Improved protections for Hosts and guests

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The strength of Airbnb is built on your commitment to ensuring guests have great stays. In the rare event that something happens outside your control, and you aren’t able to resolve the issue, we want your guests to know Airbnb is there to help.

 

Last November, we introduced AirCover for Hosts.** We’re now adding AirCover for guests, offering industry-leading free protections for our whole community. This will ensure that everyone has the confidence to host and stay on Airbnb.

 

We also have new info about AirCover for Hosts that will allow you to escalate a reimbursement request faster, and updates about security deposits, travel insurance for guests, and removing COVID-19 as an extenuating circumstance. 


Head to the Resource Center to get all the details, and tell us: What has your experience been with AirCover for Hosts since we introduced it last year?

25 Replies

Re: Improved protections for Hosts and guests

in
Polson, MT
Level 10

I'm confused about who pays for the refunds under Air Cover for Guests.  Is it the hosts?  Or Airbnb?  Could you please clarify?

Re: Improved protections for Hosts and guests

Online Community Manager in
London, United Kingdom
Online Community Manager

Hi @Jennifer2682 ,

 

 Some more details on what is included in Aircover for guests:

 

  • Booking Protection Guarantee: In the unlikely event you need to cancel a guest’s booking within 30 days of check-in, we’ll find your guest a similar or better home at Airbnb’s expense, or we’ll refund them.
  • Check-In Guarantee: If a guest can’t check in to your place and you aren’t able to resolve the issue—for example, if your guest can’t access your property and can’t get in touch with you—we’ll find your guest a similar or better home for the length of their original stay at Airbnb’s expense, or we’ll refund them.
  • Get-What-You-Booked Guarantee: If at any time during a guest’s stay, they find your space isn’t as advertised—for example, the refrigerator stops working and you can’t easily fix it, or it has fewer bedrooms than listed—the guest has three days to report it, and we’ll find them a similar or better home at Airbnb’s expense, or we’ll refund them.
  • 24-Hour Safety Line: If a guest ever feels unsafe, they’ll get priority access to specially trained. safety agents, day or night.

 

You can read about it here: https://www.airbnb.com/aircover

 

Thanks,

 

Stephanie


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Re: Improved protections for Hosts and guests

in
Polson, MT
Level 10

Thanks Stephanie, appreciate the response.  I've been reading all of that but it's still unclear to me.  When Airbnb says, "we'll refund them" does "we" mean Airbnb or hosts?   

Re: Improved protections for Hosts and guests

Online Community Manager in
London, United Kingdom
Online Community Manager

Ah @Jennifer2682 , sorry about that - yes, let me get that clarified. I'll come back and reply here.

 

Thanks


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Re: Improved protections for Hosts and guests

in
London, United Kingdom
Level 10

@Stephanie 

 

When I first stated reading this, I thought great, Airbnb is finally offering some kind of travel insurance for guests, but I quickly realised it's not that. The first point is good I think so that guests are not left in the lurch at the last minute. It's also a big improvement that it's now specified that Airbnb is responsible for paying should the guest need to be reaccommodated in a more expensive place.

 

My worry, however, is that this is a BIG temptation to scammers (see all the comments on the thread announcing the extension from 24 hours to 72 for a guest to report a travel issue). Just to be clear, where it says "at Airbnb's expense", does that mean that Airbnb will pay any extra accommodation costs when the listing is more expensive, or for the entire costs if the guest has to be moved, i.e. the guest ends up getting a free stay and the original host doesn't get their payout? 

Re: Improved protections for Hosts and guests

in
Stuttgart, Germany
Host Advisory Board Member

@Huma0  schrieb:

When I first stated reading this, I thought great, Airbnb is finally offering some kind of travel insurance for guests, ... 


 

Did you see this:

 

travel insurancetravel insurance

 

Re: Improved protections for Hosts and guests

in
London, United Kingdom
Level 10

@Till-and-Jutta0 

 

Yes, that's why I mistakenly thought that was what this update was about. I guess the insurance one is still on the way...

Re: Improved protections for Hosts and guests

in
Jersey City, NJ
Level 10

@Huma0  Is any of this new?  Airbnb always gave you a refund if the host cancelled, they always gave you a refund if you couldn't access the property, and they [almost] always gave you a refund if there was a missing amenity or major problem.  The 24 hour line may be new, but since you could always contact Airbnb on a 24 hour basis, it seems like just more 'rebranding' of what already exists.  Like their party hot line, which is basically the same poorly trained people answering all the lines.

 

What IS new is that this, including the 3 days to report an issue, is now very much more prominent, just a click away, which will undoubtedly increase the claims and the refunds.

Re: Improved protections for Hosts and guests

in
London, United Kingdom
Level 10

@Mark116 

 

No, none of it is new really. I just got excited when I first started reading thinking it was the insurance option finally coming in to place. I quickly realised it was not...

Re: Improved protections for Hosts and guests

in
Jersey City, NJ
Level 10

@Huma0 I've wished and wondered for a long time why Airbnb didn't buy a travel insurance company and wrap that into their offerings, it seems like a perfect match and a badly needed addition.

 

It would have to be an existing company because we know that Airbnb could never in a million years develop and manage an insurance company that depends on the consistent application of clear rules, where apples are always compared with apples and no one announces they are taking a three day break.

Re: Improved protections for Hosts and guests

in
London, United Kingdom
Level 10

@Mark116 

 

Yes, I believe you are completely right there. They need another, competent company with trained employees to handle that. 

 

The standard, "Your case has just been handed to me and I really want to help you but just so happen to be out of the office for the next three or four days.." response just doesn't cut it.

Re: Improved protections for Hosts and guests

Online Community Manager in
London, United Kingdom
Online Community Manager

@Huma0 @Mark116 We're working on bringing you more information on Guest Travel Insurance soon, and it'll be available in several countries. Sit tight, more to follow! 🙂

 

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Re: Improved protections for Hosts and guests

in
England, United Kingdom
Level 10

@Till-and-Jutta0 This is a very positive change. As soon as a guest turns down a proper insurance policy it should be a lot easier for Customer Services to hold them to the hosts cancellation policy etc.

Re: Improved protections for Hosts and guests

in
Orono, ME
Level 10

@Mike-And-Jane0 @Till-and-Jutta0 @Huma0 

Note the text "in some areas." This likely will not be available to all.

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