Hotels have great amenities, really good customer support, and not too much BS.
With AirBnB it's an absolute gamble if you're going to get a good host or a wannabe slumlord. I don't think this is AirBnB's fault though, just general human greed, wanting to make easy money by providing as little value as possible.
AirBnB is where caveat emptor rules. AirBnB becomes more of a gamble was they allow gaming reviews. However, I've had plenty of problems with hotels (e.g., mechanical noise) and rarely experience anything delightful (although I did once get a very nice blueberry mule). Hotels are almost never better than expected.
Using AirBnBs, I've had some wonderful surprises (beautiful views, great human interactions) and a lot of variety. I've never had a problem, but I always make sure that the host is a superhost. My wife recently stayed at a place infested with roaches but it wasn't superhosted. . .
The last 2-3 years though, it has been less than stellar with both super host and non-super hosts stays for a majority of the stays, so I stopped using AirBnB. I'm sure there are still a lot of hosts that have a property they treat properly, treat the guests good, and care about hospitality etc. but the general vibe I get is that a lot of superhosts are folks with a bunch of properties doing the bare minimum while charging the absolute maximum. Just personal experience in the US though.