Airbnb
airbnb.com ↗In their words
“Our NPS for AirCover for a host is over 60. And this is after something happened to your home.”
“We track NPS, and it's the strongest it's been since the pandemic by far, and it's accelerating. And I think, again, it's not just the hard work the team is doing.”
“Airbnb showed stronger customer retention than Marriott, with 40% of 2017 platform users returning in 2018.”
NPS disclosures (10)
Airbnb's CEO reports NPS is strongest since the pandemic during Q1 2026 earnings call.
We track NPS, and it's the strongest it's been since the pandemic by far, and it's accelerating. And I think, again, it's not just the hard work the team is doing.
Since we launched our updated hosting quality system in 2023, we’ve removed over 400,000 listings, and have seen a reduction in customer service issue rates and credit card chargeback rates, while guest net promoter scores have improved.
As a result, customer service issue rates have decreased, and guest net promoter scores have improved. We’ve also made it easier for guests to find the best 1, 2 A reconciliation of non-GAAP financial measures to the most comparable GAAP measures is…
…Improve Guest and Host Net Promoter Scores • Improve payments security and reliability 15.0 % 10.6 % Technology •
For Hosts with an AirCover reimbursement request, the net promoter score has increased nearly 70 points since the introduction. 6 Airbnb-Friendly Apartments In Q4 2022, we announced Airbnb-Friendly Apartments, a program that helps long-term renters find…
Since launch, for guests that needed to be rebooked, the net promoter score for AirCover issues has already improved and in the rare instance where a Host cancels, guests are rebooking more than before.
Our NPS for AirCover for a host is over 60. And this is after something happened to your home.
For Hosts with an AirCover reimbursement request, the net promoter score has increased nearly 70 pts. AirCover for Hosts was so successful that on May 11, we introduced AirCover for guests, which protects them in the case where a Host cancels or the…
Airbnb uses Net Promoter Score to predict guest rebooking likelihood.
Retention disclosures (4)
Barclays analyst reports declining customer retention and engagement at Airbnb.
Airbnb uses Gen AI to enhance user experience and increase customer retention and loyalty.
Airbnb showed stronger customer retention than Marriott, with 40% of 2017 platform users returning in 2018.
Airbnb's hotel listings show nearly 90% customer retention, with guests returning for their next trip.
Lighthouse companies in Travel, hospitality & leisure
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.