A comprehensive guide to your Airbnb experience today

Since its launch in 2008, Airbnb has experienced remarkable growth. What began as roommates renting air mattresses has evolved into a significant player in the travel industry, boasting over 7 million listings worldwide.

In contrast to chain hotels with consistent brand standards, your experiences with Airbnbs can differ greatly from one location to another. You'll encounter a variety of accommodations and amenities, along with differing booking and cancellation policies, check-in procedures, cleanliness expectations, customer service levels, and more. Researching your options has never been more crucial before making a reservation.

While my travels haven’t followed the traditional path, I’ve spent a considerable amount of time living in Airbnbs during the pandemic. I’ve discovered that a seamless stay can lead to a fantastic experience, but when things go awry, it can quickly turn into a hassle, possibly necessitating a move to a hotel.

Here’s your essential guide to staying at an Airbnb right now, plus tips on how to handle issues if they arise.

Not all hosts are created equal

Selecting the ideal Airbnb is an art form. We’ve offered tips to help you find the perfect Airbnb every time, but I believe one of the most crucial aspects of a successful stay is researching your host. Look for listings managed by a "Superhost."

As the name implies, Superhosts are reliable and consistently provide outstanding service. To retain this title, hosts must meet specific criteria, including maintaining a minimum overall rating of 4.8 in the past year and no cancellations (unless due to extenuating circumstances). This provides peace of mind, ensuring your host won’t cancel at the last minute. Superhosts have a badge on their profile and listing to help guests identify them, and you can filter search results to show only Superhost listings.

I recently had my first experience staying with a Superhost, and it was by far my best Airbnb stay. The listing was exactly as described, complete with thoughtful amenities like a welcome bottle of wine, disposable razors, and free Netflix, which really added to the overall experience.

Airbnb now features "Plus" and "Luxe" homes. These meticulously selected properties not only deliver Superhost-level hospitality but are also beautifully designed, fully equipped, and impeccably maintained. Unlike Superhost listings, these properties undergo personal inspections by Airbnb representatives and are checked against over 100 criteria. Although they come with a higher price tag, some might be more budget-friendly than you realize.

You might also come across listings managed by professional vacation rental companies. These listings typically carry a slight premium and offer minimal negotiation flexibility. They function more like hotels, removing the unpredictability that often accompanies staying in a stranger's home. For example, these properties are always cleaned by professionals and frequently come with hotel-quality linens and amenities. They are thoughtfully designed and generally ensure features like high-speed Wi-Fi, cable TV, and coffee. If issues arise, these companies usually provide 24/7 support, and like hotels, they are better equipped to offer alternatives if something goes wrong and you need to relocate. However, complications can still occur, and while these companies are generally accessible, some problems may take longer to resolve as they are primarily managed remotely.

I recently checked into a serviced apartment booked through Airbnb that was managed by a professional management company—one with Superhost status, no less. Unfortunately, the company failed to register me properly with the building's front desk, preventing me from getting my keys. I’ll provide more details later, but this led me to spend two nights in a hotel while the issue was sorted out, whereas an individual host might have been able to come by and hand me the keys directly.

Booking policies can vary widely

When you're ready to book a home, guests generally have two choices: you can either use the "instant book" feature or request the host's approval before confirming your reservation.

I personally advise against using the "instant book" option and recommend reaching out to your host before making a reservation. This not only allows you to ask questions about the listing and possibly negotiate a special deal, but it also gives you a sense of the host's responsiveness. A prompt reply indicates that the host will likely be available to assist if any issues arise during your stay. Moreover, it's wise to confirm that the property is genuinely available, especially for last-minute bookings. Some hosts are currently limiting bookings and implementing buffer periods between guests due to the coronavirus pandemic.

Be sure to check the cancellation policy of the listing prior to booking, as this can differ from one home to another. Reservations made after March 14, 2020, cannot be canceled without penalty due to the pandemic. Beyond this, cancellation terms vary based on the property and how soon your check-in date is. The most flexible policy allows for free cancellation with a full refund up until 14 days before check-in, or within 48 hours of booking (up to 24 hours before check-in) for reservations made less than 14 days in advance. Similar to hotels, some hosts with flexible policies also provide a nonrefundable option at a 10% discount.

Although there have been discussions about its introduction, Airbnb currently does not offer a loyalty program. However, there are still opportunities to earn extra points and miles during your stays.

To start, you can access Delta or British Airways' Airbnb portal, which allows you to earn 1 Delta SkyMiles or 2 British Airways Avios for every dollar spent.

Next, consider using a card that offers bonus points on travel expenses, including Airbnb bookings. For example, the Chase Sapphire Reserve card provides 3x Ultimate Rewards points on your stay, which translates to a 6% return based on TPG's current valuations. This purchase will even activate the $300 annual travel credit associated with the card if you haven't reached that limit yet.

Pay attention to the check-in process

Checking in to an Airbnb can involve meeting the host to collect the keys directly, or finding the keys in a lockbox. Some properties may even have smart locks that eliminate the need for physical keys. While I wouldn’t choose a home solely based on its check-in method, I do prefer those that offer self-check-in. This not only reduces my exposure to others but also allows me the flexibility to arrive at my convenience.

However, this process can sometimes go wrong.

For example, I once stayed at a professionally managed property where I received the incorrect access code for the smart lock, requiring multiple attempts before the host provided a working code. Additionally, there was the previously mentioned rental where I wasn’t registered as a guest with the building's front desk, preventing me from collecting my keys. Since I was checking in over the weekend, the company couldn't resolve the issue until the next business day, which meant I wasted four hours waiting and ultimately had to relocate to a hotel for two nights.

Cleanliness protocols are (generally) getting better

Almost all listings impose a nonrefundable cleaning fee determined by the host. This fee is intended to cover costs related to preparing the space for new guests and restocking supplies and toiletries. However, a cleaning fee doesn’t always guarantee that the host employs a professional cleaner, so cleanliness can sometimes be inconsistent.

To gauge a host's cleaning practices, it's essential to read the reviews. Cleanliness is the first criterion listed under the "reviews" section of each listing and is rated by guests on a scale of 1 to 5.

In response to the coronavirus outbreak, Airbnb is currently implementing new cleaning standards, including buffer periods between stays. These enhanced cleaning protocols require hosts to follow guidelines such as wearing personal protective equipment and using disinfectants approved by regulatory bodies. It also suggests a 24-hour waiting period between guests. If hosts cannot adhere to the new standards, they can choose to implement a 72-hour booking buffer to extend the vacancy period between stays.

Hosts who complete Airbnb's online training and certification program receive a badge on their listings indicating their participation in the Airbnb Enhanced Cleaning Initiative. Many hosts have also revised their listing descriptions to detail the extra measures they are taking to mitigate infection risk. From my experiences, hosts have been proactive in emailing guests about their cleaning protocols prior to check-in.

I've been focusing on staying at professionally managed listings since they generally uphold strict cleaning protocols, and many companies have improved their cleaning practices in response to the virus. Like some hotels, I've noticed that professionally managed Airbnbs often use seals on doors to show they haven’t been accessed since the last cleaning.

However, your experience may differ. I recently booked a studio managed by a small, local company, and the cleaning left much to be desired. Although the sheets appeared fresh, it was clear that the surfaces hadn’t been wiped down. This was particularly concerning in light of the ongoing global health crisis, especially since the company had emailed me before my stay assuring that they were implementing extra cleaning measures to sanitize everything.

Some property amenities may be unavailable

Depending on the property, certain amenities like fitness centers and pools may not be available at this time due to the virus. While you can attempt to use this as leverage to negotiate a lower rate, don't automatically expect a discount. If a specific amenity is essential for you, it's best to contact your host to confirm its availability before making a reservation.

Aside from amenities affected by the pandemic, all other amenities should be accessible during your stay. If you find that any essential amenities listed are missing or malfunctioning, such as the refrigerator, reach out to your host and Airbnb immediately.

Customer service and refunds

If you arrive at your accommodation and discover it's not clean (like the previously mentioned rental), a key amenity is absent, or there's another problem, contact your host immediately. While the host's phone number is available on your reservation, it's generally better to report issues through Airbnb's platform to ensure there's a record of your communication.

If you're unable to reach your host or they can't resolve your issue, contact Airbnb directly. The most effective ways to get in touch with Airbnb Support are through the on-site Help Center or via Twitter, as phone hold times can be excessively long.

Given the current high demand for assistance, don’t be surprised if it takes a few hours for a customer service representative to respond. I once made the mistake of waiting over four hours before deciding to move to a hotel after encountering a check-in problem. Generally, I suggest waiting about an hour before considering a move to another hotel or Airbnb if you can't access your accommodation or there's a safety concern.

Typically, you can expect improved customer service when booking through a company, as they have dedicated support teams.

Even though my check-in issue occurred with a professional company, it seemed to be an isolated incident, and their support team was largely accessible during my wait. Ultimately, they arranged for me to stay in a hotel, covered transportation and meals up to a certain limit, and provided compensation for the inconvenience I faced.

Initially, Airbnb's support team only offered to reimburse hotel costs up to 50% of my nightly rate, despite the issue being beyond my control. I was relieved that the company I booked with stepped in and covered the entire expense. While it's unlikely that an individual host would have faced this situation, I’m pretty sure they wouldn’t have reimbursed any costs if it had occurred.

No matter what type of property you book, you will always be safeguarded by Airbnb's Guest Refund Policy. If you encounter an eligible issue that significantly affects or prevents your stay, Airbnb commits to providing you with a refund or assisting you in rebooking to a comparable or better accommodation. Issues covered by the Guest Refund Policy include the host failing to grant access to the listing, inaccuracies in the listing description, or the property being dirty or unsafe upon arrival.

I recently checked into an Airbnb that required me to climb four undisclosed flights of stairs, and there was no elevator. Moreover, the listing stated that a washer and dryer were available in the building, but that wasn't the case, and the home was not very clean. After struggling to resolve these issues with the host, I contacted Airbnb. A case manager was assigned to my situation, and I was asked to provide photos of the problems. Although it took some time to get a response, by the next day, the case manager had sent me a list of available homes to which I could relocate. However, I pointed out that these were in different locations and lacked some of the essential amenities promised in my original booking, so I responded with a link to a more comparable — though pricier — listing.

After some negotiation, Airbnb honored its commitment to help me rebook to an equal or better property and provided a coupon code to cover the difference in price between my original booking and the new home. Success!

If you need to submit a claim under Airbnb's Guest Refund Policy, it's essential to contact customer service within 24 hours of checking in or noticing the issue. Be sure to take plenty of photos to document the problem, as your case manager will request them.

Once again, Airbnb's support team is currently inundated with requests, so it might take some time for them to respond. If you're facing a safety issue and can't stay at the property, I suggest finding alternative accommodations for the night and addressing reimbursements afterward.

In summary

In a post-lockdown world, Airbnb and other short-term rentals are likely to see increased popularity. Many hosts are making extra efforts to sanitize their homes before new guests arrive, but individual experiences can vary. To ensure a safer stay, consider booking a property with positive reviews managed by a Superhost or a professional company. While Airbnb's support team is there to assist if issues arise, reaching them could take some time.