot +1
130. Never again to book with Airbnb. The house was
filthy and i have pictures of duvets and bed sheets
that has blood spots on it from the house we rented
on new years ee and they refuse to refund us the
money for not sufficient evidence. They are scam.
Trustpilot -1
131. Very bad customer service, not helpful at all. Trustpilot -1
132. Rats, mold in the walls and floor, broken
appliances, broken furniture. Both my wife and I
developed respiratory problems along with
headaches.....
Trustpilot -1

26
Airbnb don't consider this grounds for a refund!!
133. As Airbnb host I have experienced more than once
1th class service, unfortunately a rare but
wonderful experience that a big company cares
about all their clients big or small. Well done
Airbnb.
Trustpilot +1
134. Clean and quiet. Trustpilot +1
135. Tragic customer service.. Trustpilot -1
136. We stayed at a place that ended up being a
converted tool shed infested with BED BUGS.
Airbnb wouldn't do anything about it even after
sending proof via photos.
Trustpilot -1
137. Pretty happy with my purchase Trustpilot +1
138. Hard to get a reply if you have an issue! Trustpilot -1
139. Watch out when booking. The fee stated jumps up
at the payment stage, for no good reason. Totally
unacceptable and I've yet to get an apology or
refund from them.
Trustpilot -1
140. awful company, still owes me a 300 euro refund 1
year later.
Find another way to plan your visits or suffer their
money-grubbing ways
Trustpilot -1
141. Our property was filthy and damp beyond belief,
the fridge was full of blue and green mould, health
and safety hazard!! The smell took your breath
away as you entered the property
Trustpilot -1
142. Beware of this company and do not make mistake
with any bookings even minutes after mistake and
you have contacted owner and owner agrees they
charge you CON MEN FROM USA
Trustpilot -1
143. Self catering apartment . No plates ,cutlery or
glasses. Microwave and toaster were also missing.
Trustpilot -1
144. Awful company. Overcharged me by £400 3 weeks
ago and refusing to give it back, despite admitting
Trustpilot -1

27
they overcharged me. Will never use them again
and told all my friends and family not to bother.
145. Cancelled accommodation at the left minute ,
probably because she got a better offer. Left us
stranded. Her name is Michelle in Sydney and then
phoned air bnb who were just as useless.
Trustpilot -1
146. Horrible service. Horrible guests. Do no host Trustpilot -1
147. Had an issue with my booking, Airbnb staff were
very quick to respond and followed up several
times..Very comforting.
Trustpilot +1
148. Hit or miss with AirBNB. It's not a hotel and
you're at the mercy of the host. Use a hotel if in
doubt. But I've also had wonderful experiences.
Weed out the suspects.
Trustpilot +1
149. Be ware of bad hosted properties. IE owners who
do not reply, Airbnb needs to have immediate
bookings be the forefront of their business.
Trustpilot -1
150. They said I could cancel my reservation with a full
refund, but instead they charges me 62 euros
"Guest fee" (19% of the total costs) without clearly
noticing. Don't book at Airbnb!
Trustpilot -1
Polarity of Sentiments

28
Artists
Executives
Health Practitioners
legal
Journalist
Sales/ Marketing/PR
Software ddeveloper & PR
Scientist/Researchers
sportsperson & trainer
Students
0% 20% 40% 60% 80% 100%
positive
negative
Pie chart that shows the value of positive and negative comments given by people from
different profession.
8.89% 4.44%
8.89%
11.11%
13.33%
6.67%
8.89%
15.56%
15.56%
6.67%
positive
Artists
Executives
Health Practitioners
legal
Journalist
Sales/ Marketing/PR
Software ddeveloper & PR
Scientist/Researchers
sportsperson & trainer
Students

29
16.92%
9.23%
6.15%
13.85%
6.15%
9.23%
18.46%
4.62%
10.77%
4.62%
negative
Artists
Executives
Health Practitioners
legal
Journalist
Sales/ Marketing/PR
Software ddeveloper & PR
Scientist/Researchers
sportsperson & trainer
Students
7.50%
5.00%
10.00%
10.00%
5.00%
15.00%
10.00%
12.50%
15.00%
10.00%
Neutral
Artists
Executives
Health Practitioners
legal
Journalist
Sales/ Marketing/PR
Software ddeveloper & PR
Scientist/Researchers
sportsperson & trainer
Students