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|Thank you to our employees — you have worked tirelessly day and night for
our community and shareholders, often at great personal sacrifice.

f Thank you to our investors — you invested in the seemingly impossible

L 4 premise that strangers could live together, and you have stuck with us

m through thick and thin.

@ Thank you to our hosts and guests — without you, we wouldn’t even exist.
You’ve proven to the world that people can, in fact, trust one another.

@
And finally, | would like to personally thank you, Joe and Nate, for being the
best partners that | could ever ask for.
In the depths of this crisis, some people asked, “Is this the end of Airbnb?” It
was not the end of Airbnb. In fact, it was just the beginning. It’s still early. We
invite you to come on this journey with us.
About Airbnb
Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and
has since grown to over 4 million Hosts who have welcomed 1.4 billion guest arrivals in almost
every country across the globe. Every day, Hosts offer unique stays and experiences that make it
possible for guests to connect with communities in a more authentic way.
|Connection and belonging

f When we started Airbnb, it was about more than just travel. In 2007, Joe and

y | were roommates in San Francisco, and we were trying to figure out how to
pay our rent. That weekend, a design conference was coming to San

m Francisco and hotels were sold out, so we inflated three airbeds and turned

@ our apartment into an Airbed & Breakfast. We hosted three guests —
Michael, Kat, and Amol — and in doing so, we became the first hosts on

c? Airbnb. Our guests arrived as strangers, but they left as our friends. The
connections we made that weekend led Joe and | to realize, “Maybe there’s
a bigger idea here!” Soon after, Nate joined, and we created a way for
people around the world to be hosts, just like us.
Since then, we’ve grown from two hosts in San Francisco to a community of
over four million hosts all over the world. On the surface, what people come
to Airbnb for is a new way to travel, but below the surface, what they find on
Airbnb is connection. They experience a deeper connection to the
communities they visit and the people who live there. This connection is
delivered by our hosts, and they provide guests with a deeply personal
experience — after all, guests are welcomed in their homes, and they live in
their communities.
When the pandemic hit, we knew we couldn’t pursue everything that we
used to. We chose to focus on what is most unique about Airbnb — our core
business of hosting. We got back to our roots and back to what is truly
special about Airbnb — the everyday people who host their homes and
offer experiences. We scaled back investments that did not directly support
the core of our host community.
This focus came at the right time. People are feeling increasingly
disconnected in the world, and loneliness is pervading our society. The
|& News About us Media assets Product releases Contact @ v Qsearch
[ J 3
What Makes Airbnb, Airbnb
By Airbnb - February 22,2021 Company,
f v @ ® @
f Editor’s Note: This letter was included in Airbnb’s Form S-1, which was filed
v with the United States Securities and Exchange Commission as part of
Airbnb’s Initial Public Offering in 2020.
Thirteen years ago, Joe, Nate, and | created a company that was viewed at
@ the time as an unlikely idea to work. Airbnb has always been a little different,
Co and as we take our company public, we feel compelled to tell you a little
more about what makes Airbnb, Airbnb.
We started writing this letter in March. Then the pandemic hit. When
borders closed and travel stopped, our business declined by nearly 80%. We
had to put our IPO on hold, and | don’t think many people expected us to go
public this year. | know some people questioned if we’d make it at all. What
has transpired since then has been our most defining period since we
started Airbnb.
They say that a crisis has a way of revealing your true character. We would
like to tell you about what this crisis revealed about who we are.
First, our model is inherently adaptable. Over the summer, after months of


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P = d . ] X s 7 get you to the right place.
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Airbnb-friendly apartments

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Our COVID-19 Response How to host responsibly Investors
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Home > Alltopics > Searchingandbooking > Bookingplacestostay > Thebasics > Getting protected through AirCover

Guide - Guest

Getting protected through AirCover . _
Get help with your reservations,
account, and more.

- LoginorSignup

AirCover is comprehensive protection for Airbnb guests, included for free with every

booking. It includes protection from Host cancellations, listing inaccuracies, and other

issues like trouble checking in, as well as a 24-hour Safety Line.

5 If you're a Host, learn more about AirCover for Hosts and recent improvements we've
made.
|X
Support Community Hosting Airbnb
Help Center Airbnb.org: disaster relief housing Airbnb your home Newsroom
AirCover Combating discrimination AirCover for Hosts Learn about new features
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|first discover the problem to contact us and we’ll look into it. If we find the issue is
protected by AirCover, we’ll get you a full or partial refund, or, depending on the
circumstances, find you a similar or better place to stay.
Learn more about what is and isn’t protected by AirCover.
Please note that there are a few types of bookings with protections that are more
tailored to their unique nature: Airbnb Luxe follows the Luxe Rebooking and Refund
Policy and Airbnb Experiences are protected by our Experiences Guest Refund Policy.
Thanks for letting us know!
Related articles
Guest
What is and isn’t protected by AirCover
AirCover is a comprehensive protection program included for free with every booking, and
protects you from many issues that could come up du...
Guest
Get help or contact Airbnb Support
Most Hosts and guests are able to quickly resolve issues on their own. Explore ways to get the help
you need before, during, or after a trip...
Guest
If your Host cancels your reservation
If your reservation is canceled by your Host, we'll automatically give you a full refund.

1 Back to top
|Get help or contact Airbnb
Need to reach us? Here's how. You can call or message us anytime.
AirCover and your protection
AirCover protects you from many issues that might come up during your stay—like the
heat going out in winter—but it doesn’t include more minor inconveniences, like a
broken toaster.
If an issue does come up during your stay, we recommend you reach out to your Host
first to see if they can readily resolve it. If they can’t, you have 72 hours from when you
first discover the problem to contact us and we’ll look into it. If we find the issue is
protected by AirCover, we’ll get you a full or partial refund, or, depending on the
circumstances, find you a similar or better place to stay.
Learn more about what is and isn’t protected by AirCover.
Please note that there are a few types of bookings with protections that are more
tailored to their unique nature: Airbnb Luxe follows the Luxe Rebooking and Refund
Policy and Airbnb Experiences are protected by our Experiences Guest Refund Policy.
Did this article help? Yes No
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Release detail

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Airbnb
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wherever you are. is setting clear expectations.
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Who we are

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Our story Our board Our work
N February
g 20,000 Afghan refugees receive free, temporary housing
N Six months after announcing its commitment to offer free, temporary housing to
Afghan newcomers, Airbnb.org met its goal of providing stays to 20,000
refugees. Thanks to the generosity of Hosts who stepped up to share their
homes for free or at a discounted rate, Airbnb.org was able to provide housing to
another 1,300 Afghan newcomers.
September
Airbnb.org helps 100,000 people fleeing Ukraine find places to stay
After Russia invaded Ukraine in February 2022, more than 6 million people fled the country. That month, Airbnb.org
committed to finding temporary housing for 100,000 of them, and more than 40 organizations joined us in this effort.
Thanks to a global outpouring of support from Hosts and donors, Airbnb.org met its goal in six months and remains
dedicated to finding stays for people fleeing Ukraine.
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people in times of crisis through the
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’. the next chapter. We’re a 501(c)(3)

resources, and SU pport N nonprofit with our own mission and
times Of need board of directors.
How we got started.
N October
o The idea came from a host
|Our story Our board Our work
How we got started.
N October
= .
o The idea came from a host
N
New York City was hit by Hurricane Sandy, one of the worst hurricanes in history. Shell, an Airbnb host in Brooklyn,
contacted Airbnb and asked if she could offer her place for free to people who had to evacuate. The Airbnb team worked
long hours to quickly make this available to evacuees, and soon over 1,000 hosts opened their homes to those in need.
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people and welcoming from a host, and became and through their
strangers. Airbnb.org a movement of 100,000 program the Airbnb.org
aims to use that power to people offering their team provides housing
change lives and homes to their during those moments of
transform our world. It is community. In these the greatest need.
|How we work.

Partnering with nonprofits Partnerships and grants

Airbnb.org gives grants to nonprofits that connect people to temporary housing, Airbnb.org is not accepting requests for funding at this time.
resources, and specialized support in times of crisis. We also provide access to free and We'll share information about our upcoming grant cycle
discounted housing offered by the Airbnb host community. directly with eligible nonprofits.

Investing in equity

We believe in using our power and resources to contribute to a more just world. Airbnb.org

invests in organizations with strategies and programs that are aligned with our

commitment to advancing equity in communities.

Understanding our impact

We aim to map the impact of our funding and housing program to improving psychosocial

wellbeing, alleviating financial burden, and strengthening community and belonging for

guests.

How we work with Airbnb, Inc. Privacy Policy

Airbnb.org is an independent and publicly-supported 501(c)(3) nonprofit organization. . ¢ .

Airbnb.org leverages Airbnb, Inc’s technology, services, and other resources at no charge w

to carry out Airbnb.org’s charitable purpose. Airbnb.org is a separate and independent
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o ( i B -
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4 /) | L (7 donations are matched up to a total of $5,000,000 USD.
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|Investing in equity

We believe in using our power and resources to contribute to a more just world. Airbnb.org

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commitment to advancing equity in communities.

Understanding our impact

We aim to map the impact of our funding and housing program to improving psychosocial

wellbeing, alleviating financial burden, and strengthening community and belonging for

guests.

How we work with Airbnb, Inc. Privacy Policy

Airbnb.org is an independent and publicly-supported 501(c)(3) nonprofit organization. ion T ¢ .
Airbnb.org leverages Airbnb, Inc’s technology, services, and other resources at no charge w
to carry out Airbnb.org’s charitable purpose. Airbnb.org is a separate and independent

entity from Airbnb, Inc. Airbnb, Inc. does not charge service fees for Airbnb.org supported

stays on its platform.

The Open Homes program was created by Airbnb, and inspired by the generosity of

Airbnb hosts, as a way to help people in need find temporary accommodations. The Open

Homes program is currently being transitioned to Airbnb.org, and Airbnb.org will build

upon the efforts of the program, consistent with Airbnb.org’s charitable purpose and

mission.


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Dec3-9 Jul2-7 Aug 4-10 Jun25-30
$412 night $1,446 night $1,128 night $968 night
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$412 night $1,446 night $1,128 night $968 night
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Accessibility at Airbnb

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|X
Support Community Hosting Airbnb
Help Center Airbnb.org: disaster relief housing Airbnb your home Newsroom
AirCover Combating discrimination AirCover for Hosts Learn about new features
Supporting people with disabilities Explore hosting resources Letter from our founders
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engineers, designers, and others across the community. If you’re interested in participating Accessibility Guidelines. We're also investing in
company to help ensure that our products are in a session about accessibility at Airbnb, fill out automated testing tools to help us catch more
built with accessibility in mind. our accessibility research form. issues.
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We’ve also added new features to make hosting easier
Hosts see total price Swipe-to-select dates Built-in checkout instructions
Hosts can view their total nightly price across Hosts can swipe to select a date range in the Hosts can create checkout instructions
the app to always know what guests will pay. calendar—no need to tap individual days. faster by picking from a pre-set list of items.
Inbox read receipts Co-Host tab Early Access
Guests and Hosts both get read receipts so Anew tab lets Hosts view all Co-Hosts and Hosts can now try out new features, then
you know when a message has been seen. manage their permissions and payouts. help us fine-tune them by sharing feedback.
Price breakdown Compare similar listings Pricing and availability settings
An updated price breakdown shows what Hosts can view the average price of similar Refreshed calendar tools have been updated
guests pay and Hosts earn. listings nearby to stay competitive. for a consistent experience across devices.
Weekly and monthly discounts Yearly calendar view on mobile Custom checkout details
Hosts can use a slider to set discounts, while Soon, Hosts can view their availability for the Hosts can now make checkout smoother
also seeing the price guests will pay. year, and each month's price—on one screen. with clear instructions specific to their home.
Automatic checkout info One-tap checkout notifications Quick replies for checkout
Guests will be auto-sent checkout details a With just a tap, guests can now notify Hosts Hosts can use updated inbox tools to easily
day before they leave. when they’ve checked out of their place. share their checkout instructions.
|X
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notable quotes about the Host. details, like their favorite song in high school. guests a better sense of their travel tastes.
Host interests More detailed guest profiles Simpler Co-Host invitations
Hosts can now select hobbies from a pre-set Guests can now add more details to their It’s now easier than ever for Hosts to invite
list to help find shared interests with guests. profile, including interests and past trips. Co-Hosts to help manage their listings.
New Co-Host permissions New Co-Host payouts Identity verification of guests
Hosts can set new permissions: full access, Hosts can share payouts with a Co-Host as All booking guests worldwide will go through
calendar and inbox, or just calendar. either a percentage or fixed amount. identity verification.
Worldwide reservation screening
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parties and damage is now globally available.
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Pricing
Keep in mind that many places to stay are unique, and different attributes may affect
the nightly rate.
Is the listing flagged as a “Good Value” by Airbnb? This means that it’s a lower price
compared to other homes for the dates you chose that are similar in location, ratings,
and amenities.
Split stay booking
You can also split your time period between 2 different stays. Here’s how.
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Guest
Search by neighborhood, landmark or address
You can search by neighborhood neighborhood, landmark, and more by typing it in the Location
field or using the map.
Guest
Using search filters
From amenities to budget, Airbnb’s search filters are key to finding a great place to stay.
Finding a stay that's right for you
Want help finding a great place to stay? Here are the top areas that guests have questions about
when they’re searching for their next trip.
1 Back to top
|Pricing
Keep in mind that many places to stay are unique, and different attributes may affect
the nightly rate.
Is the listing flagged as a “Good Value” by Airbnb? This means that it’s a lower price
compared to other homes for the dates you chose that are similar in location, ratings,
and amenities.
Split stay booking
You can also split your time period between 2 different stays. Here’s how.
Thanks for letting us know!
Related articles
Guest
Search by neighborhood, landmark or address
You can search by neighborhood neighborhood, landmark, and more by typing it in the Location
field or using the map.
Guest
Using search filters
From amenities to budget, Airbnb’s search filters are key to finding a great place to stay.
Finding a stay that's right for you
Want help finding a great place to stay? Here are the top areas that guests have questions about
when they’re searching for their next trip.
1 Back to top


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Change reservation

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Change reservation After making your desired changes, you can send a request to your
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i <& | Entire home/apt - 2 beds - 1bath Price
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Dates Price difference v $24.00
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July 13,2023 July 15,2023
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Cancellation policy
Free cancellation before 3:00 PM on Jul 8. Cancel before check-in at
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2 nights in Beyoglu
Jul13 to Jul 15 at Blue Marine ; New 2Br Apt w/ Private Terrace
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|Change reservation What do you want to change?
After making your desired changes, you can send a request to your
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! T =~ Blue Marine ; New 2Br Apt w/ Private Terra...
=" Wl Entire home/apt - 2 beds - 1 bath

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confirmed & To protect your payment, always communicate and pay through the Airbnb website or app. Your host, Mayer, is available to answer any
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aren’t allowed.
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When Guests
Jane Anytime Tguest ]
Hi, I'm Jane! I'm a freelance designer living in San 0 Iistings Go tomap
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your listings.

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Jane Anytime Tguest ]
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STEP 2 OF 2
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|< Create your profile
STEP 2 OF 2
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This is so your Hosts, guests, or Airbnb can reach you.

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United States (+1) A

Phone number

+1 (131) 320-04864
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|< Create your profile
STEP10F 2
Confirm your phone number
Enter the 4-digit code Airbnb just sent to +1(628) 267-9041:
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Adding work email

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Gift cards

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For other questions visit our help center
What can gift cards be used for? v
Do gift cards expire? v
Where are gift cards available? v
Can | send a gift card to someone who lives in a different v
country?