For ultimate peace of mind, we've got your property protected. Every eligible booking, every time.
Your peace of mind is priceless. So we don't charge for it. Every eligible booking on Airbnb is protected by our Host Guarantee at no additional cost to you. Sleep easy. You're worth it.
We don't just say that we value our hosts. We back it up - to the tune of $1,000,000. That's an unmatched level of protection in the travel industry. You're part of the Airbnb family, and we stand by our family.
Although you're unlikely to experience any issues with property damage on Airbnb, we understand that you may need protection. The Host Guarantee will reimburse you for up to $1,000,000 in damage to your eligible property. It's the latest example of Airbnb's commitment to helping create a safe and trusted community around the world.
The Host Guarantee provides protection for up to $1,000,000 in damages to eligible property in the rare event of guest damages which are not resolved directly with the guest, in specific countries (see below). These payments are subject to certain conditions, limitations, and exclusions, the details of which can be found in our Host Guarantee terms and conditions.
The Guarantee Payment Request form can be submitted online.
Hosts seeking payment under the Host Guarantee agree to cooperate with Airbnb and its insurers, including providing documentation of the loss they’re claiming and agreeing to inspection in the rare cases it may be necessary.
The Host Guarantee is not insurance and should not be considered as a replacement or stand-in for homeowners or renters insurance. The Host Guarantee does not protect:
Certain types of property, such as jewelry, collectibles and artwork have more limited protections. Hosts may want to secure or remove such valuables when renting their place, and may want to consider independent insurance to cover such items. The Host Guarantee does not protect reasonable wear and tear. Hosts can take advantage of our user-friendly system to implement a security deposit to protect wear and tear, if they'd like to.
In an emergency situation, the host should always contact the police, emergency personnel or the proper authorities first. Then contact Customer Service.
In all other situations, if the host believes a guest has caused property damage or loss, they should first contact the guest to notify them of the complaint and try to negotiate a resolution.
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.
Hosts must submit their request either 14 days from the guest's check out, or before the next guest checks in, whichever is earlier.
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 guest, within 24 hours.
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.
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 submission.
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.
The Host Guarantee does not protect against reasonable wear and tear. Hosts can use our easy system to implement a security deposit to protect against wear and tear, if they so choose. The Host Guarantee is designed to protect against 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 to Manage 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.
Contact your guest to notify them of your complaint and try to resolve the issue directly with your guest. It is often the case that hosts and guests can resolve issues on their own.
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 US$300.
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.
If you don't think the incident in question will be protected under the Host Guarantee, or if you have any further questions, you can contact Airbnb Customer Service.
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 US$300
Receipts or some alternative evidence of the accurate fair market value or report cost
Any other documentation that you feel will be helpful to processing your request
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 which are subject to limited protection under the Host Guarantee. See our Host Guarantee terms for more details.
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 books your space.
The length of 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.