# data[].attributes.body
Airbnb is a successful and established brand but struggles with customer reviews. The majority of complaints seem to be about the difficulty of achieving a refund, and the lack of standards. The worldwide nature of the brand means that standards in accommodation are not always achieved. Privacy is also considered an issue for consumers, with the hidden camera scandal being prominent in recent years.

# data[].attributes.body
Airbnb have had some bad new articles written about them, affecting consumer opinions.

# data[].attributes.headline
Evidence shows that they struggling with booking and refunding problems.

# data[].attributes.subject
Evidence shows that they struggling with booking and refunding problems.

# data[].attributes.body
The brand struggles with customer service, as shown in a lot of their Instagram comments and reviews.

# data[].attributes.body
Another issue is that the Airbnb is a third party, as it is just a platform on which hosts advertise their properties and the communication is between the consumer and the host.
If the host is unfriendly or unwelcoming it might ruin the consumer experience for staying at Airbnb, especially when there are some issues within the apartment. This is as if any issues arise and the apartment is not fit to be rented out, the company tells you to sort out any issues with the host. This can be a difficult way of sorting out your issues if you have unreasonable host or they are unable to help short notice.

# data[].attributes.body
Consumers  pick Airbnb and pay higher rates for space, quality, friendliness, and unique experiences. They are more likely to pick where to stay when hosts have a Superhost Badge status and if the comments reflect positively on the hosts and others consumers stay.