We’ve all seen Airbnb’s promise of "AirCover", a policy that is supposed to protect guests when things go wrong. But what happens when you actually need it? Let me tell you from first-hand experience—it’s a lie.
After an 8-hour flight, I arrived at my Airbnb late at night, exhausted and ready to rest. But when I got there, the key was missing from the lockbox, and I was locked out in a dark, unfamiliar neighborhood at 11 PM.
I immediately contacted Airbnb Support, expecting real help, fast solutions, and protection under AirCover. Instead:
❌ No immediate response
❌ No alternative accommodation secured for me
❌ No concern for my safety
I was left standing outside alone until 12:30 AM, repeatedly messaging and calling, while Airbnb’s support team offered nothing but empty words and scripted apologies. Their best solution? “Find a hotel yourself and send us the receipt.”
What if I didn’t have the money upfront? (it was the case I had to call my boss)
What if something had happened to me while I was waiting?
What is the point of AirCover if it doesn’t protect guests in real-time emergencies?
I had no choice but to book a last-minute hotel with the help of my employer (which I will need to reimburse)—a cost that could have been avoided if Airbnb had actually stood by its AirCover guarantee.
Airbnb needs to be held accountable. A refund after the fact is not protection. True customer care means taking action when it matters, not after the damage is done.
If you’re relying on AirCover to keep you safe, think twice. When I needed Airbnb the most, they failed me.
Has anyone else experienced this? Let’s talk about it.
