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Top 3 Complaints Travelers Have About Cancun Airbnbs According To New Report

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A new report shows that Cancun travelers are increasingly dissatisfied with the quality of their online vacation rental.

While more travelers are opting for Airbnbs and other vacation rentals, the number of guest complaints is also on the rise. 

night view of cancun's resort zone

From untidy bedrooms to mismatching expectations, a number of things can go wrong when it comes to opting for one of Cancun’s thousands of online rentals. 

With a record number of travelers setting their sights on Cancun this year, here’s a look at the three most common complaints visitors have about their Airbnb.

@livimarie_ Replying to @jazmynelewis2 loved both of these sm! #cancun #cancuntravel ♬ Free Mind – Tems

More Airbnb Complaints Despite Record Accommodation Availability

Online vacation rentals are more popular than ever before in Cancun and the Mexican Caribbean. Offering cheaper rates and spacious floor plans, Airbnbs are captivating travelers unlike ever before.

But even as the number of Airbnbs continues to grow, the number of complaints over the poor quality of accommodation is also rising. The new findings come as officials continue to warn travelers to be careful when booking online rentals due to skyrocketing cases of online fraud.

@doseofdajj Mini room tour of the first Airbnb I stayed in during my solo birthday trip in Mexico🌴 I live for a good ocean view😍 #airbnbtour #airbnbfinds #cancunmexico #cancun #traveltiktok ♬ its a wrap sped up – xxtristanxo

According to Airbnb’s latest statistics, Cancun’s Airbnbs are no longer among the most coveted in the country. For the first time, destinations like Los Cabos and Rocky Point are surpassing the quality of vacation rentals in Cancun, promoting concern from local tourism representatives. 

Meanwhile, nearby destinations like Cozumel and Playa del Carmen were also found to offer more high-quality online rentals compared to Cancun. The coastal destinations currently have more 5-star-rated properties than their northern counterpart. 

@investarters Properties in Cancun are cheap and its a great place #cancunmexico #cancun #airbnb #realestateinvesting #cancunrealstate ♬ original sound – Real Estate Investing Mentor

Misleading Property Descriptions

A quick glance at existing reviews shows that misleading ads and postings are by far the most common complaint affecting Aribnbs in Cancun. With over 870 negative reviews, a considerable number of travelers are booking properties that fail to meet their expectations.

This complaint generally relates to descriptions or images that don’t quite turn out to be true, leaving travelers disappointed in their chosen rental. Missing amenities, improper maintenance, and misleading information about the property surroundings are also common complaints.

@atravelchick The cutest air bnb in tulum #tulum #airbnb #airbnbfinds #mexico #affordableairbnb #cancun #tulumvibes #airbnbforpools #tulumhotel ♬ original sound – kooze

Erroneous Locations

Deliberately failing to mention an Airbnb’s official location is currently the second most common complaint plaguing online vacation rentals in Cancun.

And with safety currently one of the most important criteria for online bookings across the Mexican Caribbean, failing to notify guests of a property’s location can be a huge let-down.

Most travelers in Cancun prefer to book properties in the city’s safe and reputable hotel zone. Unfortunately, some properties will be listed as being located in the aforementioned area, when in reality, they are located elsewhere, such as in downtown Cancun. 

@epic.stays This #airbnb is just a 20 minute ferry ride from #Cancun 📍The Seashell House in #IslaMujeres #Mexico 🎥 IG: @wurlwidezach #airbnbfinds #seashellhouse #uniqueairbnb ♬ Calm Down – Rema

Unreliable Hosts

Unreliable hosts and poor customer service are the third most common Airbnb complaints in Cancun, with over 433 negative reviews.

Booking an online rental usually requires at least some interaction with the host or property owner.

From check in to providing valuable information about the Airbnb’s location and amenities, being able to reach out to the host and receive a prompt reply is a bare minimum. 

@ashantiabroad final rating: 9/10 #cancun #mexico #FrunktheBeat #cheapluxury #airbnb ♬ About Damn Time – Lizzo

To make matters worse, in a concerning number of cases, travelers have found out that their Airbnb host isn’t even physically located in Cancun. 

One way to prevent the same fate is to read previous reviews and opting for properties with a certified rating.

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