An original analysis of 2,832,394 Airbnb guest reviews from 34 US markets, with 30 statistics on which amenities guests report broken or not working: locks and door codes, air conditioning, Wi-Fi, hot water, TV, hot tubs and heating. It gives the rate per 1,000 reviews, the share of listings with the amenity that drew a failure review, how each failure moves with the seasons, and how vacation markets compare with cities. Every figure is computed by RapidEye Research from public review and listing files published by Inside Airbnb (insideairbnb.com), and every pattern was hand-checked before publishing.
Key statistics
6 highlights from this report
Key statistics
Key takeaways
Guests report getting in and staying cool more often than anything else: lock and door code failures and air conditioning failures make up just under half of the failure mentions for the seven amenities counted here. Per review, hot tubs fail most where they exist, and failure mentions track the seasons for cooling, heating, hot water and hot tubs. These are floors: they count only failures guests chose to write about.
1 in 85 Airbnb guest reviews mentions something broken or not working.
Getting in fails most: locks, keypads and door codes at 1.7 per 1,000 reviews.
AC failures peak in July at 2.8 per 1,000 reviews, more than five times January.
Hot tubs fail most per review where they exist: 2.1 per 1,000 reviews of hot-tub listings.
Wi-Fi outages run 1.0 per 1,000 reviews; hot water and TV about 0.9 each.
Heating complaints: about 1 per 1,000 reviews in winter, 0.1 or less in summer.
How we built this report
Every figure was computed in November 2026 from public Airbnb review and listing files and checked by hand before publishing.
- Downloaded every US review file
Inside Airbnb publishes the public reviews and listing details of the listings active in each market it tracks. We took the 34 US markets with a September 2026 snapshot: 15.1 million reviews in all, 3,032,825 of them written between September 1, 2025 and August 31, 2026, after removing 25,238 copies of the same review that the files repeat on every unit of a multi-unit listing. We kept the 2,832,394 written in English, identified by common English words, from 174,319 listings.
- Matched failure language clause by clause
A review counts when one clause names the amenity and says it failed ("the AC stopped working", "the code didn't work", "no hot water"). We drop negations ("no issues with the Wi-Fi"), praise ("worked perfectly"), hypotheticals ("if anything breaks"), references to other reviews or other rentals, guest-caused lockouts, amenities that were simply missing ("there was no AC") and in-room jetted bathtubs, which are not hot tubs.
- Hand-checked about 100 matches per category
For every category we read about 100 randomly drawn matched reviews (893 in all) and marked whether each one really describes that amenity failing during the stay. Between 79% (hot tubs) and 96% (slow Wi-Fi) held up. Every rate on this page is multiplied by its category's share, and the ranges come from the 95% interval of that check.
- Joined the listings' own amenity lists
Per-listing figures use the amenities each listing advertises in its September 2026 listing file, so a hot tub failure rate is measured only on listings that offer a hot tub.
- Independent recomputation
A separate review recomputed every printed number from the raw files with its own code; what it found, including the repeated reviews, is corrected here. Written by one co-founder, reviewed by the other before publishing.
Read these as floors, not failure rates. They count reviews in which a guest chose to describe a failure. Guests can sort out a problem by message and leave it out of the review, or leave no review at all, and we did not measure how many failure descriptions our patterns miss. We read English reviews only. One failure can also appear in reviews from more than one guest in the same group. The files cover listings still active in September 2026, and Airbnb's listings include some hotel and serviced-apartment rooms. Nothing here ranks individual hosts or companies.
What breaks in vacation rentals, by the numbers
All 30 figures, grouped by theme. Each is computed by RapidEye Research from Inside Airbnb's public files, except one taken from Airbnb's published refund policy, and every amenity rate is adjusted for the precision of its hand check.
The ranking: what guests report broken
According to Inside Airbnb (insideairbnb.com), whose September 2026 files hold the public reviews of the listings active in each market, 3,032,825 distinct reviews were written for listings in the 34 US markets in the 12 months to August 31, 2026. Of the 2,832,394 in English, 11.8 per 1,000 mention something at the property broken or not working. Among specific amenities, getting in leads: locks, keypads, keys and door codes that did not work, including wrong or missing codes, then air conditioning.
Broken or failing amenity mentions per 1,000 reviews
2,832,394 English-language Airbnb reviews, 34 US markets, Sep 2025 to Aug 2026, adjusted for hand-check precision
Statistic 1
About 1 in 85 guest reviews (11.8 per 1,000) mentions something at the property broken or not working.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 2
Getting in is the amenity failure guests report most: locks, keypads, keys and door codes that did not work, including wrong or missing codes, at 1.7 per 1,000 reviews, about 1 in 590.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 3
Air conditioning is second: 1.4 per 1,000 reviews, about 1 in 710.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 4
Wi-Fi outages appear in 1.0 per 1,000 reviews, and hot water and TV failures in about 0.9 each, close enough to count as a tie.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 5
Across all reviews, hot tubs (0.4 per 1,000) and heating (0.3 per 1,000) rank last, because most listings have no hot tub and heat matters only part of the year.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 6
Of all the failure mentions counted for the seven amenities, locks and door codes make up 25% and air conditioning 21%: together, just under half.
RapidEye Research analysis of Inside Airbnb reviews (2026)
| Failure reported | Matched reviews | Hand check held up | Per 1,000 reviews | 95% range | About |
|---|---|---|---|---|---|
| Locks and door codes | 5,476 | 87% | 1.7 | 1.5 to 1.8 | 1 in 590 |
| Air conditioning | 4,206 | 95% | 1.4 | 1.3 to 1.5 | 1 in 710 |
| Wi-Fi down | 3,057 | 93% | 1.0 | 0.9 to 1.0 | 1 in 1,000 |
| Hot water | 2,933 | 90% | 0.9 | 0.9 to 1.0 | 1 in 1,100 |
| TV and streaming | 2,917 | 89% | 0.9 | 0.8 to 1.0 | 1 in 1,100 |
| Wi-Fi slow or spotty | 2,574 | 96% | 0.9 | 0.8 to 0.9 | 1 in 1,100 |
| Hot tub | 1,293 | 79% | 0.4 | 0.3 to 0.4 | 1 in 2,800 |
| Heating | 1,165 | 80% | 0.3 | 0.3 to 0.4 | 1 in 3,000 |
| Anything broken or not working | 38,088 | 88% | 11.8 | 10.8 to 12.5 | 1 in 85 |
Matched reviews are raw pattern matches in the 12 months to August 2026. "Hand check held up" is the share of about 100 randomly drawn matches that really describe that failure. Rates are raw matches per 1,000 English-language reviews multiplied by that share. One review can count in several categories. Shares of mentions (Statistic 6) use the seven amenities, with Wi-Fi counted as outages only.
What this means: the failures guests write about most are the ones that hit at arrival or make the place unlivable within hours: a code that does not open the door, a unit that will not cool. Neither shows up in a photo of a clean, staged room, which is why our guide to functional inspections at turnover covers testing each amenity, not just confirming it is there. For lockout costs and rekeying, see our rental lockout and rekeying statistics.
Where the amenity exists: listing-level rates
The ranking above counts every review, including reviews of listings that have no hot tub or no air conditioning. Inside Airbnb's listing files record the amenities each listing advertises, so we also measured failures only among listings that offer the amenity. On that basis the order changes: per review, the hot tub fails most often where there is one. Per listing, listings with a keypad, smart lock or lockbox are slightly more likely to draw a failure review, partly because they get more reviews.
Failure mentions per 1,000 reviews of listings that advertise the amenity
Sep 2025 to Aug 2026, adjusted for hand-check precision. Locks: listings advertising a keypad, smart lock or lockbox
Statistic 7
Among listings that advertise a hot tub, guests reported it broken, cold or not working in 2.1 of every 1,000 reviews, the highest rate per review of any amenity.
RapidEye Research analysis of Inside Airbnb reviews and listings (2026)
Statistic 8
About 1 in 41 hot-tub listings (2.5% of 28,309 reviewed in the year) drew at least one review reporting the hot tub broken, cold or not working.
RapidEye Research analysis of Inside Airbnb reviews and listings (2026)
Statistic 9
About 1 in 36 listings with a keypad, smart lock or lockbox (2.7% of 121,274) drew a review reporting a lock or code failure.
RapidEye Research analysis of Inside Airbnb reviews and listings (2026)
Statistic 10
About 1 in 45 listings with air conditioning (2.2% of 153,626) drew a review reporting the AC broken or not cooling.
RapidEye Research analysis of Inside Airbnb reviews and listings (2026)
Statistic 11
For Wi-Fi, TV and hot water the share is about 1 in 67, 1 in 70 and 1 in 73 listings; for heating, 1 in 177.
RapidEye Research analysis of Inside Airbnb reviews and listings (2026)
Statistic 12
The typical listing received only 7 to 13 English-language reviews in the year (the median, by amenity group; 7 for hot-tub listings, 13 for keypad, smart lock or lockbox listings), so each listing's record covers a handful of stays.
RapidEye Research analysis of Inside Airbnb reviews and listings (2026)
What this means: a hot tub is a small share of listings but a large share of the risk on the listings that have one. A tub refilled at turnover can still be cold at check-in, so the check that matters is temperature, not presence. What service and repairs cost is in our rental pool and hot tub maintenance cost statistics.
By season: AC in summer, heat and hot water in winter
Splitting the same 12 months by the month each review was written shows failure mentions tracking the weather. Air conditioning complaints climb through spring to a July peak. Heating complaints run the other way, and hot water and hot tub complaints also rise in winter. Wi-Fi outages barely move.
Air conditioning
Failure mentions per 1,000 reviews, by month
Heating
Failure mentions per 1,000 reviews, by month
Statistic 13
Air conditioning failure mentions peak in July at 2.8 per 1,000 reviews, more than five times the January rate of 0.5.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 14
Heating failure mentions run about 1 per 1,000 reviews from December to February and 0.1 or less from June to September.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 15
Hot water complaints roughly double in winter: 1.4 per 1,000 in January and February against 0.7 in July.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 16
On hot-tub listings, hot tub failure mentions run 2.6 per 1,000 reviews from January to April against 1.6 from June to September, about 1.6 times as high.
RapidEye Research analysis of Inside Airbnb reviews and listings (2026)
Statistic 17
Wi-Fi outage mentions stay between 0.8 and 1.2 per 1,000 reviews in every month.
RapidEye Research analysis of Inside Airbnb reviews (2026)
| Month | AC | Heating | Hot water | Hot tub | Wi-Fi down | Reviews |
|---|---|---|---|---|---|---|
| Sep 2025 | 1.3 | <0.1 | 0.7 | 0.3 | 0.8 | 217,647 |
| Oct 2025 | 0.9 | 0.2 | 0.9 | 0.3 | 0.9 | 230,013 |
| Nov 2025 | 0.7 | 0.6 | 1.0 | 0.4 | 0.9 | 205,239 |
| Dec 2025 | 0.6 | 1.0 | 1.2 | 0.4 | 1.0 | 180,670 |
| Jan 2026 | 0.5 | 1.0 | 1.4 | 0.5 | 0.9 | 181,126 |
| Feb 2026 | 0.6 | 0.9 | 1.4 | 0.4 | 1.0 | 181,202 |
| Mar 2026 | 1.2 | 0.3 | 1.0 | 0.5 | 1.1 | 255,281 |
| Apr 2026 | 1.0 | 0.2 | 0.8 | 0.5 | 1.0 | 242,685 |
| May 2026 | 1.4 | 0.1 | 0.8 | 0.3 | 1.0 | 275,779 |
| Jun 2026 | 1.9 | 0.1 | 0.7 | 0.3 | 1.2 | 281,343 |
| Jul 2026 | 2.8 | 0.1 | 0.7 | 0.3 | 1.1 | 289,072 |
| Aug 2026 | 2.6 | 0.1 | 0.9 | 0.2 | 1.0 | 292,337 |
English-language reviews in the 34 markets, by the date the review was written, which is usually within days of checkout. All reviews, not only listings with the amenity. Rates adjusted by each category's overall hand-check precision; heating's hand check held up better for winter reviews than for summer ones, so the summer heating rates, already near zero, are if anything overstated.
What this means: cooling and heating failures are predictable by the calendar, so the weeks before the first hot spell and the first cold snap are when a working check on the system pays most. Repair and replacement costs are in our vacation rental HVAC cost statistics.
Wi-Fi: outages and slow connections
We counted two kinds of Wi-Fi complaint separately: the connection being down, refusing to connect or dropping out, and the connection being slow, weak or spotty. Both are common, both held up well in the hand check, and one review can make both complaints.
Statistic 18
Guests reported the Wi-Fi down, not connecting or dropping out in 1.0 per 1,000 reviews; 93% of matches held up in the hand check.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 19
Another 0.9 per 1,000 reviews said the Wi-Fi was slow, weak or spotty; 96% of matches held up.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 20
New Orleans has the highest Wi-Fi outage rate of the larger markets, 1.9 per 1,000 reviews, nearly double the 34-market rate.
RapidEye Research analysis of Inside Airbnb reviews (2026)
What this means: an outage is a functional failure a turnover can catch (a router that needs a restart, a changed password that never reached the guide), while slowness is usually the plan or the router's reach. Both read the same to a guest who came to work remotely.
Vacation markets vs cities
We grouped seven vacation and resort markets (Asheville, Bozeman, Hawaii, Pacific Grove, Santa Cruz County, Broward County and Rhode Island, 603,178 reviews) and compared them with the other 27 city and metro markets (2,229,216 reviews). Pooled, the vacation markets report more failures, but that comes from their two largest, Hawaii and Broward County. In the typical market the picture reverses.
| Failure reported | Vacation, pooled | City, pooled | Typical vacation market | Typical city market |
|---|---|---|---|---|
| Anything broken or not working | 13.0 | 11.5 | 8.7 | 11.4 |
| Locks and door codes | 1.5 | 1.7 | 1.0 | 1.6 |
| Air conditioning | 1.7 | 1.3 | 0.6 | 1.3 |
| Wi-Fi down | 1.1 | 1.0 | 0.6 | 1.0 |
| Hot water | 1.0 | 0.9 | 0.9 | 1.0 |
| TV and streaming | 1.0 | 0.9 | 0.8 | 0.8 |
| Hot tub | 0.5 | 0.3 | 0.6 | 0.2 |
| Heating | 0.2 | 0.4 | 0.4 | 0.3 |
Pooled: all reviews in the group. Typical: the median across markets with at least 20,000 English-language reviews (5 vacation, 22 city markets).
Statistic 21
Pooled, the seven vacation markets show 13.0 per 1,000 reviews mentioning something broken or not working, against 11.5 in city markets, but 74% of the vacation reviews come from Hawaii and Broward County.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 22
The typical vacation market reports fewer failures: 8.7 per 1,000 for the median larger vacation market against 11.4 for the median larger city market.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 23
Hot tub failures are the one amenity more common in vacation markets on both measures: 0.5 against 0.3 pooled and 0.6 against 0.2 in the typical market, in line with how many listings there have a hot tub.
RapidEye Research analysis of Inside Airbnb reviews (2026)
What this means: "vacation market" says little on its own about what breaks. The gap between individual markets, shown next, is larger than the gap between the two groups.
By market
The 27 markets with at least 20,000 English-language reviews in the 12 months, sorted by the rate of anything broken or not working. The seven smaller markets (Newark, Albany, Pacific Grove, Rochester, Cambridge, Salem and Bozeman) are in every total above but are too small to compare one by one.
| Market | Reviews | Anything broken | Locks | AC | Wi-Fi down | Hot water | Hot tub | Heating |
|---|---|---|---|---|---|---|---|---|
| Broward County, FL | 163,708 | 17.7 | 2.3 | 2.2 | 1.6 | 1.6 | 0.7 | 0.4 |
| Clark County (Las Vegas), NV | 157,001 | 15.2 | 1.6 | 1.6 | 0.8 | 1.0 | 1.2 | 0.3 |
| New Orleans, LA | 86,765 | 15.0 | 2.5 | 2.0 | 1.9 | 1.7 | 0.5 | 0.2 |
| Dallas, TX | 83,445 | 14.6 | 2.3 | 1.6 | 1.0 | 1.2 | 0.2 | 0.3 |
| Boston, MA | 51,371 | 14.1 | 2.2 | 1.6 | 1.0 | 1.0 | 0.0 | 0.8 |
| Hawaii | 283,265 | 13.7 | 1.5 | 2.2 | 1.2 | 1.0 | 0.4 | 0.1 |
| Nashville, TN | 177,817 | 12.9 | 2.2 | 1.2 | 0.9 | 0.7 | 0.4 | 0.2 |
| Chicago, IL | 130,396 | 12.7 | 2.5 | 1.4 | 1.2 | 1.1 | 0.1 | 0.5 |
| Austin, TX | 133,447 | 12.5 | 2.1 | 1.5 | 1.0 | 1.1 | 0.5 | 0.2 |
| San Diego, CA | 189,322 | 12.4 | 1.5 | 1.6 | 0.8 | 0.7 | 0.4 | 0.2 |
| New York City, NY | 125,964 | 11.7 | 1.6 | 2.1 | 1.0 | 1.3 | 0.0 | 0.8 |
| Los Angeles, CA | 353,846 | 11.7 | 1.6 | 1.4 | 1.1 | 1.0 | 0.3 | 0.3 |
| Columbus, OH | 48,126 | 11.6 | 2.0 | 1.0 | 1.1 | 0.8 | 0.3 | 0.3 |
| Jersey City, NJ | 21,571 | 11.3 | 2.0 | 1.5 | 1.0 | 1.3 | 0.0 | 0.7 |
| Washington, DC | 84,509 | 10.8 | 1.8 | 1.1 | 1.4 | 1.0 | 0.0 | 0.3 |
| Fort Worth, TX | 28,073 | 10.5 | 1.8 | 1.5 | 1.0 | 1.3 | 0.1 | 0.1 |
| San Mateo County, CA | 37,083 | 9.9 | 1.2 | 0.8 | 0.9 | 0.4 | 0.3 | 0.6 |
| Santa Clara County, CA | 51,880 | 9.7 | 1.3 | 0.9 | 0.7 | 0.8 | 0.1 | 0.4 |
| Twin Cities, MN | 70,861 | 9.2 | 1.6 | 0.9 | 0.6 | 0.5 | 0.4 | 0.2 |
| Santa Cruz County, CA | 29,631 | 8.7 | 1.0 | 0.3 | 0.5 | 0.9 | 0.6 | 0.4 |
| Seattle, WA | 118,845 | 8.2 | 1.3 | 0.9 | 0.8 | 0.7 | 0.2 | 0.4 |
| San Francisco, CA | 70,013 | 7.4 | 1.0 | 0.4 | 0.6 | 0.6 | 0.1 | 0.4 |
| Rhode Island | 63,146 | 7.0 | 0.7 | 0.6 | 0.5 | 0.5 | 0.1 | 0.4 |
| Oakland, CA | 20,306 | 6.9 | 1.3 | 0.4 | 0.5 | 1.0 | 0.1 | 0.5 |
| Asheville, NC | 50,546 | 6.2 | 1.0 | 0.4 | 0.6 | 0.5 | 0.7 | 0.4 |
| Denver, CO | 62,038 | 6.1 | 1.1 | 0.8 | 0.4 | 0.4 | 0.4 | 0.2 |
| Portland, OR | 70,399 | 5.6 | 1.1 | 0.5 | 0.7 | 0.4 | 0.2 | 0.4 |
English-language reviews written Sep 1, 2025 to Aug 31, 2026, all listings. Each market's rates are adjusted with the overall hand-check precision for each category. Inside Airbnb market boundaries: Hawaii and Rhode Island are whole states, Twin Cities the metro area.
Statistic 24
Among the 27 larger markets, the rate of anything broken or not working runs from 5.6 per 1,000 reviews in Portland to 17.7 in Broward County, about three times as high.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 25
New Orleans and Chicago have the highest lock and door code failure rates among the larger markets, both 2.5 per 1,000 reviews.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 26
Per review of hot-tub listings, hot tub failures run highest in New Orleans (4.8 per 1,000), Nashville (4.3) and Austin (3.8) and lowest in Hawaii (0.9). Clark County (Las Vegas) has the most hot tub mentions across all reviews (1.2 per 1,000) mainly because more than a third of its reviews are of hot-tub listings; per review of those listings its rate (2.3) is close to average.
RapidEye Research analysis of Inside Airbnb reviews and listings (2026)
Statistic 27
Among the larger markets, heating failures are most common in New York City and Boston, at 0.8 per 1,000 reviews, more than twice the 34-market rate.
RapidEye Research analysis of Inside Airbnb reviews (2026)
Statistic 26 covers markets with at least 3,000 English-language reviews of hot-tub listings in the 12 months. The New Orleans figure rests on few matched reviews (32), so treat it as approximate. Hawaii resort listings often call the tub a "spa", a word we do not count because it usually means a spa service, so Hawaii's figure may be understated.
What this means: market differences mix climate, the age and type of buildings (large condo and apartment buildings share their systems and entry codes), the mix of listing types and how guests in each market write. They describe markets, not the hosts in them.
Why these are floors
A public review is only one record of a failure. According to Airbnb (airbnb.com), its refund policy for homes treats an advertised amenity that does not function, naming a pool, hot tub, major appliance, heating and air conditioning, as a reservation issue that guests must report within 72 hours of discovering it, so a failure can be raised and handled during the stay without ever appearing in a review. The figures here are almost certainly floors: guests can fix a problem through messages or leave no review, and we did not measure how many failure descriptions our patterns miss.
Statistic 28
Airbnb's refund policy names an advertised hot tub, heating, air conditioning, pool or major appliance that does not function as a reservation issue, to be reported within 72 hours of discovery.
Airbnb help center (policy effective February 2025)
Statistic 29
In the hand check, 79% to 96% of pattern matches were real failures, depending on the category; every rate here is reduced by that share.
RapidEye Research hand check of 893 matched reviews (2026)
Statistic 30
The analysis covers 174,319 listings with at least one English-language review in the 12 months, across all 34 US markets Inside Airbnb published in September 2026.
RapidEye Research analysis of Inside Airbnb reviews (2026)
What this means: the hand check removes false alarms, but nothing here can add the failures guests never wrote about. For what guests say in surveys about their worst stays, see our vacation rental guest complaint statistics; for what review scores do to bookings, see our Airbnb cleanliness score study, built on the same Inside Airbnb data.
Cite this study
Academic or press use: copy a ready-made reference. RapidEye is the publisher.
Quick FAQ
What are the most common Airbnb maintenance problems?
Getting in, then air conditioning. In 2.8 million English-language Airbnb guest reviews written from September 2025 to August 2026 in 34 US markets, guests reported a lock, keypad, key or door code not working, including wrong or missing codes, in 1.7 of every 1,000 reviews, and air conditioning failing in 1.4 per 1,000. Wi-Fi outages came next at 1.0 per 1,000, then hot water and TV at about 0.9 each. Counting any object at all, 11.8 reviews per 1,000, about 1 in 85, mention something broken or not working, per RapidEye's analysis of Inside Airbnb data.
How often do guests report broken Wi-Fi at an Airbnb?
About 1 in every 1,000 reviews says the Wi-Fi was down, would not connect or kept dropping (1.0 per 1,000), and another 0.9 per 1,000 say it was slow, weak or spotty. Over 12 months, about 1 in 67 listings that advertise Wi-Fi received at least one review reporting an outage. The outage rate barely moves with the seasons, staying between 0.8 and 1.2 per 1,000 reviews every month.
How often is an Airbnb hot tub broken?
Among listings that advertise a hot tub, guests reported it broken, cold or not working in 2.1 of every 1,000 reviews, the highest rate per review of any amenity once only listings that have it are counted. About 1 in 41 hot-tub listings received at least one such review in 12 months. On hot-tub listings these complaints run about 1.6 times as high from January to April as from June to September.
When do guests report air conditioning and heating failures most?
Air conditioning failure mentions peak in July at 2.8 per 1,000 reviews, more than five times the January rate of 0.5. Heating failure mentions run about 1 per 1,000 reviews from December to February and 0.1 or less from June to September. Hot water complaints also rise in winter, to 1.4 per 1,000 in January and February against 0.7 in July.
Do vacation markets have more broken amenities than cities?
Not in the typical market. Pooled, seven vacation and resort markets (Asheville, Bozeman, Hawaii, Pacific Grove, Santa Cruz County, Broward County and Rhode Island) show 13.0 reviews per 1,000 mentioning something broken or not working against 11.5 in 27 city and metro markets, but 74% of the vacation reviews come from Hawaii and Broward County. Comparing typical markets, the median larger vacation market reports 8.7 per 1,000 against 11.4 for the median larger city market. Hot tub failures are the exception: they are more common in vacation markets on both measures, in line with how many listings there have a hot tub.
Why are review-based failure rates a floor?
Because many failures never reach a public review. A guest can sort out a problem by message during the stay and leave it out of the review, or leave no review at all, and this analysis reads English reviews only; we did not measure how many failure descriptions our patterns miss. A hand check of about 100 matched reviews per category found that 79% to 96% of matches were real failures, and every rate is reduced by that share. That makes the figures almost certainly lower than the true rate of failures during stays.
Data sources
Every figure on this page traces to one of these public sources, each downloaded or read in the original before publishing. The rates are RapidEye Research's own analysis of the Inside Airbnb files.
Inside AirbnbReview and listing files, September 2026 snapshots of 34 US marketsinsideairbnb.com
AirbnbHelp-center policy on refunds for guestsairbnb.com