As a hotel owner, I'd just like to add my two cents worth here. I will also say that I use AirBnB personally when I stay in Santo Domingo, and my hotel hosts a lot of stays through them, so I know them reasonably well. First, understand that the AirBnB charging model is completely different. Booking.com and Expedia (which owns Hotels.com) charge hotels usually between 18% and 20% commission. This is included in the price that you pay. AirBnB only charges hotels 3% commission, but charges the person who books a further 12%. So for example, if you see a price of $100 on Booking.com, this is the same as a price of $89 on AirBnB because you have to add the 12%. Because of this, prices on AirBnB often look a lot lower.
Secondly, worth mentioning that if AirBnB, in my opinion, normally isn't good for short stays. Apartments often come without basics like towels and toilet rolls, there's no breakfast, no reception and very little service. I do think AirBnB is perfect if you're coming for a week, if you know the area you're going to be staying in and won't need any help during your stay. If you're just arriving in a country, don't know your way around, and won't be able to go to a supermarket and stock up the fridge when you arrive, then a hotel is best.
I will say that the customer service provided by AirBnB is absolutely excellent. Where we have had problems with AirBnB guests, they have handled our concerns professionally, have liaised with the guest, and have been very supportive. They are years ahead of the other sites in this regard. You won't find their phone number on their website, but if you google it comes straight up.
Final thing to say is that yes, they do have reviews, they ask the property and the guest both to submit reviews of each other, and when both are submitted they are published. I like that the property has the chance to submit their own review, because not all guests are angels and it does give the property a chance to set out their side of the story.