What happened? Mold in the bathroom, roaches in the kitchen, or just plain dirty bedding? You don't have to put up with hygiene issues like these. Document everything for your AirCover reimbursement.
A horror stay instead of "Live like a local"? Whether the host canceled without reason, the apartment is filthy, or it looks completely different from the listing photos: Airbnb theoretically offers strong guest protection with AirCover. In practice, however, support often blocks claims. Use our generator to register your claims regarding Mold, Dirt & Pests legally securely with Airbnb (USA).
Editorially checked on: 07/05/2026
The vacation rental was a nightmare and you had to book a new one locally? With real travel credit cards, you not only pay for the replacement hotel abroad without fees, but you also often hold a joker in your hand via the so-called chargeback process if the original provider refuses the refund.
Compare the best (free) travel credit cardsAirbnb has revolutionized the way we travel. But when problems arise, many guests feel abandoned by the platform's support. The automated chatbot rarely helps, and hosts often deny any blame. Especially when it comes to Mold, Dirt & Pests, acting quickly and documenting everything is crucial.
AirCover is Airbnb's in-house buyer protection. It is automatically and free of charge included with every booking. AirCover applies, among other things, to host cancellations within 30 days before check-in, if you can't get into the accommodation, or if the listing was grossly misrepresented. Theoretically, Airbnb guarantees you a refund or alternative accommodation here. Practice shows, however: those who are not persistent and do not demand in writing are often fobbed off with small vouchers.
Probably the most common mistake made by guests: They communicate with the host via WhatsApp or SMS. Airbnb has no access to these messages. If the host promises improvement for a defect on WhatsApp but doesn't follow through, you can't prove it to Airbnb support. Resolve complaints exclusively via the Airbnb messaging system! This is your most important piece of evidence for this demand letter.
Airbnb has extremely strict deadlines: According to current policies, you must report a problem strictly within 72 hours of discovery (it used to be just 24 hours). According to the terms of service, those who only complain after check-out often lose any claim to a refund via AirCover.
If the host cancels on short notice, you will get your money back from Airbnb. In addition, AirCover helps you find similar accommodation. If Airbnb finds no alternative and you have to book a more expensive hotel, you can try to claim the price difference as damages (additional costs). Airbnb does not always pay this voluntarily, but legally the host is often liable for damages.
For bookings and users in the US market, you generally enter into your user agreement with Airbnb, Inc. This is your legal contracting party for payments, fees, and the AirCover buyer protection. Local or European branches are often legally the wrong addressee for claims here.
Whether it's a flight delay, hotel defect, or roaming trap – our experts have prepared the right guide and template for almost every travel niche.