Host with confidence with our policies and protections
Many of you have told us how much you love sharing your space and connecting with people from all over the world. Of course, that would be impossible if you didn’t feel supported while you host.
We understand you need Airbnb to support you in the rare but unfortunate moments when things don’t go according to plan. To help you host with confidence, here are some of the tools, policies and features we have in place.
Top-to-bottom Host protections
At Airbnb, our comprehensive Host protections set us apart and help us keep our community safe.
- AirCover for Hosts: What if a guest smokes in your space and you need special cleaning? What if a guest’s dog makes a snack of your sofa and you need to repair it? AirCover for Hosts gives you $1 million in damage protection and $1 million in liability insurance. It’s always included and always free – only on Airbnb.*
- Guest Standards: Our guest reliability standards outline what Airbnb expects of guests. A reported violation of any of these standards is considered alongside past violations, which informs any enforcement decisions made by Airbnb.
- Cancellation notifications: We’ll alert you if we proactively cancel reservations that may have led to a party, based on previous guest reviews that mention parties and other criteria. You also have the right to assess guest reviews and message threads, and to cancel a reservation you reasonably believe will lead to a party. All cancellations must be in line with Airbnb’s nondiscrimination policy.
Tools to give you more control
Part of hosting is setting expectations to help prevent incidents from happening in the first place. Here are a few of the features we’ve created to help you attract guests who’ll be a good fit for your space:
- Calendar and booking settings: Starting with how many people can stay at your place, you let guests know what works for you. Choose how many nights guests can stay, how far in advance they can book, and how much time you need between stays. Learn more about choosing your booking settings
- Cancellation policies: The cancellation policy you choose will clearly state how much notice your guests must give if they want to cancel their reservation and receive a full refund. Learn more about choosing a cancellation policy
- ID verification: All guests must provide their full name, date of birth, phone number, email address and payment information to Airbnb before booking. But, you can also require that guests provide Airbnb with a valid form of identification before they book. Learn how to request that guests be verified
- House rules: Your house rules – such as no smoking, pets or visitors – are customisable and help guests better understand your expectations so they can decide whether your space is a good fit. Because of the importance of house rules, we’ve made them visible to guests in numerous places, including your listing page and the booking confirmation page.
Community support for Hosts
Even with these standards and settings in place, there are rare cases where things don’t go as expected. In those moments, there are several ways for you to get support from Airbnb:
- Live chat: Airbnb online support is the fastest way to get the help you need for non-urgent issues like updating your calendar or adjusting your pricing.
- Dedicated Superhost support: If you’re a Superhost, you’ll effortlessly connect with an expert customer service staff member whenever you ask for help.
- A local emergency line: We know that guests travelling in unfamiliar countries may not know how to contact local emergency services so we’ve launched an in-app emergency call button. This button provides a direct line to local law enforcement and emergency services during an active reservation.
- An urgent support line: If you’re in the US and you’re experiencing an urgent matter related to your security or safety during an active reservation, you can quickly connect to a specialist for help via our app.
It’s vital that we foster trust in order for the Airbnb community to thrive – and we hope these protections and features help us accomplish just that. As always, thank you for being a Host.
*Host damage protection, Host liability insurance and Experiences liability insurance don’t cover Hosts who offer stays through Airbnb Travel, LLC, or Hosts in mainland China and Japan, where the China Host Protection Plan, Japan Host Insurance and Japan Experience Protection Insurance apply. Host damage protection isn’t related to Host liability insurance.
Keep in mind that all coverage limits are shown in USD and that there are other terms, conditions, and exclusions.
Information contained in this article may have changed since publication.
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