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Legal terms
Guest

Guest COVID Support Program

Announced in January 2022, Airbnb’s Guest COVID Support Program (the “Program”) was established to provide relief to guests whose stay reservations have been disrupted by the recent COVID-related government travel restrictions described below.

Airbnb is pleased to be funding the Program with $20 million USD, which will be administered in our sole discretion to help guests facing these extraordinary challenges. The Program will end when all Program funds have been allocated, or on April 30, 2022, whichever comes first.

Circumstances covered by Airbnb’s Extenuating Circumstances Policy are not eligible under this Program (including where a guest is sick with COVID-19).

Canceled bookings that are eligible

Canceled bookings must satisfy all of the following criteria:

  • A stay reservation with a check-in date on or after December 1, 2021;
  • Canceled by the guest (a) on or after December 1, 2021, (b) before check-in and within 45 days of check-in, and (c) on or before the end date of the Program; and
  • Canceled due to a qualifying government-mandated travel restriction arising after the time of booking.

Types of government-mandated travel restrictions covered

Only the following COVID-related travel restrictions are covered:

  • A border closure, shelter-in-place, or lockdown order that prohibits either:
    • All non-essential in-bound travel to the guest’s destination location, or
    • All non-essential out-bound travel from the guest’s location of origin;
  • A new or extended requirement that all travelers from the location of origin must quarantine or self-isolate upon arrival at the destination location.

This includes situations where a quarantine requirement in the destination location existed at the time of booking, but was expanded or extended after booking and before the check-in date. For example, if a 7-day quarantine requirement in the destination location was in effect at the time of booking, but it was later extended to 14 days, the booking may be eligible.

This does not include situations where a quarantine or self-isolation requirement only applies to a specific guest (or group of guests), and not to all non-essential travelers from the location of origin. It also does not include situations where a guest is required to quarantine or self-isolate at the location of origin before traveling to their destination (for example, because they are deemed a close contact of a COVID-19 case).

Note that the Program only applies to travel restrictions that were not in place at the time the booking was made. For example, if a guest traveling to Israel made a booking in October — before Israel began restricting in-bound travel due to Omicron — with a check-in date in December, the booking would be eligible under this Program. However, if those travel restrictions were already in place at the time the guest booked the stay, they would not be eligible for relief under the Program.

Types of bookings that are not eligible

The following bookings are not eligible for relief under the Program:

  • Airbnb Luxe bookings
  • Airbnb for Work bookings
  • Bookings for Experiences
  • Bookings by guests whose country of residence is mainland China

Making a request for relief

If a booking meets the eligibility criteria above, the booking guest can contact our 24/7 Community Support team and will be required to provide information demonstrating their eligibility. We must receive any request for relief within 90 days of the date the booking was canceled.

If we become aware of any fraud, deceit, or other violation of our Terms of Service or Payments Terms of Service, Airbnb reserves the right to deny a request, withdraw relief, suspend or terminate a guest’s account, or take other appropriate legal action.

Type of relief available

If Program funds are still available and we determine the reservation qualifies for relief, the booking guest will be eligible to receive a single-use travel coupon for 50% of the unrefunded portion of the reservation. For example, if a guest cancelled a $500 reservation and was refunded $250 under the Host’s cancellation policy, the guest would be eligible to receive a travel coupon for $125 (50% of the unrefunded portion). The Host’s payout for the reservation will not be affected.

Airbnb expects to review requests in the order that we receive them. All travel coupons issued under this program are subject to the availability of funds within the Program.

When you’ll get your travel coupon

If we determine that a booking qualifies for relief, and Program funds are still available, the travel coupon should arrive in the guest’s account within 7-10 business days. Guests can view travel coupons under Profile > Account Settings > Payments and payouts > Credits & coupons.

Requesting multiple travel coupons

If a guest has more than one eligible booking, they may submit a request for each eligible booking. Airbnb reserves the right to limit the number of travel coupons issued to a single guest under the Program.

Terms for travel coupons

The coupon is a one-time use and non-refundable coupon that may only be used for a reservation for a stay with a check-in date on or before December 30, 2023. It is only valid toward a reservation for a stay on Airbnb. If a reservation booked with a coupon is canceled by the guest, the coupon will no longer be valid. The coupon is not redeemable for cash or gift cards, or toward previous purchases, and cannot be transferred or combined with another offer, coupon, or discount. Airbnb reserves the right to any remedy, including voiding this coupon, in cases of suspected fraud, misuse, violation of our Terms of Service or Payments Terms of Service, or technical errors.

How the Program works

Airbnb established the Guest COVID Support Program to help our guest community during the recent surge in COVID-19 cases throughout the world. All aspects of the Program are at our sole discretion, including guest eligibility. Airbnb’s decisions under the Program are final and binding on guests but do not affect other contractual or statutory rights they may have, such as under our Guest Refund Policy, Extenuating Circumstances Policy, or the Host’s cancellation policy for the booking. Any right that a guest may have to initiate legal action remains unaffected.

Please refer to this page for the latest Program details, and we will post an update when the Program has ended. Only bookings canceled on or before the end date of the Program will be eligible for relief. As the pandemic continues to evolve and circumstances change, we will monitor the Program and may extend, pause, modify, or terminate the Program at our sole discretion.

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