Emergencies and unexpected trip interruptions happen—and having to turn down a guest’s request for a refund can be tough. As a Host, you want to be sympathetic, but you also need to earn a living and avoid bad reviews.
To better support you and your guests, we’re introducing travel insurance. We want to give guests the opportunity to buy insurance for certain covered events that fall outside their Host’s cancellation policy. Starting in the next few weeks, guests in the U.S*., U.K.**, Germany, Spain, Italy, Ireland, the Netherlands, Austria, and Portugal*** will be able to buy travel insurance when booking a trip on Airbnb.
We hope that when guests purchase travel insurance and cancel for a covered reason, it will reduce the possibility of guests asking Hosts for a refund outside of the Hosts’ cancellation policies. You can get more details in the Resource Center.
Have you ever had a guest cancel at the last minute? Share how you handled it below.
*For guests in the U.S., the travel insurance plan is offered by Airbnb Insurance Agency LLC and underwritten by Generali US Branch.
**For guests in the U.K., travel insurance is underwritten by Europ Assistance S.A. Europ Assistance S.A. is authorised and regulated by the Ministere de l’Economie et des Finances Direction du Tresor Service des Affaire, France. Deemed authorised by the Prudential Regulation Authority, U.K. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority in the U.K. The nature and extent of consumer protections may differ from those for firms based in the U.K. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the U.K. for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website. Travel insurance is arranged by Airbnb UK Services Limited. Airbnb UK Services Limited is an appointed representative of Aon UK Limited, who is authorised and regulated by the Financial Conduct Authority. Aon UK Limited’s FCA register number is 310451, you can check this by visiting the Financial Services Register or calling 0800 111 6768. Travel insurance is available to guests aged 18 and over. Full terms and conditions apply. FP.AFF.320.LC.
***For guests in the EU, travel insurance is underwritten by Europ Assistance S.A., acting through its Irish Branch. Europ Assistance S.A. is authorised by the Autorité de Contrôle Prudentiel et de Résolution (ACPR) in France and is regulated by the Central Bank of Ireland for conduct of business rules. Travel insurance is offered by the insurance intermediary Aon Iberia Correduria de Seguros y Reaseguros S.A.U. assisted by Airbnb Marketing Services S.L.U. acting as an external collaborator. Aon’s registered office is located at C/ Rosario Pino, no. 14-16, C.P. 28020 in Madrid, Spain. Aon is registered at the Commercial Registry of Madrid on Sheet M-19857, Volume 1577, Page 122, tax identification number A-28109247, and it is registered on the Directorate-General of Insurance and Pension Funds’ Register of Insurance and Reinsurance Distributors under number J-0107. Aon has the financial capacity and civil liability insurance stipulated in the Spanish Royal Decree-law 3/2020. The insurance policy benefits and services are described on a general basis and are subject to certain conditions and exclusions.
The insurance policy benefits and services are described on a general basis and are subject to certain conditions and exclusions.