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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
London, United Kingdom
Level 10

@Emilia42 

 

Ah okay. I wasn't paying enough attention and didn't notice that. I wonder how expansive this will be. Will it be for the US only? I guess we'll just have to wait and see...

Re: Improved protections for Hosts and guests

in
Stuttgart, Germany
Host Advisory Board Member

Well, I can imagine the huge challenge to adapt the terms to all local regulations.

Re: Improved protections for Hosts and guests

in
London, United Kingdom
Level 10

@Till-and-Jutta0 

 

Are there not travel insurance companies that offer worldwide travel insurance? I'm pretty sure those have been around for decades. How do they mange local regulations?

 

These cover most key travel issues and seem to fall into two categories: those that cover the USA, Canada and Caribbean (because those are the countries where medical treatment is most expensive) and those that don't. Otherwise, they cover most of the world.

 

So, it's not a new thing. It exists already.

Re: Improved protections for Hosts and guests

in
Stuttgart, Germany
Host Advisory Board Member

I can’t imagine the rates would differ in a discriminating way.

Re: Improved protections for Hosts and guests

in
London, United Kingdom
Level 10

@Till-and-Jutta0 

 

Sorry, not sure if you were replying to me here or someone else? I'm not sure I said anything about rates (other than insurance companies normally charge more to include North America in worldwide policies, much like they charge extra if you're going skiing or doing adventure sports).

 

I did write "expansive" above, not "expensive"! I was wondering how many countries would be included but it sounds like quite a few...

Re: Improved protections for Hosts and guests

Online Community Manager in
London, United Kingdom
Online Community Manager

Thanks for sharing that @Till-and-Jutta0 ! Yes, we are all very excited to launch that function in coming months!


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Re: Improved protections for Hosts and guests

in
Fredericksburg, VA
Level 10

@Stephanie   The new categories clearly weren't well thought out or beta tested.  The current selection of Waterfront categories are too specific and exclude a significant portion of the waterfront listings. 

If you have a home on the ocean, hopefully the Bots will figure out your category as Beach Front.

Stephanie365_2-1652416784566.png

 


If you have a home on a Lake, hopefully the Bots will figure out your category as Lake Front. 

Stephanie365_3-1652416809471.png

But what if your home is neither Lakefront nor Beachfront? The bots don't acknowledge you.
This is why going with AI machines picking categories instead of letting the Hosts themselves pick their categories is a Really Stupid Idea.


In the middle of the map above, the one with NO search results, is a large body of water called the Pamlico River that feeds into the Pamlico Sound of North Carolina.  Just below it is another large body of water; the Neuse River.  But based on the AirBNB Bot categories, one would think there are no waterfront homes in this area because neither the Lakefront nor the Beach searches recognize RIVERS, SOUNDS or BAYS.

Yet when I switch to "All Homes", look how many WATERFRONT listings there are on the Pamlico River? There are many more than just the ones shown; they pop up as the map is moved.

Stephanie365_4-1652417242570.png

There are another 2-3 dozen on the Neuse River which is just below Pamlico River...

Stephanie365_5-1652417334601.png


Your "AI Machines" aka Bots, missed every single one of these waterfront homes.

This really needs to be addressed.

 




 

 

Re: Improved protections for Hosts and guests

Online Community Manager in
London, United Kingdom
Online Community Manager

Hi @Stephanie365,

 

Appreciate how detailed your feedback is here, thank you for testing the Categories so thoroughly! We're in touch with the product team and passing on all your comments to them, as they are so, so valuable. I'll update you here as and when I get more clarifications!

 

Emilie

 

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Re: Improved protections for Hosts and guests

in
Budapest, Hungary
Level 2

I have just a case with a moldy flat (I am allergic incl. asthma and did get serious problems to properly breath after staying only 30 minutes in that apartment - with open windows.) where AirBnB has closed my case without even giving an answer on my escalation. As the case got closed I opened already several new ones, but those got closed after the initial default response... 

I mean, if the AirBnB support will behave the same it won't make a difference if there is any "insurance" on a booking, as long as support just doesn't care about guests...

Re: Improved protections for Hosts and guests

Online Community Manager in
Galashiels, United Kingdom
Online Community Manager

Sorry to hear about this, @Eszter34.

I've escalated this to Support to see if they can follow up.

Jenny


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Re: Improved protections for Hosts and guests

in
Murrells Inlet, SC
Level 2

My experience with Aircover has not been good. I have reached out to the resolution center multiple times with no response regarding a large claim in damages caused by my very first guest at a new listing  @Emilie They only reach out by email. They sent 2 emails that went to spam folder, and instead of calling me to follow-up, Brenda sent another email that I finally got in my inbox, and gave me a lowball offer. The email states" go ahead and confirm acceptance of this offer" and if they do not here from me in 3 days they will assume I'm no longer pursing this claim and the request will be closed.   I'm assuming they will say they never heard back because they don't respond! 

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