Unfair AirCover Denial — Has This Happened to Anyone Else?

[Zainab44]

Hi fellow hosts, I’m reaching out to share a troubling experience and get some advice from the community. I had a booking from Person X, but she never showed up herself. Instead, two unauthorized guests arrived—even though the booking was only made for one person. This was reported to Airbnb right on the day of check-in. Unfortunately, those guests left the property in terrible condition: stained linens and excessive mess that required additional deep cleaning. I submitted all the necessary evidence (photos, videos, and Airbnb message logs) before the guest even checked out and followed Airbnb’s AirCover process exactly as instructed. Still, Airbnb rejected my claim without a clear or policy-based explanation. I’ve asked for escalation and clarification, but I keep receiving template replies that don’t address the issue directly. This honestly feels very unfair—especially when the policy promises protection and I’ve done everything by the book. Has anyone else gone through something similar? Would really appreciate any suggestions on what I can do in this situation or how to get Airbnb to take a proper look at the case. Thanks in advance!

[Helen3]

I am so sorry this happened to you. If there is a next time it would have been better not to allow the visitors not to check in as they weren't the person who had booked @Zainab44 

what reason did Airbnb give for not allowing your claim.

[Joan2709]

@Zainab44 

Sorry this happened and frustrating for sure.

I agree with @Helen3 in that you should have contacted Airbnb and had them cancel the stay as it was a 3rd party booking and unauthorized extra guests. Once you allowed the booking and extra guests to stay, Airbnb may then say Aircover doesn't apply, as you knowingly allowed a 3rd party to stay and also allowed an unregistered guest. Just a guess on my part though since they didn't give you a reason for denying the claim.

This is the problem Hosts face when allowing a 3rd party booking to proceed. Airbnb will say it's up to you if you want to allow the 3rd party booking, but it is in violation of their policies and therefore you may not be covered if something like this occurs.

Third Party Reservations

https://www.airbnb.com/help/article/427

[Naomi208]

hall