Guest COVID Support Programme

Announced in January 2022, Airbnb’s Guest COVID Support Programme (the 'Programme') 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 Programme with $20 million USD, which will be administered in our sole discretion to help guests facing these extraordinary challenges. The Programme will end when all Programme funds have been allocated or on 30 April 2022, whichever comes first.

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

Cancelled bookings that are eligible

Cancelled bookings must satisfy all of the following criteria:

• A stay reservation with a check-in date on or after 1 December 2021;
• Cancelled by the guest (a) on or after 1 December 2021, (b) before check-in and within 45 days of check-in and (c) on or before the end date of the Programme; and
• Cancelled 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 travellers 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 travellers 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 travelling to their destination (for example, because they are deemed a close contact of a COVID-19 case).

Note that the Programme only applies to travel restrictions that were not in place at the time the booking was made. For example, if a guest travelling to Israel made a booking in October—before Israel began restricting inbound travel due to Omicron—with a check-in date in December, the booking would be eligible under this Programme. 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 Programme.

Types of bookings that are not eligible

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

• 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 cancelled.

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 Programme 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 programme are subject to the availability of funds within the Programme.

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 Programme.

Terms for travel coupons

The coupon is a one-time use and non-refundable coupon that may only be used for reserving a stay with a check-in date on or before 30 December 2023. It is only valid toward a reservation for a stay on Airbnb. If a reservation booked with a coupon is cancelled by the guest, the coupon will no longer be valid. The coupon is not redeemable for cash or gift cards or towards 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 Programme works

Airbnb established the Guest COVID Support Programme to help our guest community during the recent surge in COVID-19 cases throughout the world. All aspects of the Programme are at our sole discretion, including guest eligibility. Airbnb’s decisions under the Programme 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 Programme details, and we will post an update when the Programme has ended. Only bookings cancelled on or before the end date of the Programme will be eligible for relief. As the pandemic continues to evolve and circumstances change, we will monitor the Programme and may extend, pause, modify or terminate the Programme at our sole discretion.