Is Airbnb as bad as they say

Short-Term & Vacation Rental Discussions

Is Airbnb as bad as they say

Investor · Roswell, GA · Member since 2016 · 73 posts · 38 votes

My wife and I own a vacation rental in Panama City Beach, FL. We have typically used VRBO to list our property. I recently started listing on Airbnb as well and hoped that people with experience can provide some pointers about hosting on Airbnb.

I have heard many horror stories of a guest complaining and getting a full refund at the hosts expense. The plot of the story is usually about an innocent host being taken advantage of by a dishonest or unreasonable guest. Has this been your experience?

Are there any gotchas to be aware of? Have you had bad experiences that I might be able to learn from?

Thank you in advance for your experiences.

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Brett Deas

CO · Member since 2022 · 590 posts · 428 votes

No it isn't that bad, It's just easier to hear the horror stories than the good ones.

There are some warning signs you can see when they try and book (No reviews, immediately asking for a discount...), but for the most part they are pretty great.

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Trent Reeve
Atlanta · Member since 2022 · 716 posts · 645 votes
2y
we are also in PCB. my guest breakdown has been about 70% VRBO, 20% Airbnb and 10% direct bookings. Havent had an issue with a guest from ABB, havent had anyone i personally know have an issue. i would say there isnt much issue with guest from either platform.
2 Reply
Bruce WoodruffPro Member
Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
2y
I didn't have any bad guests either. That's a function of the host being proactive I think. But I found the customer service from ABNB to be poor whereas VRBO was generally very good.
Just my .02...
2 Reply
Mike GrudzienPro Member
Lender · Eugene, OR · Member since 2019 · 2k+ posts · 1k+ votes
2y
Airbnb SuperHost and VRBO Premier Partner. 10 years as a Host in Eugene, OR. Originally traffic was 80% VRBO, 20% Airbnb. Ten years later: 90% Airbnb, 10% VRBO. Both platforms have provided vetted Guests, no issues.
2 Reply
Brett Deas
CO · Member since 2022 · 590 posts · 428 votes
2y
No it isn't that bad, It's just easier to hear the horror stories than the good ones.
There are some warning signs you can see when they try and book (No reviews, immediately asking for a discount...), but for the most part they are pretty great.
4 Reply
Kyle Momany
Real Estate Agent · Tampa, FL · Member since 2018 · 144 posts · 132 votes
2y
I'll piggy back on what everyone else has said. I haven't had many issues like that on BNB. BUT, when I did I read through all of BNB's policies and included any of their wording when making a case for myself.

For example, we had guests book under a parents name than we of course had issues with them so they faked some things to try and get a full refund. I was able to argue it because the parent who booked it wasn't there. I'd recommend just reading the policy thoroughly whether you've got an issue or not.

I'll also add, being a super host helps. If the first person you talk to doesn't decline their request, call back later.

Best of luck!
3 Reply
Andrew SteffensBusiness Member
Tampa, FL · Member since 2022 · 4k+ posts · 3k+ votes
2y
We manage around 70 units in FL ranging from 1BR apartments to 7 Bedroom Beachfront Mansions. We are on Airbnb/VRBO as well as 13 other channels and our mix is 40% Airbnb 30% VRBO 30% other (roughly). However, by unit it can vary wildly with the smaller units and more urban units go more for Airbnb and the bigger and beach markets go higher for VRBO. The guests as a whole I would say are better and I tend to see a bit older crowd on there. That aside, if there is a guest looking for any sort of refund, VRBO is way better to deal with. They are pretty hands off and Airbnb is pretty hands on and can issue arbitrary refunds for a myriad of reasons.
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2 Reply
Olivia Sequin
Member since 2023 · 4 posts · 2 votes
2y
I had one horror story where a guest's kid flushed a fake plant down the toilet and it resulted in a $4,000 sewer line repair. That was my first and LAST booking through Booking.com. Booking.com does not provide any insurance like Airbnb does.
After that, I doubled down on my insurance by using a company called Superhog. It is $10 per booking to insure against $500-$5M in accidental or intentional guest damages. I have also heard that Waivo is another good supplemental insurance.
Important- This is not a replacement for landlord/ property insurance.
2 Reply
Michael BaumPro Member
Olympia, WA · Member since 2016 · 8k+ posts · 7k+ votes
2y
Hey @Brian Erlich, so we are on both of course. Right now we are 50/50 on bookings for 2024.
I will say that I think VRBO brings a better guest than AirBNB. It's not that they are terrible or anything.
With AirBNB guests, you can sometimes expect the house to be in worse shape. Dirtier, disorganized, more stains on the towels and sheets, etc.
The worst damage we have had were all AirBNB guests. One broke a window (not the glass but the locking bar.) which requires a new window. One destroyed the futon in the master coffee bar area.
None of that has stopped us nor really caused a big problem. I turned in for damages and AirBNB paid both times in 2 days. For the window it was $937 to replace it. Which I didn't. I removed the one locking tab and it still locks with the other tab. It will eventually get replaced but so far so good.
I asked for $200 for the futon. No problem. I actually found a very nice one free on Craigslist. Right size and easier to go from couch to futon. Just the frame, no mattress. You can find futon frames all over the place for free if you look.
Otherwise everything has been just fine. I wouldn't let it keep me from using the platform. Too many folks use AirBNB.
Remember that I have had hundreds of AirBNB guests and most of the time they are just fine.
3 Reply
Nathan M kiefer
Rental Property Investor · south carolina and michigan · Member since 2023 · 348 posts · 226 votes
2y
the platforms have there flaws, we have air, vrbo, direct book, website etc.
i would say we have less issues with vrbo than air but the one issue we had, we submitted cost with air and received $2500 for some damage the guest did.
if your legit and on top of your game, take pics, save receipts and document; its not hard to get a reimbursement but the platforms have their flaws and when its said "any, all, always" regarding these platforms(or anything in life lol) etc there is usually someone wrong about that.
1 Reply
Karen BolyardPro Member
Real Estate Broker · NC · Member since 2024 · 10 posts · 4 votes
2y
Isn't VRBO an 8-9% fee and airbnb only 3% to the homeowner?
0 Reply
Brian Erlich
OP
Investor · Roswell, GA · Member since 2016 · 73 posts · 38 votes
2y
Quote from @Karen Bolyard:

Isn't VRBO an 8-9% fee and airbnb only 3% to the homeowner?

It can be, but they also have an annual fee option which is $499. For us, the visibility seemed worth using both platforms. We just hadn't had any experience with Airbnb and had heard some scary stories.
1 Reply
John UnderwoodPro Member
Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
2y
@Brian Erlich
I get 95% of our bookings from Vrbo.
I've not had any significant problems from Vrbo or Airbnb guests.
3 Reply
Manny Del Val
Investor · Satellite Beach, FL · Member since 2019 · 58 posts · 36 votes
2y
@Brian Erlich yes I just had this happen to me after 4 years of hosting with zero complaints. Airbnb sided with me multiple occasions but did the opposite and did not respond as they said they would have. I sent them a certified letter for an explanation. Needless to say I would not continue doing business with Airbnb they treat their hosts very badly
1 Reply
Brian Erlich
OP
Investor · Roswell, GA · Member since 2016 · 73 posts · 38 votes
2y
Thank you everyone for the great responses. This has been very helpful.
1 Reply
Brooklyn McCarty
Investor · Member since 2022 · 1k+ posts · 754 votes
2y
Brian - are there hosts who have bad experiences on Airbnb? Yes. Are there hosts that have great experiences? Yes. People just tend to complain more when things are going their way vs when they are, which in turn means that we hear about the bad ones more then the good ones.

There are also hosts that have bad experiences on VRBO. Right now, Airbnb is just what's popular so it's what people talk about.

Don't let this stop you. Airbnb spends millions of dollars a year of marketing. The best thing you can do is have a clear, concise listing and RA and that will help weed out a lot of rift raft.

Airbnb has been life changing for me and my husband, we have dealt with some real turds along the way, but overall we have had a really positive experience.
3 Reply
Mike GrudzienPro Member
Lender · Eugene, OR · Member since 2019 · 2k+ posts · 1k+ votes
2y
Spell check: the term is "riff-raff"
1 Reply
Bruce WoodruffPro Member
Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
2y
Quote from @Karen Bolyard:

Isn't VRBO an 8-9% fee and airbnb only 3% to the homeowner?

But you can use the yearly fee....or just bump your prices slightly for VRBO guests. And the lack of issues when using VRBO means you save a LOT of time and money...every little issue sucks your time and energy, and energy/time=money.
My experience was that I got more younger guests with ABnB...nothing against that, but the older guests I got through VRBO were considerably more mature, meaning less problems and petty issues.
1 Reply
Karen BolyardPro Member
Real Estate Broker · NC · Member since 2024 · 10 posts · 4 votes
2y
Quote from @Bruce Woodruff:

Quote from @Karen Bolyard:

Isn't VRBO an 8-9% fee and airbnb only 3% to the homeowner?

But you can use the yearly fee....or just bump your prices slightly for VRBO guests. And the lack of issues when using VRBO means you save a LOT of time and money...every little issue sucks your time and energy, and energy/time=money.
My experience was that I got more younger guests with ABnB...nothing against that, but the older guests I got through VRBO were considerably more mature, meaning less problems and petty issues.

Good to know, thank you @bruce woodruff
0 Reply
Karen BolyardPro Member
Real Estate Broker · NC · Member since 2024 · 10 posts · 4 votes
2y
I am just starting my first STR, thinking of hiring a co-host. Any opinions on doing this/ input on best way to structure it? I am very busy and thought it may be good to have some extra support to manage it.
0 Reply
Jeremy Jareckyj
Real Estate Agent · Salt Lake City, UT · Member since 2020 · 490 posts · 205 votes
2y
Quote from @Karen Bolyard:

I am just starting my first STR, thinking of hiring a co-host. Any opinions on doing this/ input on best way to structure it? I am very busy and thought it may be good to have some extra support to manage it.

Hey Karen! I cohost 100+ properties full time happy to give you any recommendations of things you should look for in a cohost . Feel free to shoot me a message.
1 Reply
Jeremy Jareckyj
Real Estate Agent · Salt Lake City, UT · Member since 2020 · 490 posts · 205 votes
2y
Airbnb tends to be willing to hear the host side a little bit more than VRBO does. I have had instances where people where trying to claim cleaning issues but my cleaner takes photos with time stamps on them and I sent that to airbnb and they denied the guests claim since the guest purposely tried to create a "cleaning issue" . It is rare but some people just suck.
2 Reply
Karen BolyardPro Member
Real Estate Broker · NC · Member since 2024 · 10 posts · 4 votes
2y
Quote from @Jeremy Jareckyj:

Quote from @Karen Bolyard:

I am just starting my first STR, thinking of hiring a co-host. Any opinions on doing this/ input on best way to structure it? I am very busy and thought it may be good to have some extra support to manage it.

Hey Karen! I cohost 100+ properties full time happy to give you any recommendations of things you should look for in a cohost . Feel free to shoot me a message.

0 Reply
Karen BolyardPro Member
Real Estate Broker · NC · Member since 2024 · 10 posts · 4 votes
2y
Awesome thank you I will! To clarify, I have a had a couple of STR in past but always used prop mgmnt company so hoping this will be a better option!
0 Reply
Joe Whitley
Member since 2024 · 28 posts · 11 votes
2y
Airbnb has been an excellent channel for me on my ST rental in Florida. Just ensure the house rules are clearly stated and a deposit is made prior to the rental. With a deposit on the line renters are much less likely to abuse the privilege.
1 Reply
Jeremy Jareckyj
Real Estate Agent · Salt Lake City, UT · Member since 2020 · 490 posts · 205 votes
2y
Quote from @Karen Bolyard:

Awesome thank you I will! To clarify, I have a had a couple of STR in past but always used prop mgmnt company so hoping this will be a better option!

I would make sure the listing stays on your account. the PM or cohost shouldn't have the airbnb listing on their account. In case you ever want to make a change you want to retain the rights to the listing with all the reviews.
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