Trust & Safety Center

General Questions

• Is Airbnb safe? What’s keeping people from abusing the service?
  • Airbnb users have booked over 5 million nights in 19,000 cities and 192 countries worldwide. The vast majority of Airbnb experiences are safe and positive because of the quality of our community of users. That said, incidents or negative experiences are a possibility, which is why we’ve established best-in-class tools that show our commitment to creating a safe and trusted marketplace for booking spaces around the world. We have created tools like the Host Guarantee, security deposits, a secure payment system, social connections, authentic reviews, and forty features that facilitate trust and reinforce security in the marketplace.
• What is Airbnb’s commitment to me as a user?
  • We have established best-in-class tools that show our commitment to creating a safe and trusted marketplace for booking spaces around the world. Our highest priority is the safety and security of our community, and we will do anything we can to protect our users from negative experiences. We provide our users with the tools they need to flag users, message threads, and listings, and provide them with 24/7 phone access to our Customer Service team if something feels unsafe or uncomfortable.
• What happens if I have an emergency situation?
  • If you ever feel unsafe or threatened, please immediately call local police or emergency services.
  • If you have an urgent situation related to your reservation (unable to reach host at check-in, double bookings, a dispute with your host or guest, or misrepresented properties) then contact Airbnb Customer Service immediately.
• What happens if I have an important problem that is not an emergency?
  • In instances such as these please contact Airbnb Customer Service and a representative will respond to your inquiry as soon as possible.
  • Some examples of non-emergency customer service requests could be:
    • Technical profile questions
    • Changing dates of a reservation
    • You need assistance renting out a place

Contacting Other Airbnb Members

• Why can’t I call or email a guest before booking?
  • To mitigate fraud and the threat of scams, we only share guest contact info (phone number, email address, and last name) after a reservation is accepted and authorized payment is received.
  • Reply to messages by opening the conversation thread and clicking the green "Send Message" button.
  • Even after the reservation is finalized, we strongly encourage you to continue messaging on Airbnb to iron out the details. Messaging within our system provides a paper trail that our customer support team can reference in case your reservation was misrepresented.
• Why can’t I call or email a host before booking?
  • To mitigate fraud and the threat of scams, we only share host contact info (phone number, email address, street address, and last name) after a a reservation is accepted and authorized payment is received.
  • Clicking the blue "Contact Me" button on the listing page lets you ask specific questions regarding a listing or reservation. When the host responds to your message, you'll receive an e-mail alert from Airbnb with a link to the host's response.
  • Even after the reservation is finalized, we strongly encourage you to continue messaging on Airbnb to iron out the details. Messaging within our system provides a paper trail that our customer support team can reference in case your reservation was misrepresented.
• How do I get in touch with my guest after booking?
  • Once a booking is complete and payment is processed, you’ll receive an email itinerary and a message through Airbnb with your guest’s email address and telephone number.
  • You are free to connect with your guest directly through these outlets, though we strongly encourage you to continue messaging on Airbnb to iron out the details. Messaging within our system provides a paper trail that our customer support team can reference in case your reservation was misrepresented.
• How do I get in touch with my host after booking?
  • Once a booking is complete and payment is processed, you’ll receive an email and a message through Airbnb with your host’s email address, telephone number and street address.
  • You are free to connect with your host directly, thought we strongly encourage you to continue messaging on Airbnb to iron out the details. Messaging within our system provides a paper trail that our customer support team can reference in case your reservation was misrepresented.
• What questions should I ask to screen my guest effectively?
  • Asking questions is a great way to build rapport, learn about your guest’s living preferences and expectations - and make sure your house rules will be followed. Consider what matters most to you and focus on that line of questioning. Some examples could be, but are not limited to:
    • What is the reason for your trip?
    • What are you looking to do while you’re in town?
    • How many members in your party? What are their ages and occupations?
    • Where are you coming from and how long do you plan to stay?
    • What time will you arrive and depart?
    • Have you used Airbnb before?
    • Are you traveling alone or with others? How many will be traveling with you?
    • How much of your trip will be spent in the property?
    • What kind of expectations do you have for your stay?
• What questions should I ask to screen my host effectively?
  • Asking questions is a great way to build rapport, learn about your host’s living preferences and set your expectations. You should also ask to clarify any house rules and any questions you may have. Some examples could be:
    • Why do you host on Airbnb?
    • How long have you hosted on Airbnb?
    • How long have you lived in this property?
    • Is this your primary residence?
    • Who will be at the residence? Will they have access to my space?
    • Will you or someone else be available in case of an emergency?
    • Is there a secure place where I can lock my belongings?
    • Do you have pets?
    • What are your expectations of guests that stay with you?

Payment

• Why should I use your payment system?
  • Our payment system protects both parties from fraud and illicit behaviors. When a host accepts your reservation request you will be charged upfront in full. (You will not be charged if the reservation request expires or is denied). Airbnb holds your payment until 24 hours after check-in, at which point we transfer it to the host. This gives you time to arrive, check-in, and confirm that everything is as expected.
  • Should you cancel your reservation, you will be refunded in accordance with your host's cancellation policy (as seen on the listing page and in your itinerary). Sending payment to the host outside of the site prevents us from being able to protect your payment. Our payment system is specifically set up so that your money is safe until you have successfully checked in.
• What happens if I go around the Airbnb payment system?
  • We will not be able to protect your payment. Should you need to cancel your reservation or if something doesn't go as expected, we will not be able to assist you as the reservation and payment are not recorded in our system.
  • Following a stay through Airbnb, guests and hosts are prompted to leave feedback for each other. If you go around the Airbnb payment system you will not be allowed to post or earn reviews.
  • Guests: We will not be able to hold your payment until 24 hours after check-in.
  • Hosts: We will not be able to enforce your cancellation policy should the guest cancel. You will forego earning points, which would raise your listing's placement in search results.
• Does my host have a deposit and how much is it?
  • Some of our hosts do require security deposits and use Airbnb to facilitate them for reservations. The amount of the deposit is in the details section of the listing page.
  • When a security deposit is set up for your reservation, your credit card is authorized 24 hours prior to check-in and voided 48 hours after check-out unless the host contacts customer support.
  • Under no circumstance should you send a security deposit prior to arrival. It is left to your discretion to decide if you are comfortable with the deposit amount. You can look at previous reviews of the listing to help make your decision. In the event that there is a dispute over a host holding the deposit, we will ask the host to provide pictures/a receipt to substantiate holding the deposit. Ultimately, the host has the final say over the deposit but we do monitor our hosts to make sure there is not an underlying pattern of withholding the security deposit.
• What is the value of including a safety deposit?
  • Hospitality may be your first priority, but accidents do happen. Whether it's wine on the rug or something more serious, having a security deposit is a good way to protect yourself against any mishaps.
• When is money exchanged?
  • Guests: you are charged in full at the time of booking.
  • Hosts: you will receive payment 24 hours after the guest checks in.
  • Security deposits are authorized 24 hours prior to check-in and voided 48 hours after check-out.

Research

• What information do you need to create a profile?
  • All users are encouraged to create a profile with a full name, email address, and personal bio. In addition, you can verify your phone number, connect your Facebook account, and have references from friends or colleagues. We make it easy for new users to start building their reputation from day one.
• How does Airbnb verify user information?
  • We provide a number of tools for users to build reputation and verify the information on their profile. Profiles can include up to twenty photos (and video for hosts), verified phone numbers and email addresses, and authentic reviews from other users. In addition, our Social Connections feature connects a user’s Facebook account to their Airbnb account, letting you see if you have mutual friends or a similar network.
  • If a user is missing information, you can request that they complete their profile with a picture, ask them for more bio information, suggest they connect their Facebook account, or request they verify their phone number. We also allow users to set custom trust parameters for messages or reservation requests – if a user hasn’t filled out their profile to the level you’d like, they can’t send you a message or request.
  • Following a stay on Airbnb, guests and hosts leave feedback for each other. These reviews can only be left by people who actually stayed with or hosted the user, ensuring that reviews are an actual reflection of a real experience on Airbnb.
• What should I look for to make sure I can trust a guest or host?
  • Look for a profile with a full name, a descriptive personal bio, and a profile picture of their likeness. Users can also verify their phone number, connect their Facebook account, and get friends to vouch for them through references. For more information and guidance on what to look for, see the Features tab or Personal Safety tab.
• Am I allowed to decline reservation requests?
  • Yes, you are allowed to decline reservation requests. As a host, you have control over your listing.
• How can I be sure that a guest or host is who they say they are?
  • We provide a number of tools for users to build reputation and verify the information on their profile. Profiles can include up to twenty photos (and video for hosts), verified phone numbers and email addresses, and authentic reviews from other users. In addition, our Social Connections feature connects a user’s Facebook account to their Airbnb account, letting you see if you have mutual friends or a similar network. Hosts can see a guest’s full name before accepting a reservation. And we always encourage that users get to know each other through our messaging platform. You can even arrange a phone call through our Voice Connect feature (see Features tab for more details).
  • If a user is missing information, you can request that they complete their profile with a picture, ask them for more bio information, suggest they connect their Facebook account, or request they verify their phone number. We also allow users to set custom trust parameters for messages or reservation requests – if a user hasn’t filled out their profile to the level you’d like, they can’t send you a message or request.
  • Ask questions. Get to know the other person. If you’re not getting answers to your questions, then consider booking with someone else.
• What tools are on Airbnb to verify properties?
  • Before booking, look for the "Verified Photo" watermark on photos. Verified photos mean a professional Airbnb photographer visited the listing and captured and uploaded the photos.
  • Please note "Airbnb.com" is placed at the upper right hand corner of each photo uploaded on our site, possessing this flag does NOT designate a "Verified Photo." Verified photos are those with a check mark and "Verified" text in the watermark.
  • Verified photo:
    
    
  • Airbnb watermarked photo:
    
    
  • Reviews from previous guests serve as a good guide to expectations and previous experiences with a host.
• What if I arrive and the property is unsatisfactory or misrepresented?
  • If you arrive at a property and it is not consistent with the description provided by the host, or doesn’t mean a minimum quality standard of safety, access, or cleanliness, then contact Airbnb Customer Service. Often, guests and hosts can resolve these issues between themselves. But if the issue can’t be resolved, we’ll issue you an appropriate refund or do our best to find you another place to stay.
• How does Airbnb protect my property from theft or vandalism?
  • When you book through Airbnb, your property is covered against guest damages up to $1 million, a level of protection unmatched in the industry. For more, see our Host Guarantee Page.
• How does Airbnb protect me from fraud?
  • Our advanced, proprietary back-end tools weed out fraud and work to keep the community safe from scammers. In addition, our secure payment structure ensures that your money is safe with Airbnb. Please see the Features tab for more information.
• What should I watch for regarding scams?
  • The best way to protect yourself is by asking questions and learning as much as possible about the host through reviews and recommendations. Hosts with incomplete information, missing profile photos or typos in their bio could indicate that they were rushing to create a profile.
  • If a host requests money prior to booking or arrival, attempts to make you pay off-site, or if they try to bait and switch the price in messaging, flag the message thread and alert the Airbnb team who can step into help.
  • If you complete a booking and your host tries to switch properties upon arrival, you can reach us at +1-415-513-0434. We’re here to assist you.
  • If you issue payment outside of Airbnb and you feel as if you’ve been scammed, you are no longer protected under our Terms of Use. In this case, contact the FTC at 877-FTC-HELP (877-382-4357) or file a complaint form online if you are in the United States.
• Does Airbnb do background checks on users?
  • As a community marketplace built on trust, transparency and authenticity, we respect user privacy and do not do formal background checks on Airbnb guests and hosts.
  • All users are required to create a profile with a full name, email address and personal bio.
  • Beyond the basics, guests can verify their phone number, connect their Facebook account, and get friends to vouch for them through recommendations - so even new users can build credibility.
  • Guests and hosts can only leave reviews after a confirmed reservation through the Airbnb platform. Rest assured that what you’re reading is the result of an actual person staying with, or hosting, another member of the Airbnb community.
  • Look for information and ask questions until you feel comfortable with the booking - remember, you’re in control of your booking.

Handling Disputes or Problems

• What is the fastest way to get in touch with someone in an emergency?
  • If you ever feel unsafe or threatened, please immediately contact local police or emergency services.
  • For other inquiries, please contact Airbnb Customer Service.
• What happens if I feel unsafe during my reservation?
  • As a host, you are always in complete control of who stays at your place. If you feel unsafe or threatened, please immediately contact local police or emergency services.
  • If you feel uncomfortable during the reservation, call Airbnb Customer Service. We’ll do our best to book you or your guest somewhere else.
• What happens if someone steals my belongings or does damage to my place?
  • First and foremost, call the police and report the incident. Next, contact Airbnb Customer Service and alert us to the situation. We will begin the process of helping you document the situation, as well as provide authorities with any relevant information that can assist them in their investigation.
  • Please visit the Host Guarantee Page for more information.

Airbnb Host Guarantee

For more details on the Host Guarantee, please visit our Host Guarantee Page.

• How does the Airbnb Host Guarantee Process Work?
  • 1. In an emergency situation, the host should always contact the police, emergency personnel or the proper authorities first. Then contact Customer Service to report the incident.
    2. We find that hosts and guests can often resolve their own issues, so it’s best to start with the source. If a host believes a guest has caused property damage or loss, they should contact the guest to notify them of the complaint.
    3. If a resolution cannot be found between host and guest, the host should carefully review the Airbnb Host Guarantee Terms and determine if they are eligible before submitting a request to Airbnb.
    4. Hosts must submit their request either: 14 days from the guest’s check out, or before the next guest checks in, whichever is earlier.
    5. For Payment Requests submitted on time, we’ll send a confirmation email and follow up emails to discuss next steps, such as further documentation from the host or the guest, within 24 hours.
    6. Once we have received sufficient information from both the host and the guest, we’ll review all documentation, evaluate the payment request, and upon completion of our review contact the host.
    7. The length of the process will vary depending on the severity of the case, the quality of documentation, and the cooperation of the host and guest. We strive to resolve most cases within a week of when they are submitted.
• What should I do before submitting a payment request?
  • 1. Contact your guest to notify them of your complaint. It is often the case that hosts and guests can resolve issues on their own.
    2. If you and your guest are unable to come to a resolution, we recommend that you file a police report. A police report is encouraged in all cases and is required for payment requests that exceed $300.
    3. Gather as much documentation as possible to submit with your form, including photos, receipts, police report, and any other documentation that proves ownership, damage, and estimates the fair market value of items damaged.
    4. If you don’t think the incident in question will be covered under the Host Guarantee, or if you have any further questions, you can contact Airbnb Customer Service.
• How do I submit an Airbnb Host Guarantee payment request?
  • Log in to Airbnb, and then submit online. Payment requests are subject to the terms of the Host Guarantee, so we urge you to read through the terms and conditions prior to submitting a claim.
• What information will I need to provide with my request?
  • Here are some examples of documentation and information that will help process your Payment Request as quickly as possible:
    • Photographs of the damage being claimed
    • A police report for any damage that is over $300
    • Receipts or some alternative evidence of the accurate fair market value or repair cost
    • Any other documentation that you feel will be helpful to processing your request
• Should I have a security deposit? How does the Host Guarantee work with the security deposit?
  • The Host Guarantee does not cover reasonable wear and tear. Hosts can use our easy system to implement a security deposit to cover wear and tear, if they so choose. The Host Guarantee is designed to cover rare instances of damage. For smaller, simpler accidents (like a broken glass), a security deposit can be useful for hosts.
  • Adding a security deposit to your listing is easy. Go Edit Listing for your property, and then change your security deposit setting in the Pricing and Terms section. The Hosting tab is the quickest way to navigate there.
• Should I have homeowners or renters insurance?
  • The Host Guarantee is not insurance and should not be considered as a replacement or stand-in for homeowners or renters insurance. Hosts may want to consider independent insurance to cover valuable items like jewelry, artwork, or collectibles.
  • We strongly encourage all hosts to review and understand the terms of their insurance policy and what it covers and does not cover. Not all insurance plans will cover damage or loss to property caused by a guest that rents your space.
• How long will it take for my payment request to be processed?
  • The length of the process will vary depending on the severity of the case, the quality of documentation, and the cooperation of the host and guest, but we strive to resolve most cases within a week of their submission.