Airbnb
Airbnb operates an online marketplace that connects people seeking short-term lodging or experiences with hosts offering accommodations or activities, earning revenue primarily through service fees charged on each booking. The platform serves travelers and hosts globally across leisure and business segments.
- Marketplace & Booking Platforms
- Revenue
- $9.6B
- Employees
- 6,800
- Founded
- 2008
- Headquarters
- San Francisco, United States of America
What 99 Arbolus experts think of Airbnb
NPS scores indicate a strong positive skew, with 70% of responses rating 8 or above and a significant cluster at 10. Renewal intent is high among Influencers and Operations roles, especially with annual spends above $10,000. Most users are in the post-implementation or long-term use phase. Positive themes center around flexibility, broad property choices, and booking ease. Negative feedback mainly targets pricing unpredictability, inconsistency in property quality, and occasional customer support delays.Overall Customer Sentiment: Positive
Who reviewed Airbnb
- C-Suite 60% (59)
- Director 20% (20)
- Manager 19% (19)
Employer names and spend open in the full report, along with the other 96 customers.
Everything 99 customers told us about Airbnb.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
37 Net Promoter Score, from 99 scored reviews- Promoters 53
- Passives 30
- Detractors 16
Cumulative NPS by month
-1 over 6 months- May 9
- Jun 9
- Jul 9
- Aug 8
- Sep 8
- Oct 8
Net Promoter Score across 5 reviews, accumulated up to each month. Category median 37 across 5 companies.
Praised
- Convenient Booking Experience
- Property Variety and Flexibility
- Global Reach and Trust
- Personalized AI Recommendations
Criticised
- Competing Platforms with Better Value
- Standardization by Competitors
- Fee Increases and Regulatory Pressure
- Opaque Fee Structures
What customers say
Renewal intent
Plan to renew 82%Plan to renew, by seniority
- 83% 18 answers
- 67% 3 answers
- 100% 1 answer
- 8.4/10 Average score from customers who will renew
- 9/10 Average score from undecided customers
- 1/10 Average score from customers not renewing
Top alternatives
Most weighed by Airbnb customers
Report
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