Airbnb Air Cover Requests

Subject and Goal

This article will give you a clear picture of how Airbnb Reimbursement Requests work and what the mandatory steps are for opening an Air Cover Request.

What is Airbnb Host Damage Protection?

Airbnb Host Damage Protection (previously Airbnb Host Guarantee) is a property damage protection program for hosts. It provides coverage of up to $3,000,000 to hosts for damages caused by guests and their pets during their stay that exceed the security deposit amount or if no security deposit has been requested. The program covers hosts for damages from the time of check-in until check-out.

What does Airbnb Host Damage Protection Cover?

The Host Damage Protection program covers hosts for:

• Damages caused by an Airbnb guest (or others) to your property

• Damages caused to your belongings by a guest (or others). These now include some (not all) fine art, jewelry, and collectibles, which may be repaired or replaced at appraised value if damaged

• Damages are caused to your property or belongings by a guest’s pet. These now include some (not all) fine art, jewelry, and collectibles, which may be repaired or replaced at appraised value if damaged

• Damages caused to cars, boats, and other watercraft parked or stored at your property

• Unexpected cleaning costs due to the behavior of a guest (or others)

• Income lost if you are forced to cancel confirmed future Airbnb bookings due to damage caused by a guest (or others)

What does Airbnb Host Damage Protection Not Cover?

• Theft of cash and securities such as money, savings bonds, and stock certificates

• Theft of host’s pets or livestock

• Damage to property and/or belongings from ordinary wear and tear

• Damage to property and/or belongings from acts of nature like earthquakes and hurricanes

• Personal liability due to bodily injury to guests or third parties

How does Airbnb Host Damage Protection Work?

If you experience any of the damages covered under the Host Guarantee program, you can file a claim.

1. Collect evidence of the damage caused. This can take the form of photographs and videos, as well as estimates and receipts of repair.

2. File an AirCover for Hosts request through the Airbnb Resolution Center within 14 days of the responsible guest’s checkout.

3. The guest has 24 hours after your submission to pay.

4. If the guest does not respond or refuses to pay the full amount, you can contact Airbnb Support. Make sure you contact and submit your evidence to Airbnb Support within 30 days of the damage or loss occurring.

Airbnb claims to have fast-tracked its reimbursements to hosts, typically paying within 2 weeks. Further, Superhosts get access to a dedicated support line and priority in both claim routing and reimbursement.

Difference between AirCover Request and General Money Request

• General Money Request allows you to request money for extra services such as early check-in/late check-out, pet fees, extra towels or extra product requests, and shipping. With such a request, the guest will have 72 hours to respond and Airbnb will not be involved until you involve them. 
• Aircover request allows you to open a claim for any kind of damage, unexpected cleaning, or lost item. When an Aircover is opened, Airbnb will be involved automatically after 24 hours. However, AirCover Request requires more documentation processes such as invoices, and more pictures of the case in order to succeed.

Steps of opening an Airbnb Aircover Request?

1. Go to Airbnb, choose reservation, and open the message thread. Click " Send or request money" and proceed with the steps accordingly. Airbnb will give you 3 options ( damage, unexpected cleaning, date change) 

If you choose 1st option ( damage, missing items...) Airbnb will automatically open an Air Cover Request.

If you choose Extra Services, Airbnb will lead you to a money request page, which will not be under Host Damage Protection Poccess. 

2.  Start your Aircover request.   

3. Add item.  You can add as many items as you have. Item means the issue type. For example, there is damage to the property, and the property is also left in the trash. This means you will have to have 2 items added, damaged items and unexpected cleaning.

4. Continue adding details for the issue. If you have not finished, you can click Save and Exit and then get back to this once you have the necessary documents. Please note, if you click save and exit, it will not send the request to the guest until you finalize all the steps. 

5. After completing adding the item info, Airbnb will give you the option to add another item. Here you can click "add another item" and add info for the other issue you faced with the reservation. Kindly note that you shouldn't include all the pictures in one item. Each item should include its documents and photos. If you only have 1 item, click "Next" and confirm the claim. Afterward, Airbnb will open the claim and send it to the guest. 

6. File the details in the reservation dialogue, and resolution doc.

Important things to note:

• You can open the Aircover request once. Make sure not to write wrong amount, since the amount and other added details cannot be changed. You can only add documents and pictures.
• The Aircover claim number is located in the link. So if you need to contact Airbnb regarding the claim, feel free to provide this code or you can use it for future follow-up. 

How to follow up and check the status of the claim.

• Go to www.airbnb.com/resolutions

• Choose your claim and the status will be visible. 
• If you need more details about the process ( Airbnb emails, etc) you can search for the claim number through Zendesk and check the emails we received from Airbnb. Please note that emails related to Resolution Claims are being responded to via Rackspace, not Zendesk.