輸入搜尋關鍵字後,系統會顯示相關建議。使用上下箭咀查看相關建議。使用輸入鍵選擇。如果所選內容為片語,系統會就該片語搜尋。如果建議是連結,瀏覽器將轉往該頁面。
指南
旅人

專為旅人提供的AirCover

Every booking comes with AirCover for guests. If there’s a serious issue with your Airbnb that your Host can't resolve, we’ll help you find a similar place, depending on availability at comparable pricing. If a similar place isn’t available or you’d prefer not to rebook, we’ll give you a full or partial refund.

If anything comes up, your Host is your best point of contact; it’s likely they’ll be able to fix it. You can message your Host directly to let them know what’s going on.

Host cancellations

If your Host cancels within 30 days of check-in, we’ll help you find a similar place, depending on availability at comparable pricing. If a similar place isn’t available or you’d prefer not to rebook, we’ll give you a refund.

Learn more about what to expect if your Host cancels your reservation.

Unable to check-in

When you have a confirmed reservation, you’ll have your Host’s email and phone number in the message thread for your trip. If you can’t get into your Airbnb on arrival, your Host doesn’t respond or can’t resolve the issue, we’ll help you find a similar place, depending on availability at comparable pricing. If a similar place isn’t available or you’d prefer not to rebook, we’ll give you a refund. 

Check out what to do next if you can’t get in touch with your Host.

Inaccurate listings

If the listing is significantly different than advertised, your Host is a great resource to fix the issue. If the listing is significantly different than advertised and your Host can’t resolve the issue, we’ll help you find a similar place, depending on availability at comparable pricing. If a similar place isn’t available or you’d prefer not to rebook, we’ll give you a full or partial refund.

24-hour safety line

If you ever feel unsafe, we're here to help you get priority access to specially trained safety agents who will assist you with your safety issues or directly connect you to local emergency authorities, day or night.

Need to reach us? Contact us by phone, email, or chat.

How AirCover for guests works

AirCover for guests provides support for serious issues with your booking (example: Host cancellation within 30 days of check-in) or during your stay (example: The heat going out in winter, the listing has fewer bedrooms than listed, it’s a different type of home—a private room instead of an entire home, a major advertised amenity such as a pool or kitchen is missing) but it doesn’t include more minor inconveniences, like a broken toaster.

Your Host is your best point of contact to reach out to if anything comes up. You can message your Host directly to let them know what’s going on.

If an issue does come up during your stay:

  1. Take photos or videos of the issue, if you can.
  2. Contact your Host within 72 hours of discovering the problem and describe the issue to them to see if they can resolve it.
  3. If your Host can’t resolve the issue or doesn't respond at all, contact us as soon as possible.
  4. We’ll review it and if we find it’s an issue that’s supported by AirCover for guests and you’d like to leave the place, we’ll help you find a similar place to stay, depending on availability at comparable pricing. If a similar place isn’t available or you’d prefer not to rebook, we’ll give you a full or partial refund.

AirCover for guests is not an insurance policy. It doesn’t cover travel related issues (example: Your trip is delayed due to a storm, your luggage is damaged by your carrier). Learn more here

If you're a Host, learn more about AirCover for Hosts and recent improvements we've made.

這篇文章對你有幫助嗎?

相關文章

  • 旅人

    尋求協助或聯絡Airbnb客戶支援團隊

    大多數旅居主人和旅人都可以自行迅速解決問題。了解如何在旅程之前、期間或之後獲取所需協助。
  • 旅人

    如果旅居主人取消訂單

    如果旅居主人取消訂單,你將可獲得全額退款。如果訂單取消日期距離入住日期不足30日,我們會協助你重新預訂類似旅居(視乎價格相若的旅居之預訂狀況而定)。
  • 旅人

    如果你在入住期間遇到問題

    如在住宿期間遇到任何突發情況,請先向旅居主人發送訊息,以商討解決方法。對方通常可以協助你解決問題。如果旅居主人未能提供協助,或者你想申請退款,我們可以為你提供支援。
取得訂單、帳戶等方面的協助。
登入或登記