After setting up the AirCover guarantee for hosts, which offers a large number of guarantees to owners of vacation rentals, AirBNB has set up an equivalent with the same name but for renters. Launched in May 2022, has this option found its audience a year later? What about the AirCover warranty for owners? Our Cannes concierge service gives you its opinion on the matter.
The AirCover guarantee for travelers, what is it?
This was a recurring request from travelers for several years. Many have encountered problems during their vacation rentals and wanted to obtain extended warranties and insurance. This is now done with the arrival, almost a year ago, of AirCover for travellers. Already in place for hosts for several years, guarantees are now included in all reservations made by travelers on the vacation rental platform. "Travellers are therefore better covered and gain in peace of mind", explains Hanane Amimi, director of our Cannes concierge.
What are the AirCover guarantees offered by AirBNB?
The coverage offered by the AirCover guarantee is therefore numerous. The first two, the “reservation protection guarantee” and the “arrival guarantee” allow the traveler to be reimbursed or to be offered comparable accommodation in the event that a host cancels the reservation within 30 days of the stay. or if, upon arrival, he “is unable to access the accommodation and the host cannot resolve the problem”. However, AirCover does not cover contingencies related to the Covid-19 epidemic: in this case, the host's cancellation policy applies.
In the event of inaccuracies in the advertisement having an impact on the stay (broken fridge, incorrect number of rooms, etc.), the traveler now has 3 days to report it. AirBNB then undertakes to find “accommodation of comparable or superior quality” or to refund the reservation. Finally, “24-hour security assistance”, available in 24 languages, can be contacted at all times. If travelers fear for their safety, they can book alternative accommodation at any time. However, AirBNB invites you to contact the host first before using the services of AirCover, which will reimburse in whole or in part depending on the problem encountered.
One year later: what are the opinions on the AirCover device for travelers?
The implementation of AirCover therefore makes it possible to offer additional guarantees to travelers who find themselves covered in the event of a problem. Convenient to avoid as many inconveniences as possible. “Travellers are satisfied overall, explains Hanane Amimi, director of our Cannes concierge service. Many were unaware that AirCover was in place, as the protection is built into the booking and is applied automatically.” Indeed, apart from a message on the page dedicated to the service, the information remains rather discreet at the time of booking, as if the AirCover guarantee had always been put in place by AirBNB.
It's hard to find negative reviews of the AirCover guarantee for travelers. This means, in a sense, that there are no bad reviews like there are with the AirCover guarantee for hosts, who often have problems with guests. "Although the AirCover guarantee is advantageous, explains Hanane Amimi, director of our Cannes concierge service, it is however necessary to avoid falling into abuse and report problems at all costs so as not to benefit from abusive reimbursements, which would harm the experience of seasonal rental for owners”.
AirCover for landlords, an interesting first step taken by AirBNB
Launched at the end of 2021, the service was attractive on paper. Indeed, AirBNB offered an extended AirCover guarantee to the hosts to allow them to be better covered, in particular against the damage caused by the tenants during their stay, but also those caused by the pets, as well as other advantages such as the traveler identity verification, 24-hour security assistance and damage coverage up to US$24 million. Other services are available such as deep cleaning, which covers additional cleaning costs following a deterioration of housing.
AirCover is therefore a further expansion of its refund policy, which is available to all hosts on AirBNB for free. These new changes therefore expand the possibility of receiving compensation in the event of a problem. It is important to note that AirCover does not include all existing domestic protections, although it comes close, so outside insurance options are also available at your option. AirBNB's goal is to encourage new hosts to join the platform as well as take care of their tenants. Expanding refund collections is a big step in the right direction for hosts.
What opinions for the AirCover service for owners?
On the other hand, the opinions are much more mixed on the side of the owners. While few negative feedbacks exist regarding AirCover for travelers, there are many more regarding owners. Indeed, the latter regularly deplore problems with tenants, such as damage that is not taken care of, or even response times much longer than what is announced. “Each case is different so it is difficult to have a real clear-cut opinion, justifies Hanane Amimi, director of our Cannes concierge service. Some owners have had no problem getting reimbursed through AirCover, while others still haven't."
The AirBNB community forums have many threads from owners who are unhappy with AirCover services. Low refunds, long processing times, lack of monitoring of exchanges with operators… Many people are dissatisfied with AirBNB and its AirCover service. However, they specify that AirCover does not replace (and is not intended to do so) insurance to protect its property. "AirCover should be considered as a complement to home insurance," says Hanane Amimi, director of our Cannes concierge service. It's the best way to have maximum guarantees, you shouldn't save the price of insurance by hoping to get by with AirCover”.
Classic home insurance remains essential for seasonal rentals
Do not forget to take out home insurance to protect your seasonal rental, because AirCover does not replace it. It certainly offers some additional guarantees, but home insurance will fully protect you against damage caused by others and ensure that you are 100% covered in the event of a problem. Although it is not mandatory to rent your property for seasonal rental, you should not hesitate to use an insurance comparator to get an idea and find home insurance at the best price.
The AirCover guarantee is a very attractive formula on paper, both for owners and for renters. However, in practice it does not always turn out to be up to expectations, giving rise to numerous complaints from those concerned, in particular because of errors that can be attributed to a new service that is still in the process of being run-in. Please note, however, that AirCover should not be exempt from conventional home insurance: it is an additional guarantee and not a real insurance.
