The $1,300,000 NZD Host Guarantee
Peace of mind. Guaranteed.
Every booking. Every time.
Your peace of mind is priceless. So we don’t charge for it. Every booking on Airbnb is protected by our Host Guarantee at no additional cost to you. Sleep easy.
We don’t just say that we value our hosts, we back it up to the tune of $1,300,000 NZD. That’s an unmatched level of protection in the travel industry. You’re part of the Airbnb family, and we stand by our family.
Peace of mind
We’re committed to creating a safe and trusted community around the world. Though property damage is rare, we understand you may need protection. The Host Guarantee will reimburse eligible hosts for damages up to $1,300,000 NZD.
The Host Guarantee provides protection for up to $1,300,000 NZD in damages around the world. Payments are subject to certain conditions, limitations, and exclusions. For more details, read the Host Guarantee terms.
The Host Guarantee payment request form can be submitted through the Resolution Centre or by contacting customer service directly.
Hosts seeking payment under the Host Guarantee agree to cooperate with Airbnb and its insurers, including providing documentation of the claimed loss and agreeing to inspection in the rare cases when it may be necessary.
What’s not protected?
The Host Guarantee should not be considered a replacement or stand-in for homeowners or renters insurance. The Host Guarantee does not protect:
- cash and securities
- personal liability
- shared or common areas
Certain types of property–such as jewellery, 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 against reasonable wear and tear.
How does the Airbnb Host Guarantee process work?
When in an emergency situation, the host should first contact the police, emergency personnel, or the proper authorities. Then contact Customer Service.
When the situation is not an emergency, the host should contact the guest to notify them of the complaint and attempt to negotiate a resolution prior to filing an official claim.
If a resolution cannot be found between host and guest, the host should carefully review the 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 contact the host upon completion.
How do I submit an Airbnb Host Guarantee payment request?
To submit a Host Guarantee payment request, read through the terms and conditions of the Host Guarantee, then contact your guest to notify them of your complaint—often hosts and guests resolve issues on their own via our Resolution Centre. If you and your guest aren’t able to come to an agreement, update your case in the Resolution Centre accordingly. Gather as much documentation as possible to submit to Airbnb, including photos, receipts, a police report, and any other documentation that proves ownership, damage, or estimates the fair market value of items damaged. Once we receive sufficient information, we will review all documentation and evaluate the payment request under our Host Guarantee terms and conditions.
Should I have a security deposit? How does the Host Guarantee work with the security deposit?
The Host Guarantee does not protect against reasonable wear and tear. 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.
To add a security deposit to your listing, 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.
What should I do before submitting a payment request?
Contact your guest to notify them of your complaint and try to resolve the issue directly. Oftentimes, 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 $300 USD.
Compile as much documentation as possible to submit with your form. Useful documentation and information that will help process your payment request as quickly as possible include:
- photographs of the damage being claimed
- a police report for any damage that is over $300 USD
- receipts or some alternative evidence of the accurate fair market value or report cost
- proof of ownership
- any other documentation that you feel will be helpful to processing your request
If you are unsure of whether the incident in question will be protected under the Host Guarantee, or if you have any further questions, you can contact Customer Service.
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 jewellery, 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 who books 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. We strive to resolve most cases within a week of submission.