We’ll help you get rebooked or give you a full or partial refund

Here’s where we can help:

• If your home host cancels before check-in
• If there’s a problem and you can’t get in touch with your host
• If the listing is significantly different than advertised, and your host can’t resolve the issue

Our team can help you find a similar place, considering location and amenities, based on availability at comparable pricing. If a similar place isn’t available or you’d prefer not to rebook, we’ll give you a full or partial refund, including service fees.

How AirCover for guests works

AirCover for guests provides support for serious issues with your home booking, for example:

• Host cancels your reservation prior to check-in
• The heating is not working in winter
• The listing has fewer bedrooms than listed
• It’s a different type of home–a private room instead of an entire home
• A major advertised amenity, such as a pool or kitchen, is missing

AirCover for guests doesn’t include more minor inconveniences, like a broken toaster.

Resolving issues during your stay

Your host is your best point of contact to reach out to if anything comes up. You can message your host directly to let them know what’s going on. If an issue does come up during your stay:

1. Document the issue: Take photos or videos as evidence.
2. Contact your host: Notify your host within 72 hours of discovery, describing the problem and seeking a resolution.
3. Contact us: If your host is unresponsive or unable to resolve the issue, contact us immediately.
4. AirCover for guests support: If the issue is covered by AirCover for guests and you wish to leave, we’ll help you find comparable accommodation based on availability and pricing. If a similar place is unavailable or you prefer not to rebook, you’ll receive a full or partial refund.

24-hour safety line

Need to reach us? Contact us by phone, email, or chat.

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 to local emergency authorities, day or night.