Getting protected through AirCover
AirCover is comprehensive protection for Airbnb guests, included for free with every booking. It includes protection from Host cancellations, listing inaccuracies, and other issues like trouble checking in, as well as a 24-hour Safety Line.
Booking Protection Guarantee
In the unlikely event a Host needs to cancel your booking within 30 days of check-in, we’ll find you a similar or better home, or we’ll refund you.
If your Host cancels your reservation
Get details about what’s protected and how to request reimbursement.
If you can’t check into your home and the Host cannot resolve the issue, we’ll find you a similar or better home for the length of your original stay, or we’ll refund you.
If you can’t get in touch with your Host
When you have a confirmed reservation, you’ll have your Host’s email and phone number in the message thread for your trip.
If at any time during your stay you find your listing isn't as advertised—for example, the refrigerator stops working and your Host can’t easily fix it, or it has fewer bedrooms than listed—you'll have three days to report it and we’ll find you a similar or better home, or we’ll refund you.
What to do if the place you're staying in isn’t clean at check in
If you check in and the place isn’t clean, contact your Host and then contact us. Issues must be reported to us no later than 72 hours after you discover them.
If something goes wrong during your stay
We recommend that you send a message to your Host via Airbnb so they can fix the issue. If you can't reach them, you can ask us for help.
24-hour Safety Line
If you ever feel unsafe, we're here to help you get priority access to specially-trained safety agents who will assist you with your safety issues or directly connect you local emergency authorities, day or night.
Get help or contact Airbnb
Need to reach us? Here's how. You can call or message us anytime.
AirCover and your protection
AirCover protects you from many issues that might come up during your stay—like the heat going out in winter—but it doesn’t include more minor inconveniences, like a broken toaster.
If an issue does come up during your stay, we recommend you reach out to your Host first to see if they can readily resolve it. If they can’t, you have 72 hours from when you first discover the problem to contact us and we’ll look into it. If we find the issue is protected by AirCover, we’ll get you a full or partial refund, or, depending on the circumstances, find you a similar or better place to stay.
Learn more about what is and isn’t protected by AirCover.
Please note that there are a few types of bookings with protections that are more tailored to their unique nature: Airbnb Luxe follows the Luxe Rebooking and Refund Policy; Airbnb Experiences are protected by our Experiences Guest Refund Policy; and domestic bookings in mainland China are protected by this Rebooking & Refund Policy.