Pillow

Recently book an Airbnb for my stay in LA and the Pillow team was very helpful. Had everything I needed and they made sure to communicate anything I should know. Wonderful stay.

I had a great experience with pillow while I was in LA! The house I stayed at was extremely clean and the best part was the communication with the owner (pillow). As it is operated by the company, it was so easy to approach them whenever I had a question about home before and during my stay.

Pillow was great, had an overall easy and luxurious experience! The place was clean, they were available when we needed them. Would definitely recommend to friends. ¹⁰⁄₁₀

Since signing up with Pillow online, and then speaking to a success rep I’ve been very impressed. The Pillow rep introduced the company in a unique way that set them apart from other companies. Rather than bad-​mouth how others do business, he focused on the value they bring to the homeowner (low commission fee, vetting and security processes, hands off hassle free management, support ²⁴⁄₇ for owners and guests and a lot of new age über type technology which makes shows they are a leader. Every other service I talked to only had negative things to say about other companies and it was unsettling.
Since moving over to Pillow, I have talked with intelligent people and feel really comfortable. Everyone has been fantastic. The on boarding process is very thorough in notifying of everything I needed to know, providing regular status updates, and pro-​actively addressing my questions.
I look forward to a long term relationship with Pillow.

Pillow did a great job hosting my stay with my son. They sent me the details to enter the property plenty of time in advance and it was very simple and easy. They were also easy to reach when I had a question. The place was extremely tidy and well maintained. All the essentials we would need were available to us. I would definitely use them again.

Stay went really well. Pillow was great at communicating at all times, whether it was before, during or after the stay. Enjoyed my stay, and thought it was very convenient. Thanks!

The booking through AirBNB went smoothly. I did not have an issue coming from a guest perspective and enjoyed, my short stay in Los Angeles. I would definitely book here again.

Great service for both hosts and guests on AirBnb. If you’ve ever stayed at an Airbnb with an unresponsive owner, or have been overwhelmed as a host, Pillow is the answer to your woes. They act as an intermediary between host and guest, a virtual concierge of sorts. If you see a property is covered /​managed by Pillow, you know that it will be on point and you won’t have any issues that their team can’t sort.

I’m a property owner.
I had sooo many issues with them but here are main reasons why I left them.
Pillow had «forgot to charge» guests for the cleaning fee but did not forget to charge me. Ha.
Pillow had booked a guest lower rate than I asked to set up initially and said «it’s owner’s responsibility» to keep it updated. If i can do that every day, why do i need a management company?
Pillow takes forever to respond. And my issue from Early Feb still hasn’t been resolved. and I did not even get an apologize or credited for the difference that was caused because of Pillow.
I decided to leave pillow and they had NOT scheduled cleaning till the night before, so I emailed pillow to keep it that way and not send a cleaner, then called in for my usual maid, trash everything, clean up the place, after that pillow cleaner shows up, just make a bed, leave supply like towels etc… And sends me «cleaning is completed» he was in and out in 15mins… And charges $ 73 for that! And when I complained pillow agent said… «Cleaning was completed» so they can’t refund me. well, yes, by someone else it was completed, they can’t just send me a cleaner anytime they want even after i made sure to not have a cleaner come. and charge me for that.
my space is 250sqft studio without kitchen. Cleaner doesn’t even vacuum the floor, nor wash blankets, it just looks super clean because of the clean white sheets. They kept booking guests and I don’t know when they had time to wash blankets.
Linens for $ 11 and supply for $ 7. For $ 11, they provide sheets and pillow cases. But they don’t wash the blankets nor duvet cover… For $ 7 they only give guests one tiny shampoo set each and one toilet paper for 10days of stay.
It’s just too expensive for what they provide!

Loved staying in this newly renovated apartment. Lots of space and light. Loved the little office, the kitchen and dining area and especially fond of the artwork in the living room. The bedroom and bathroom were unexpectedly large. Slept well while there. A very private, clean home away from home. Centrally located to everything I needed. Wish I could’ve stayed longer! Every need and question answered, will definitely return.

I hope this company continues to do well and does not make the mistakes Airbnb continues to make and then overreacts by cutting off high value, proven customers based on non changing «public records» and other paranoia that should have been simple caution in the first place. Southern CA seems more realistic and not part of this delusional thinking about strangers in your house (airbnb) your car (über etc) or that its ok to just get off a plane into a rental car no check-​in required (silver car) which seems like it assumes no one drinks on planes anymore. San Francisco made a lot of mistakes with utopian thinking. Pillow seems like they are in a good position not to follow suit.

Deceptive — you’re not open ²⁴⁄₇. Customer service phone number hangs up on you when you try to speak with someone on their automated line. Don’t advertise that if you’re not open after your business hours.

I am a property owner and I hate to post a bad review but my gosh this company was awful on several levels. I’m bummed, because its such a good idea, just really poorly executed/​managed.
We signed up with them in June of 2015 when we went out of town for the summer. They sent someone from Pillow to look at our vrbo (Its called, On-​boarding) and he took photos and still the first time the cleaners came they cleaned the wrong apartment, then it happened again! Clearly the dude that was supposed to be our point person never came back to our rental ever again. Whenever I called him with an issue he told me to call somebody else.
When Pillow first took over our Airbnb account, after about a week I checked on the bookings and found that my calendar was blocked out for the rest of the year. I unblocked it, called them, they apologized then I checked two weeks later the calendar was blocked again.
Pillow managed our place for almost 2 months (I wanted to give them time to work out the kinks, but things just got kinkier) before we fired them. During the time they had control of our account they were responsible for only one booking. Since I took over the booking of the account, I’ve been booked solid.
Although I asked them not to, they listed my space as a 2 bedroom (its a 1 bedroom) and they charged a cleaning fee accordingly. When we told them that we didn’t want to pay for a 2 bedroom cleaning, they never refunded us the money AND kept the price the same and never credited us or the clients the money, saying that it was their money.
Trying to get someone on the phone was excruciating. Trying to explain whatever issue we were having (there were many) was even more excruciating.
I kept hoping because they were a new company that they would improve, they did not, it just got worse.

This is this review is from the perspective of a property owner who hired Pillow to manage my Airbnb bookings (communication, cleaning and client check-​in/​checkout). I hate to write a bad review but I just have to. I hired Pillow in June 2015 and they pretty much bungled every single booking, pissing off the renters who then left a bad review on Airbnb about the experience they had in my home. My Airbnb profile was littered with mediocre ratings about the poor cleaning, the annoying process of finding a key to enter and other logistics. Customers who found my place on Airbnb and then had all communications managed by Pillow did not like the impersonal nature of third-​party management. Pillow was also inflexible when people had specific requests about price or other matters. It’s taken me six months of really good customer service managing my rentals on my own to restore my high ratings on Airbnb. My bookings have massively increased accordingly.
Hopefully Pillow will get better as they smooth out their business process, I got them at their start and they just didn’t have it together. I did enjoy talking to Teresa in customer service though, she was always very professional and tried to be helpful. Unfortunately the rest of the system was not in place to make any meaningful resolutions to the problems they created.

I am a host that uses pillow to rent my property. They started out great but something is going on with their management. They are AWFUL now. Also their customer support is all out of the phillipines now and they take forever to respond. Their new cleaning services in the LA market are awful and they don’t report damages. They need to get a new LA manager. Also they are non transparent with billing.

Pillow is managing one of our homes while we live across the country. It’s worked out really well and we’re really thankful for how easy they make it for us. They are very organized and have a reasonable commission fee compared to other managers we’ve used in the past. Phone and email communication is quick and easy. Pillow goes above and beyond to make sure our guests have a great stay and our home is watched after. We hold them in high esteem and recommend their services to other property owners in Los Angeles.

Immaculate! The whole experience was flawless. The apartment was modern, very spacious and had whatever I could possibly ask for (plenty of towels, a washer/​dryer, parking etc).
The process of getting and dropping the key was also very seamless.
The downtown area was perfect for me since I was in Los Angeles for a convention taking place at the nearby Convention Center which is a 7-​minute walk away. Lots of nice bars/​restaurants just a short walk from the place.
All in all this was an amazing experience, I have stayed in Airbnbs across the world (Berlin, Paris, Berkeley, CA etc) and this was by far the best one.

We just recently booked and stayed at a Hollywood Hills property managed and serviced by Pillow and Airbnb.
Being our very first experience with this awesome service, I’d have to say we were more than pleased. From the moment I utilized them and made reservations, Pillow and Airbnb thoroughly kept me in the loop the entire time!
Our accommodations exceeded our expectations and everything was 5-​star quality, i. e; cleanliness, communication, etc.
Thanks again for outstanding customer service — keep doing what you’re doing!

The management of the property was excellent. The condition of the house was exactly as advertised.
And they have shown excruciatingly little respect for my time. A phone call that interrupted a date, multiple emails, and now a SMS spam to my phone. I would not recommend staying at a Pillow property, or providing your correct contact details, if you value your time.
Ya know why I took the time to write a review, to express to you how poor of a job Pillow is doing at respecting my desire to not write a review for an utterly lackluster experience.

I stayed at a Pillow-​managed unit while visiting West Hollywood. Being from San Francisco, I was prepared to be bothered by LA :) However, I had no complaints about my Pillow home– I felt pampered from booking to departure. I tend to be the kind of person who has lots of questions about EVERYTHING. Pillow answered each and every one of them, speedily and with care. Sarah, my customer care rep, was quite patient with me during the whole process– I felt completely taken care of! She even sent someone at a time convenient to me to change a lightbulb that went out in the kitchen; I went out for breakfast in the morning and it was fixed when I came home at lunch!
The home itself was amazingly clean– everything was so fresh and tidy. It was a hotel-​level experience. I will definitely be looking for Pillow homes for my travels going forward because I know I’ll be guaranteed a hassle-​free and super clean experience.