What is AirCover for guests?

AirCover is a free all-round protection service from Airbnb for every guest. It applies where a host cancels within 30 days before check-in, where there are check-in problems, or where the accommodation does not match the description.

How quickly do I need to report a problem to Airbnb?

Airbnb is very strict here: you must report a problem through the Airbnb app within 72 hours of discovering it. If you wait too long, you will often lose your right to a refund under AirCover.

Am I allowed to message the host on WhatsApp?

In theory yes, but in practice it is risky. Airbnb will often only accept evidence (host promises, photos of defects) if it was sent through Airbnb’s internal messaging system. If there is a problem, always communicate only through the app.

Will I get my money back if the property is dirty?

Yes, if the cleaning issues are serious and the host does not arrange immediate cleaning. Document the condition with photos and inform Airbnb support promptly.

Airbnb Issues & AirCover: Help with Refunds

Airbnb promises unique stays, but sometimes a holiday turns into a nightmare: the host cancels shortly before arrival, the address does not exist, or the "designer flat" turns out to be a mouldy basement room. For these situations, Airbnb introduced its guest protection scheme AirCover.

Although Airbnb promises generous guarantees, enforcing them is often difficult. Support can be hard to reach and will often refer you back to the host. Important: you must follow Airbnb’s rules strictly in order to get your money back. Use our specialised tools to document your problem in a legally robust way and send an official complaint to Airbnb Ireland.

Important note on use
This tool is an automated template letter generator (self-help support). It merely inserts your details into standard legal templates. There is no individual assessment of your case. This free service does not replace legal advice from a solicitor. Use is at your own responsibility, and no guarantee of success is given.

Choose your Airbnb problem

What happened? Select the appropriate category to create a tailored PDF complaint letter for Airbnb Support:

Overview of Airbnb help topics

Cancellation by Host Mould, Dirt & Pests False Information & Fake Photos Missing Amenities (Wi-Fi, Pool, AC) Unlawfully Withheld Deposit AirCover Claim Rejected General Airbnb Issue

Airbnb Emergency Checklist: The 72-Hour Rule

Airbnb often rejects refunds because guests make formal mistakes. Make sure you follow these steps:

Checklist for Airbnb guests

Report within 72 hours: Every problem must be reported to Airbnb no later than 72 hours after it is discovered.
Use the in-app chat requirement: Contact the host only through the Airbnb app. Screenshots from WhatsApp are often not accepted as evidence.
Ask the host to put things right: Give the host a short deadline (e.g. "cleaning within 4 hours") before involving Airbnb.
Photos & videos: Document dirt, defects, or incorrect locations immediately with a timestamp.
Do not pay cash: Never pay cleaning fees or surcharges in cash on site. Airbnb can only refund money that went through the platform.

Case examples: When Airbnb (AirCover) must pay

Example 1: Host cancels on the day of arrival

You are standing at the door with your suitcases and receive a text from the host: "Property not available, I have to cancel".
Solution: This is where AirCover booking protection applies. Airbnb must refund the full amount and will (in theory) help you find comparable or better accommodation. If you incur extra costs, claim them in writing.

Example 2: Essential amenity is missing

You book a property specifically for remote working with fast Wi-Fi, but when you arrive there is no internet at all. The host just says "Sorry".
Solution: If an essential feature of the listing is missing, you are entitled to a partial refund (often 10–25%). Document the speed test and your communication with the host.

Frequently asked questions (FAQ) about Airbnb problems

What should I do if Airbnb rejects my AirCover claim?

Support often rejects claims at the first stage. In that case, the only effective route is often a formal written complaint by post/PDF to the legal department of Airbnb Ireland UC. Our generator creates exactly this document to increase the pressure.

Can I leave a review if I have made a complaint?

Yes, but be careful: never threaten the host with a bad review in order to force a payment ("review extortion"). This can lead Airbnb to remove your review and you may lose your buyer protection.

Is my contract with Airbnb or with the host?

Legally, you enter into the accommodation contract with the host. Airbnb is only the payment processor and intermediary. Nevertheless, Airbnb guarantees certain standards through the AirCover terms. If the host does not pay, Airbnb is your first point of contact for a refund.