Which? names Airbnb accommodation booking site Recommended Provider

Which?, one of the UK’s leading consumer champion organisations, has awarded Airbnb its Recommended Provider status in the accommodation booking site category. Airbnb is the only company in the category to be recognised with the award this year.

The award is based on Which?’s own assessment criteria, plus customer scores and star ratings through a survey of nearly 5,000 members. The criteria covers customer service, functionality of site, transparency of fees, quality of stay and prices. Airbnb impressed for customer service and prices and performed well in each of the remaining criteria    

Patrick Robinson, Director of Public Policy at Airbnb, said, “This is a welcome endorsement from guests and Which? of the Airbnb platform and the diverse host community that makes it possible. It has been a difficult year for hosts, guests and the wider hospitality industry and we are proud to have secured this stamp of approval despite the challenges. UK hosts on Airbnb averaged 4.8 star reviews from guests over the past year and they look forward to opening their doors and welcoming guests again very soon.”

As part of its announcement, Which? noted that, “Airbnb was the only booking site to impress customers and the consumer champion enough to receive Which? Recommended Provider status. Despite the huge number of cancellations Airbnb dealt with during the UK’s lockdown, it impressed for customer service and on price. Its free cancellation filter and transparent and upfront refund policies – set by property owners – also impressed Which?, with flexible rebooking and refund options proving invaluable for many in recent months.”

See the full results on Which? here.