Source-backed analysis10
Review basis
Research-based review: the AppDuo Editorial Team compiled it from official pages, documentation, app stores, press and user feedback, without hands-on testing. Every claim links to a source with the date it was checked.
10 reference sourcesInformation updated Nov 10, 2026
How we review
Airbnb Review
Book homes, experiences and services from hosts around the world
By AppDuo Editorial Team · Updated
- Web
- iOS
- Android
On this page
Decide at a glance
Our verdict
Airbnb suits travellers who want an entire home, a homestay or a locally led experience, backed by an app rated 4.5 to 4.8 out of 5 in the app stores and AirCover for guests. The trade-offs are sizeable service fees and a 1.2/5 Trustpilot score with recurring complaints about support and refunds.
Best for: Groups or families who want a whole home with a kitchen and several bedrooms
Skip it if: Travellers who need hotel-like consistency, since each host sets their own rules and standards
Pros
- Wide range of stays plus experiences and services in a single app
- AirCover for guests covers three clear cases: host cancellation, unreachable host and listings that differ from the description
- The App Store lists 54 interface languages; ratings are 4.7 to 4.8 out of 5 on the App Store and 4.5 on Google Play
Cons
- Guests pay 14.1% to 16.5% in service fees under the split structure, and hosts are charged too, which can lift listed prices
- Trustpilot shows 1.2/5 from 18,633 reviews with complaints about slow support, refunds and disputes, and notes the company has not replied to negative reviews (individual accounts, not fact-checked by Trustpilot)
All pros and cons · Who is it for?
Pros
- Search results show the total price for the chosen nights and a free-cancellation label
Cons
- AirCover is not insurance: the host must be notified within 72 hours, and trip delays or luggage damage are excluded
Best for
- Longer-stay travellers who prefer to compare neighbourhood stays over hotels
- People who like to book local experiences and services in the same app
Skip it if
- Anyone who wants flights and accommodation in one booking: Airbnb does not sell flights
Problems it solves
Experience & key features
What Airbnb is
Airbnb is a marketplace that connects guests with hosts renting homes, apartments and private rooms, plus experiences and in-person services such as chefs and massages. According to Wikipedia, the site launched on 11 August 2008 in San Francisco as Airbedandbreakfast.com, founded by Brian Chesky, Joe Gebbia and Nathan Blecharczyk. The company listed on Nasdaq on 10 December 2020.
How it works
You search by place, dates and guests, filter the results and message the host inside the app. Results show the total price for the chosen nights, star ratings and a free-cancellation label. For home bookings, AirCover for guests can rebook you or refund you if the host cancels, cannot be reached or the listing differs significantly from its description. The help page says minor issues such as a broken toaster are not covered.
Pricing and fees
Using the app costs guests nothing; they pay only for bookings. Airbnb runs two fee structures. Under the single fee, the host bears the full fee (15.5% for most) and guests see no separate service fee. Under the split fee, guests pay 14.1% to 16.5% and hosts typically 3%. When comparing with hotels, compare the final total rather than the nightly rate.
More analysis
Who it fits and who should compare
Airbnb is strongest for home-style stays, whole-home rentals and local experiences. If you want hotel price comparison, flights in the same booking or uniform cancellation terms, Booking.com or Agoda may fit better. It is also worth checking short-term rental rules at your destination, since many cities restrict them.
Screenshots
Plans & pricing
Prices last verified Nov 10, 2026
Khách đặt chỗ / Guest
PersonalFree
The app and website are free; you pay only for the stay or experience you book. Per Airbnb's service-fee page, under the split-fee structure guests pay 14.1% to 16.5% of the booking subtotal (the top of the range applies when paying in a different currency from the host's); under the single-fee structure the whole fee is deducted from the host's payout. The fee is shown in the price breakdown before you book.
- Free plan limits
- There is no paid tier for guests. Hosts pay the service fee: per the help page, most hosts pay 15.5% under the single-fee structure or 3% under the split-fee structure; service hosts typically pay 15% (minimum 6 USD) and experience hosts typically pay 20%.
- Free trial
- No free trial
Cancellation & refunds
Refunds depend on each booking's cancellation policy and when you cancel; the "Things to know" section of each listing states it. For home bookings, AirCover for guests can rebook you or give a full or partial refund (including service fees) if the host cancels before check-in, cannot be reached, or the listing differs significantly from its description. Guests must notify the host within 72 hours of discovering the problem, and the help page advises taking photos or videos as evidence. AirCover is not an insurance policy.
Privacy
The privacy policy (last updated 5 February 2026) says Airbnb collects account and identity data (including government ID or a selfie for verification), payment details, messages, call recordings, location and booking activity. Data is shared with other members when needed for a booking, with service providers and with authorities where required by law; public profile information may be indexed by search engines. Airbnb says it uses personal information to develop its AI and scans messages for fraud, and offers a preference setting to opt out of AI-model training use. The data controller is Airbnb Ireland UC for most countries outside the US; the data protection contact is [email protected]. Gap: retention is described only as "as long as needed".
Airbnb alternatives
7.2/10Booking.com
A huge stays marketplace with no booking fees and mostly free cancellation
7.2/10Agoda
Hotels, flights and activities booking, strong in Asia, owned by Booking Holdings
Frequently asked questions
Does Airbnb charge to use the app?
No. The app and website are free; you pay only for what you book. The service fee appears in the price breakdown before you confirm, or is borne by the host under the single-fee structure.
How much is Airbnb's service fee?
Per the help page, the split structure charges guests 14.1% to 16.5% and hosts typically 3%; the single-fee structure charges most hosts 15.5%. Services typically cost 15% (minimum 6 USD) and experiences 20%.
Is AirCover for guests insurance?
No. The help page states it is not an insurance policy and excludes issues such as trip delays or lost luggage. You must notify your host within 72 hours of discovering the problem.
Does Airbnb use my data to train AI?
The privacy policy says Airbnb uses personal information to develop its AI, and you can opt out through a preference setting.
Review evidence & sources10
Scores
- Ease of use
- 8.0
- Features
- 8.0
- Value for money
- 6.5
- Performance
- 7.5
- Support
- 5.0
- Privacy & security
- 6.0
Why this score
4.7 to 4.8 out of 5 on the App Store and 4.5 on Google Play, with search filters and total price plus cancellation labels in results. Held back slightly because cancellation terms differ per listing.
Why this score
Homes, experiences and in-person services in one app, with host messaging and trip management. It does not sell flights like full-service travel agencies.
Why this score
Free to use, but service fees of 14.1% to 16.5% (split) or 15.5% (single, borne by hosts) are a meaningful cost compared with competing booking sites.
Why this score
High ratings in both app stores, and the app is still updated regularly (version 26.45 on the App Store). No independent speed or reliability data, so the score stays moderate.
Why this score
AirCover and priority access to trained safety agents exist, but Trustpilot shows only 1.2/5, with repeated complaints about long waits and slow refunds and no company replies to negative reviews.
Why this score
Detailed policy with a DPO contact and an AI-training opt-out. Points lost for broad collection (ID, selfie, call recordings), message scanning and non-specific retention.
What users say
- App Store (Vietnam)4.7/5 · 7,433
- App Store (United States)4.8/5 · 703,522
- Google Play (Vietnam)4.5/5 · 1,985,070
- Trustpilot1.2/5 · 18,633
Sources
- storeApp Store listing (Vietnam)Nov 10, 2026
- storeApp Store listing (United States)Nov 10, 2026
- storeGoogle Play listing (Vietnam)Nov 10, 2026
- Vendor-providedOfficial help: Airbnb service feesNov 10, 2026
- Vendor-providedOfficial help: AirCover for guestsNov 10, 2026
- Vendor-providedOfficial help: Privacy PolicyNov 10, 2026
- Vendor-providedOfficial help: Terms of ServiceNov 10, 2026
- Vendor-providedOfficial help: Cancellation policiesNov 10, 2026
- Community-reportedWikipedia: AirbnbNov 10, 2026
- review-siteTrustpilot: airbnb.comNov 10, 2026
Specs & compatibility
- Developer
- Airbnb, Inc.
- Headquarters
- United States
- Launched
- 2008
- Category
- Travel
Capabilities
- Mobile app
Platforms
- Web
- iOS
- Android
Interface languages
- English
- Vietnamese
- Japanese
- Chinese
- Spanish
- French
- Korean
- German
- Portuguese
- Russian
- Thai
- Indonesian
Support
- Help center
Change history
- Update.Most recent privacy policy update as stated on the policy page.
- Feature.Airbnb launched Airbnb Services and a redesigned Experiences platform.
- Update.Airbnb announced a permanent ban on parties and events in listed homes; enforcement technology followed in August 2022.
Full change history (5)
- Company.Airbnb listed on Nasdaq, raising 3.5 billion USD.
- Launch.The site launched in San Francisco as Airbedandbreakfast.com.
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