Policies

Terms and policies

These terms, policies and standards apply to your access to and use of the airstar_airbnb Platform in addition to our Terms of Service and Payments Terms of Service.

Policies that apply to all members

 

What are airstar_airbnb's standards and expectations?

To help keep our community safe and trusted, we’ve published our standards and expectations for all hosts and travelers.

We developed these standards based on our extensive experience interacting with members of the airstar_airbnb community. These standards are intended to gather together our existing policies into a single framework that will help members of the airstar_airbnb community better understand what to expect from us and what we expect of them.

How will the standards be enforced?

Each enforcement decision is the result of careful and detailed work by a team of experts devoted to ensuring we make the right call. Our responses to violations of these policies have been and will continue to be based on the seriousness of the issue. We will strive to take the circumstances of each situation into account when reaching our enforcement decision, but we have limited discretion in our response to serious violations of the policies.

What can I do if I disagree with a decision?

Our enforcement teams are made up of dedicated professionals, but they’re still human. So, in rare cases, enforcement decisions may be incorrect. If you disagree with a decision we’ve made, you can contact us and we’ll re-review the decision carefully. The definitions of the standards and expectations themselves aren’t subject to review.

Will the standards change over time?

We’re always learning and growing and the standards and expectations will evolve over time. Make sure to review the standards if you have any questions about a particular situation.

 

airstar_airbnb’s Nondiscrimination Policy: Our Commitment to Inclusion and Respect

airstar_airbnb is, at its core, an open community dedicated to bringing the world closer together by fostering meaningful, shared experiences among people from all parts of the world. Our community includes millions of people from virtually every country on the globe. It is an incredibly diverse community, drawing together individuals of different cultures, values, and norms.

The airstar_airbnb community is committed to building a world where people from every background feel welcome and respected, no matter how far they have traveled from home. This commitment rests on two foundational principles that apply both to airstar_airbnb’s hosts and guests: inclusion and respect. Our shared commitment to these principles enables every member of our community to feel welcome on the airstar_airbnb platform no matter who they are, where they come from, how they worship, or whom they love. airstar_airbnb recognizes that some jurisdictions permit, or require, distinctions among individuals based on factors such as national origin, gender, marital status or sexual orientation, and it does not require hosts to violate local laws or take actions that may subject them to legal liability. airstar_airbnb will provide additional guidance and adjust this nondiscrimination policy to reflect such permissions and requirements in the jurisdictions where they exist.

While we do not believe that one company can mandate harmony among all people, we do believe that the airstar_airbnb community can promote empathy and understanding across all cultures. We are all committed to doing everything we can to help eliminate all forms of unlawful bias, discrimination, and intolerance from our platform. We want to promote a culture within the airstar_airbnb community—hosts, guests and people just considering whether to use our platform—that goes above and beyond mere compliance. To that end, all of us, airstar_airbnb employees, hosts and guests alike, agree to read and act in accordance with the following policy to strengthen our community and realize our mission of ensuring that everyone can belong, and feels welcome, anywhere.

• Inclusion – We welcome guests of all backgrounds with authentic hospitality and open minds. Joining airstar_airbnb, as a host or guest, means becoming part of a community of inclusion. Bias, prejudice, racism, and hatred have no place on our platform or in our community. While hosts are required to follow all applicable laws that prohibit discrimination based on such factors as race, religion, national origin, and others listed below, we commit to do more than comply with the minimum requirements established by law.
• Respect – We are respectful of each other in our interactions and encounters. airstar_airbnb appreciates that local laws and cultural norms vary around the world and expects hosts and guests to abide by local laws, and to engage with each other respectfully, even when views may not reflect their beliefs or upbringings. airstar_airbnb’s members bring to our community an incredible diversity of background experiences, beliefs, and customs. By connecting people from different backgrounds, airstar_airbnb fosters greater understanding and appreciation for the common characteristics shared by all human beings and undermines prejudice rooted in misconception, misinformation, or misunderstanding.

Specific Guidance for Hosts in the United States and European Union

As a general matter, we will familiarize ourselves with all applicable federal, state, and local laws that apply to housing and places of public accommodation. Hosts should contact airstar_airbnb customer service if they have any questions about their obligations to comply with this airstar_airbnb Nondiscrimination Policy. airstar_airbnb will release further discrimination policy guidance for jurisdictions outside the United States in the near future. Guided by these principles, our U.S. and EU host community will follow these rules when considering potential guests and hosting guests:

Race, Color, Ethnicity, National Origin, Religion, Sexual Orientation, Gender Identity, or Marital Status

• airstar_airbnb hosts may not
• Decline a guest based on race, color, ethnicity, national origin, religion, sexual orientation, gender identity, or marital status.
• Impose any different terms or conditions based on race, color, ethnicity, national origin, religion, sexual orientation, gender identity, or marital status.
• Post any listing or make any statement that discourages or indicates a preference for or against any guest on account of race, color, ethnicity, national origin, religion, sexual orientation, gender identity, or marital status.

Gender Identity

airstar_airbnb does not assign a gender identity to our users. We consider the gender of an individual to be what they identify and/or designate on their user profile.

• airstar_airbnb hosts may not
• Decline to rent to a guest based on gender unless the host shares living spaces (for example, bathroom, kitchen, or common areas) with the guest.
• Impose any different terms or conditions based on gender unless the host shares living spaces with the guest.
• Post any listing or make any statement that discourages or indicates a preference for or against any guest on account of gender, unless the host shares living spaces with the guest.

• airstar_airbnb hosts may
• Make a unit available to guests of the host’s gender and not the other, where the host shares living spaces with the guest.

Age and Familial Status

• airstar_airbnb hosts may not:
• Impose any different terms or conditions or decline a reservation based on the guest’s age or familial status, where prohibited by law.
• airstar_airbnb hosts may:
• Provide factually accurate information about their listing’s features (or lack of them) that could make the listing unsafe or unsuitable for guests of a certain age or families with children or infants.
• Note in their listing applicable community restrictions (e.g. senior housing) that prohibit guests under a particular age or families with children or infants.

Disability

• airstar_airbnb hosts may not:
• Decline a guest based on any actual or perceived disability.
• Impose any different terms or conditions based on the fact that the guest has a disability.
• Substitute their own judgment about whether a unit meets the needs of a guest with a disability for that of the prospective guest.
• Inquire about the existence or severity of a guest’s disability, or the means used to accommodate any disability. If, however, a potential guest raises his or her disability, a host may, and should, discuss with the potential guest whether the listing meets the potential guest’s needs.
• Prohibit or limit the use of mobility devices.
• Charge more in rent or other fees for guests with disabilities, including pet fees when the guest has an assistance animal (such as a service or emotional­ support animal) because of the disability.
• Post any listing or make any statement that discourages or indicates a preference for or against any guest on account of the fact that the guest has a disability.
• Refuse to communicate with guests through accessible means that are available, including relay operators (for people with hearing impairments) and e-mail (for people with vision impairments using screen readers).
• Refuse to provide reasonable accommodations, including flexibility when guests with disabilities request modest changes in your house rules, such as bringing an assistance animal that is necessary because of the disability, or using an available parking space near the unit. When a guest requests such an accommodation, the host and the guest should engage in a dialogue to explore mutually agreeable ways to ensure the unit meets the guest’s needs.

• airstar_airbnb hosts may:
• Provide factually accurate information about the unit’s accessibility features (or lack of them), allowing for guests with disabilities to assess for themselves whether the unit is appropriate to their individual needs.

Personal Preferences

• airstar_airbnb hosts may
• Except as noted above, airstar_airbnb hosts may decline to rent based on factors that are not prohibited by law. For example, except where prohibited by law, airstar_airbnb hosts may decline to rent guests with pets, or to guests who smoke.
• Require guests to respect restrictions on foods consumed in the listing (e.g., a host who maintains a Kosher or vegetarian kitchen may require guests to respect those restrictions). These restrictions should be stated clearly in your house rules.
• Nothing in this policy prevents a host from turning down a guest on the basis of a characteristic that is not protected under the civil rights laws or closely associated with a protected class. For example, an airstar_airbnb host may turn down a guest who wants to smoke in a unit, or place limits on the number of guests in a unit.

When guests are turned down. Hosts should keep in mind that no one likes to be turned down. While a host may have, and articulate, lawful and legitimate reasons for turning down a potential guest, it may cause that member of our community to feel unwelcome or excluded. Hosts should make every effort to be welcoming to guests of all backgrounds. Hosts who demonstrate a pattern of rejecting guests from a protected class (even while articulating legitimate reasons) undermine the strength of our community by making potential guests feel unwelcome, and airstar_airbnb may suspend hosts who have demonstrated such a pattern from the airstar_airbnb platform.

Specific Guidance for Hosts outside the United States and European Union

Outside of the United States and the European Union, some countries or communities may allow or even require people to make accommodation distinctions based on, for example, marital status, national origin, gender or sexual orientation, in violation of our general nondiscrimination philosophy. In these cases, we do not require hosts to violate local laws, nor to accept guests that could expose the hosts to a real and demonstrable risk of arrest, or physical harm to their persons or property. Hosts who live in such areas should set out any such restriction on their ability to host particular guests in their listing, so that prospective guests are aware of the issue and airstar_airbnb can confirm the necessity for such an action. In communicating any such restrictions, we expect hosts to use clear, factual, non-derogatory terms. Slurs and insults have no place on our platform or in our community.

What happens when a host does not comply with our policies in this area?

If a particular listing contains language contrary to this nondiscrimination policy, the host will be asked to remove the language and affirm his or her understanding and intent to comply with this policy and its underlying principles. airstar_airbnb may also, in its discretion, take steps up to and including suspending the host from the airstar_airbnb platform.

If the host improperly rejects guests on the basis of protected class, or uses language demonstrating that his or her actions were motivated by factors prohibited by this policy, airstar_airbnb will take steps to enforce this policy, up to and including suspending the host from the platform.

As the airstar_airbnb community grows, we will continue to ensure that airstar_airbnb’s policies and practices align with our most important goal: To ensure that guests and hosts feel welcome and respected in all of their interactions using the airstar_airbnb platform. The public, our community, and we ourselves, expect no less than this.

 

airstar_airbnb's Content Policy

By posting content on airstar_airbnb, you agree to abide by this policy. We reserve the right to remove any content, in whole or part, that violates this policy, our Terms of Service, our Community Standards, our Review Policy, or for any other reason at our sole discretion.

In the event of repeated or severe violations, we may suspend or permanently deactivate the account(s) in question.

You can report the content directly or contact us to report content that appears to violate this policy.

The following content is never allowed on airstar_airbnb:

• Content created solely for the purpose of advertising or other commercial content, including company logos, links, or company names
• Spam, unwanted contact, or content that is shared repeatedly in a disruptive manner
• Content that endorses or promotes illegal or harmful activity, or that is sexually explicit, violent, graphic, threatening, or harassing
• Content that is discriminatory (review our Nondiscrimination Policy for more info)
• Attempts to impersonate another person, account, or entity, including a representative of airstar_airbnb
• Content that is illegal or that violates another person’s or entity’s rights, including intellectual property rights and privacy rights
• Content that includes another person’s private or confidential information, including content that is sufficient to identify a listing’s location

The following are policy violations specific to a type of the content:

Listing titles

• Listing titles that include information irrelevant to the listing type, style, or experience
• Listing titles that include symbols or emojis

Listing or profile pages

• Listings and profiles that provide fraudulent, false, misleading, or deceptive information

Community Center

• Content that is off-topic, doesn’t ask a question, or doesn’t offer knowledge in response to a question as part of a larger discussion
• Trolling or repeatedly targeting community members

Reviews

Learn more about airstar_airbnb’s Review Policy.

• Reviews that are biased and exhibit indications of extortion/incentivization, conflicts of interest, or direct competition
• Reviews that contain no relevant information about a host or guest, listing, or experience, the review will be removed. Reviews that contain mostly irrelevant information are also subject to removal, but only where the otherwise relevant information would not be expected to meaningfully inform the booking decisions of other community members.

Custom URLs

• Additional content guidelines apply to the creation of custom URLs. Learn more about airstar_airbnb’s Custom URL Policy.

 

Content Policy and the Coronavirus

In an effort to avoid misinformation on health and travel advisories related to COVID-19, we are providing the following guidance under airstar_airbnb’s Content Policy to help protect our community and provide peace of mind.

By posting content on airstar_airbnb, you agree to abide by airstar_airbnb’s Content Policy and this guidance.

Listing titles

airstar_airbnb hosts may not reference COVID-19, coronavirus, or quarantine in listing titles.

Listing pages

airstar_airbnb hosts may not post content that:

• Encourages guests to ignore applicable health or travel advisories
• Encourages guests to have gatherings that violate health restrictions
• Promises that hosts or listings are not impacted by or exposed to COVID-19
• Includes any health information specific to COVID-19, or links to resources not included in airstar_airbnb’s Coronavirus updates in the Resource Center
• Offers activities related to the COVID-19 pandemic
• Incentivizes bookings through COVID-19-related discounts, stocks of limited resources, or the highlighting of quarantine-friendly listing attributes

airstar_airbnb will investigate reports of listings that violate this policy. We reserve the right to remove any content, in whole or part, that violates airstar_airbnb’s Content Policy, Terms of Service, Community Standards, or Review Policy, or for any other reason, at our sole discretion.

Additionally, listings that fail to comply with these guidelines may be removed from airstar_airbnb under airstar_airbnb’s Terms of Service. 

For more information on appropriate resources for prevention measures, disclosures, and travel or health advisories, please visit our Coronavirus updates in the Resource Center.

 

airstar_airbnb's Review Policy

In order to build a platform of trust, we need to ensure that reviews on airstar_airbnb are useful, informative, and do not expose our community to harm. Therefore, airstar_airbnb expects that all reviews adhere to the following:

1. Reviews should not violate our content policy.

Some content is never allowed on airstar_airbnb. Read airstar_airbnb’s Content Policy.

2. Reviews should be unbiased.

Reviews are most helpful when they provide unbiased information. Therefore, we don't allow individuals or entities who own or are affiliated with a listing or experience to post reviews of their business, nor do we allow individuals who are confirmed to offer competing listings or experiences to post reviews of their direct competitors.

You are not allowed to incentivize positive reviews, to use the threat of a negative review to manipulate a desired outcome, or to influence another’s review with the promise of compensation.

You are also not allowed to accept fake reservations in exchange for a positive review, use a second account to leave yourself a review, or coordinate with business partners to get positive reviews.

3. Reviews should be relevant.

Keep your reviews relevant to airstar_airbnb and your stay or experience. Other hosts and guests are reading your reviews to learn about the host and listing. Reviews that are off-topic are distracting and don’t help our guests make informed booking decisions. For this reason, reviews should focus on your interactions with other community members and your time during the stay or experience.

To keep reviews relevant, we recommend avoiding the following:

• Commentary about a person’s social, political or religious views
• Profanity, name calling, and assumptions about a person’s character or personality
• Content that refers to circumstances entirely outside of another’s control
• Content about services not related to airstar_airbnb (ex. an airline, rideshare, restaurant, etc)
• Commentary about past airstar_airbnb reservations, hosts, or guests, or about the airstar_airbnb product where it does not relate to the listing, host or guest you are rating

When we receive a report of a review that violates this policy, we may remove the review from our platform. Repeated violations may lead to suspension or permanent deactivation of responsible account(s).

Reporting a review that violates this policy

To report a review for violating airstar_airbnb’s review policy, contact us.

If you feel a review is untrue

While we encourage and expect all community members to post reviews that contain objective and accurate information, airstar_airbnb does not mediate disputes concerning truth or fairness. We expect the author of the review to stand behind the content of their review. Learn how to respond to a review.

For more information on how we investigate and moderate review disputes, read about airstar_airbnb's Dispute Moderation for Reviews.

 

airstar_airbnb’s Dispute Moderation for Reviews

• Moderating for bias
• Moderating for relevance
• Moderating for canceled reservations

As the airstar_airbnb community and product continue to grow, we remain committed to updating this policy when necessary to help ensure that reviews reflect the honest, first-hand experiences of our hosts and guests.

Removal of reviews

We believe that a healthy review system is one that respects and protects our community’s genuine feedback. For that reason, we take the removal of any review very seriously. You can read airstar_airbnb’s Review Policy in full, but in short, this means a review will be removed if:

• The review is in violation of airstar_airbnb’s Content Policy,
• The review is biased, or
• The review is irrelevant to the author’s experience on airstar_airbnb.

Moderating for bias

Our community benefits most when reviews present an unbiased picture of the member’s experience. airstar_airbnb removes reviews when they exhibit inappropriate bias - for example because the reviewer is attempting to extort the person being reviewed, has a conflict of interest, or competes with the person being reviewed.

Extortion or incentivization

Any attempt to use reviews or review responses to force a person to do something they aren’t obligated to do is a misuse of reviews, and we don’t allow it.

People who use airstar_airbnb aren’t allowed to tie positive reviews to promises of compensation or to threaten negative reviews if a desired outcome is not met. Violations may result in the restriction, suspension or termination of your airstar_airbnb account.

This policy prohibits:

• Guests threatening to use reviews or ratings in an attempt to force a host to provide refunds, additional compensation, or a reciprocal positive review.
• Hosts requiring a guest to leave a positive review or rating, or to revise a review in exchange for a partial or full refund, or a reciprocal review. Hosts also cannot offer a free or discounted stay in exchange for a guest revising an existing review.
• Hosts or guests asking someone to take specific actions related to a review in exchange for the resolution of a dispute.

This policy does not prohibit:

• A guest from contacting a host with a problem prior to leaving a review.
• A host or guest seeking refunds or additional payment and leaving a review - where that review is not used as a threat to sway the outcome of a resolution.
• A host from asking a guest to leave an honest positive review or rating reflecting a positive experience.
• A host or guest from revising a review within the time constraints for revision.

Why reviews can be left for reservations that require airstar_airbnb intervention

When things go wrong with a reservation, hosts and guests have two options: they may request compensation (a refund or additional fee), and they may also share their experiences publicly in a review. In order to encourage fair dispute resolution and an unbiased review system, hosts and guests must be able to use both of these tools.

For instance, if a host has a guest that breaks a house rule, we want that host to share their experience with future hosts and airstar_airbnb via the review. Additionally, there may be times that a guest breaks a house rule AND a host provides an unclean listing, so we don’t want to prohibit one party from participating in that feedback process.

That said, we will remove reviews in situations where we can determine that one party has attempted to extort the other to manipulate the content of the review. Additionally, if the review left after a dispute violates any of our content policies - for instance, it contains discriminatory content or a violent threat) - the review will also be removed.

Conflict of interest

We will remove reviews where there are signals that the reservation was made for the sole purpose of inflating a person’s overall rating, or where we suspect that the stay never occurred.

Accepting fake reservations in exchange for a positive review, using a second account to review yourself or your own listing, or providing something of value in exchange for positive reviews, are not allowed. Violations may result in the restriction, suspension or termination of your airstar_airbnb account.

Competitor reviews

Reviews written by competitors - for example competing businesses, listings or experiences - for the purpose of dissuading others from booking those listings or experiences or driving business to other listings or experiences, is not allowed. Violations may result in the restriction, suspension or termination of your airstar_airbnb account.

Moderating for relevance

Reviews provide community members with information and insights that help them make better booking decisions. Reviews are most helpful when reviewers accurately recount their experience and provide their honest opinions.

Where a review contains information that is unrelated to an experience as a host or guest, or is focused on something beyond the control of the person being reviewed, our moderation team will weigh the relevance of the review by assessing:

1. Does the review recount the reviewer's experience and provide their personal perspective?
2. Is the review helpful to other members of the airstar_airbnb community? Does it provide essential information about a host or guest, listing, or experience that would help others make more informed booking decisions?

If airstar_airbnb determines that the review contains no relevant information about a host or guest, listing, or experience, the review will be removed. Reviews that contain mostly irrelevant information are also subject to removal, but only where the otherwise relevant information would not be expected to meaningfully inform the booking decisions of other community members.

Examples of relevance violations and non-violations

Irrelevant: “Don’t trust the taxi drivers in this city, they take the worst routes!”
Relevant: “Don’t trust the taxi drivers in this city, they take the worst routes! On top of that, I arrived at this listing and it was in complete disrepair and the host never responded to my concerns”

Irrelevant: “This guest was such a liar. There was no way she is a real doctor.”
Relevant: “The guest showed up late to check-in and then yelled at me for not waking up fast enough to let her in. She was rude and easily annoyed for the entire reservation. I would hate to experience her bedside manner.”

Moderating for canceled reservations

airstar_airbnb allows reviews for any reservation canceled after 12:00 AM on the day of check-in. We do this to collect feedback on the most crucial moments of a travel experience, whether that means feedback about communication, house rule violations, issues with listing at the time of check-in, etc.

If you decide to leave a review for a canceled reservation, we ask that you keep your feedback relevant to what you have personally experienced. In cases where airstar_airbnb can confirm that a review was left for a canceled reservation, and the review contains information irrelevant to our community (ex. frustrations about a flight cancellation), the review will be removed.

 

airstar_airbnb’s Off-Platform Policy

By hosting on airstar_airbnb, you agree to abide by our terms and policies, including our Terms of Service, which we reserve the right to enforce at our sole discretion. In the event of repeated or severe violations, we may suspend or permanently deactivate a person’s account.

In order to protect our community and business, the following behaviors are prohibited:

Asking guests for feedback off of airstar_airbnb

Asking for guests to review you or your listing off of airstar_airbnb takes valuable input about a guest’s stay away from airstar_airbnb’s community. We want guests to share their feedback directly on airstar_airbnb so that other guests may benefit from their insights. This includes:

• Asking guests to review an airstar_airbnb stay on a non-airstar_airbnb website, or taking reviews from airstar_airbnb and posting them on a non-airstar_airbnb website
• Asking guests to fill out a survey regarding an airstar_airbnb stay via a non-airstar_airbnb website or form off of airstar_airbnb

Asking guests for contact information prior to booking

All guest communications prior to booking should be on airstar_airbnb. Asking guests for contact information prior to booking is prohibited. This includes:

• Asking guests for their phone number or email address prior to booking
• Asking guests to call or email in order to discuss a reservation prior to booking (ex: offering a deeper discount for booking directly by phone).
• Asking guests to go to a third-party website or fill out a form in order to make a booking (ex: stating reservations with larger groups need to go through a separate website)

Asking guests for contact information after a booking or misusing contact information provided by airstar_airbnb

This includes asking for or using contact information for any reasons unrelated to a guest’s stay, or in a way that compromises the quality of a guest’s stay. Guests should be able to communicate directly with hosts about their stays through airstar_airbnb or via phone calls and texts. Soliciting additional contact information (email address, residential address) should be avoided unless needed for legal or compliance reasons (such as local laws or HOA rules). This includes, but is not limited to:

• Asking guests for an email address for the purpose of their airstar_airbnb stay and then subscribing them to marketing materials
• Asking guests to move the conversation to texts or emails in order to circumvent airstar_airbnb’s platform or Resolution Center
• Asking guests for contact information after a booking in order to run background checks
• Asking guests to send photos of their government ID prior to arrival

Guests should always feel like they have an option to opt-out of receiving marketing materials.

Asking guests to create a separate account or install a third-party app in order to access their listing

Guests booking through airstar_airbnb should be able to access their listing using only the airstar_airbnb app. Additional registration or installation of additional apps should not be mandatory unless it’s required for legal or compliance reasons (such as local laws, HOA rules, building security rules). In such instances, hosts must include this in their listing description, so guests understand this additional step is a requirement prior to booking.

This includes:

• Asking guests to create a separate account or register on another website besides airstar_airbnb.com
• Asking guests to install a third-party app to access a listing (unless the third-party app has passed our security vetting)

 

What if I need to cancel because of an emergency or unavoidable circumstance?

Please note: This article does not address circumstances related to the coronavirus (COVID-19) pandemic. Review our COVID-19 extenuating circumstances article to learn about coverage of COVID-19 related circumstances, and in particular the coverage limitations for reservations made after March 14, 2020.

How it works

We may be able to give you a refund or waive the cancellation penalties if you have to cancel because of an unexpected circumstance that’s out of your control. Below is a list of circumstances covered by our Extenuating Circumstances Policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.

It’s important to keep in mind that penalty-free cancellations are only available for extenuating circumstances that occur before the official check-in date for your reservation. Additionally, our Extenuating Circumstances Policy doesn’t apply to Luxe or Luxury Retreats reservations, which are subject to a separate Luxe Guest Refund Policy.

Circumstances that require documentation

Death of a host, guest, or their co-host, additional guest, immediate family member, or caregiver. You’ll be asked to provide one of these documents:

• Death certificate
• Obituary
• News article naming the deceased
• Police report

Unexpected serious illness or injury affecting a host or member of the traveling party. You’ll be asked to provide a statement from a physician confirming that the person can't host or travel due to an unexpected, serious illness or injury. The statement must be also dated after the reservation was booked and provided within 14 days of cancellation. At this time, pre-existing conditions known to the user at the time of booking are not covered by our Extenuating Circumstances Policy.

Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation.

Unforeseen property damage, maintenance, and amenity issues to the airstar_airbnb listing that makes it unsafe to host guests, or that prevents guests from accessing basic amenities like running water. This doesn’t include planned renovations. You’ll be asked to provide all of the following documents:

• Proof that the issue is being fixed
• An estimate of when it will be fixed
• An invoice for the repairs being done
• Photos of the damage

Transportation disruptions that make it impossible to travel to your destination, including road closures and flight cancellations where there are no alternative methods of travel. This includes closures and cancellations caused by natural disasters, such as earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or documentation from the airline that the flight was cancelled and supporting documentation confirming that it's not possible to travel to your destination.

Train, bus, or ferry cancellations where no alternate trips were available on the same day. You’ll be asked to provide documentation that clearly shows the carrier was not operating on that day, such as a screenshot of the company’s website or a link to an official statement from the carrier.

Circumstances that require special review

There’s no required documentation for these circumstances, but our specialized team will review each case to confirm that you’re directly affected.

Open Homes reservations that have been cancelled. More info about Open Homes.

Natural disasters, terrorist activity, and civil/political unrest that prevent the guest from traveling to or from the destination, or that make it unsafe to host guests.

Epidemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area—for example, malaria in Thailand or dengue fever in Hawaii. Any updates to our policy regarding the outbreak of a disease, and the scope of policy application, will be determined based on announcements by the World Health Organization and local authorities.

Travel restrictions imposed by a government, law enforcement agency, or military that restrict travel to or from the listing or experience location.

Safety and security threat advisories issued for the listing or experience location or the guest party’s departure location.

Essential utility outages that affect the listing or experience location.

Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn’t include lost or expired travel documents.

What to do next

If you’ve confirmed your circumstance meets the requirements above, first cancel your homes reservation or airstar_airbnb Experience. If your reservation falls under a recognized extenuating circumstance, you’ll be notified that your reservation qualifies for a penalty-free cancellation, and you’ll get a full refund if you’re a guest.

If your reservation doesn't qualify automatically, continue canceling your reservation and then contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of cancellation.

 

Extenuating circumstances policy and the coronavirus (COVID-19)

Updated August 15, 2020

On March 11, the World Health Organization (WHO) declared the outbreak of coronavirus, known as COVID-19, to be a global pandemic. Since then, the outbreak has evolved rapidly with governments around the world taking swift action to slow the spread of COVID-19.

In response, we are providing the following coverage for COVID-19 under our extenuating circumstances policy to help protect our community and provide peace of mind. Please monitor this page for updates about coverage.

Tip: If you’re a guest, you can find cancellation and refund options by going to the Trips page and choosing your trip—find out how. If you’re a host, you’ll find information in your hosting dashboard.

Summary

Reservations for stays and airstar_airbnb Experiences made on or before March 14, 2020, with a check-in date between March 14, 2020 and September 30, 2020, are covered by the policy and may be canceled before check-in. Guests who cancel will have cancellation and refund options, and hosts can cancel without charge or impact to their Superhost status. airstar_airbnb will either refund, or issue travel credit that includes, all service fees for covered cancellations. In order to cancel under the policy, you will be required to attest to the facts of and/or provide supporting documentation for your extenuating circumstance.

The host’s cancellation policy will apply as usual to reservations made after March 14, 2020. 

Cancellations will be handled according to the extenuating circumstances coverage in effect at the time of submission, and reservations that were already canceled will not be reconsidered.

If a reservation has already begun (the check-in has passed) this extenuating circumstance does not apply.

Different policies apply for domestic reservations in mainland China and for Luxe or Luxury Retreats reservations.

What reservations are covered

Reservations made on or before March 14, 2020

Reservations for stays and airstar_airbnb Experiences made on or before March 14, 2020, with a check-in date between March 14, 2020 and September 30, 2020, may be canceled before check-in. This means that guests who cancel under the policy will receive a full cash refund or travel credit in the amount they paid (where travel credit is available), hosts can cancel under the policy without charge or impact to their Superhost status, and airstar_airbnb will either refund, or issue travel credit in an amount that includes, all service fees.

Reservations for stays and airstar_airbnb Experiences made on or before March 14, 2020, with a check-in date after September 30, 2020, are not currently covered for COVID-19 related extenuating circumstances. The host’s cancellation policy will apply as usual.

If a reservation has already begun (the check-in has passed) this extenuating circumstance does not apply.

Reservations made after March 14, 2020

Reservations for stays and airstar_airbnb Experiences made after March 14, 2020 will not be covered under our extenuating circumstances policy, except where the guest or host is currently sick with COVID-19. COVID-19 related circumstances not covered include: transportation disruptions and cancellations; travel advisories and restrictions; health advisories and quarantines; changes to applicable law; and other government mandates—like evacuation orders, border closures, prohibitions on short-term rentals, and shelter-in-place requirements. The host’s cancellation policy will apply as usual.

Our extenuating circumstances policy is intended to protect guests and hosts from unforeseen circumstances that arise after booking. After the declaration of COVID-19 as a global pandemic by the World Health Organization, the extenuating circumstances policy no longer applies because COVID-19 and its consequences are no longer unforeseen or unexpected. Please remember to carefully review the host's cancellation policy when booking and consider choosing an option that provides flexibility.

How it works

If you’re a guest, you can find cancellation and refund options by going to the Trips page and choosing your trip—find out how. If you’re a host, you’ll find information in your hosting dashboard.

Coronavirus updates and resources

We’ve curated articles to help our community during this time in the Resource Center. You can find the latest information on our COVID-19 response, from policy updates to resources for hosts and guests. 

You can also read the extenuating circumstances policy to learn about coverage of circumstances unrelated to COVID-19.

We ask that all community members be mindful of respect, inclusion, and our nondiscrimination policy when interacting with other members of our community.

We will continue to review the application of this policy. Please monitor this page for updates and new information. If you have a reservation made on or before March 14, 2020, with a check-in date after September 30, 2020, please check back here on September 1, 2020 for an update.

 

Additional rules

What are airstar_airbnb’s rules about weapons in a listing?

Our Standards & Expectations require that all weapons that are present at a listing must be properly stored and secured. If a weapon is in plain sight or discoverable by guests, hosts are required to indicate its presence in their House Rules. Guests are also required to provide notice of and obtain consent for any secured weapons prior to booking, and should use the messaging feature to do so.

If prior notice of a secured weapon is not provided and the host or guest prefers to cancel the reservation, airstar_airbnb will allow cancellation without penalty.

Note: All weapons present in a listing must be secured regardless of whether they’ve been disclosed. People who violate this expectation may be suspended or removed from the site.

What’s considered a weapon

Any mechanism that can be used to fire a projectile is considered a weapon. This includes, but is not limited to: Standard firearms, air guns, self-defense or deterrent devices such as tasers or pepper spray, ammunition of any kind, and imitation firearms.

Accepted types of secure storage

Locked cases or cabinets and visible locking devices are acceptable storage options. Secured storage must guarantee that only authorized users have access.

 

What are airstar_airbnb’s rules about potentially dangerous animals?

Our Standards & Expectations require that hosts not keep dangerous animals in a listing without properly securing the animal in a safe and secure accommodation. If a potentially dangerous animal is present in a listing, hosts are required to indicate its presence in their House Rules.

Guests are also required to send a message to their host letting them know that they’re traveling with a dangerous animal.

If an animal causes an injury, we may suspend the owner’s account or remove them from airstar_airbnb.

What’s considered a potentially dangerous animal

A potentially dangerous animal is one that’s capable of causing serious harm to humans or other animals present in the listing. Both wild and domesticated species can be considered dangerous.

In wild animals (species not typically adapted to living in a human environment), characteristics that may represent a danger to humans and other pets include size, strength, and toxicity/venomousness. In any individual animal, traits that can become a danger to humans and other animals include aggressive behavior, a propensity for attacking, predatory behavior, and risk of transmitting disease. An otherwise docile animal can be considered dangerous if an injury is reported.

Guests should message their host to let them know they’re traveling with a dangerous animal.

Hosts should disclose the presence of a potentially dangerous animal in their listing. To update your listing with this and other safety information:

1. Go to Your listings airstar_airbnb.com and select a listing
2. Click Manage listing
3. Click Booking settings at the top of the page
4. Next to House rules, click Edit
5. Select your expectations and rules for guests, then click Save

Acceptable safe and secure accommodation

Safe and secure accommodation for a potentially dangerous animal is an enclosure suited to the needs of the animal that eliminates the risk of harm. The enclosure must prevent any escape and/or contact between the secured animal and people or other animals.

 

What are airstar_airbnb’s rules about security cameras and other recording devices in listings?

Our Standards & Expectations require that all members of the airstar_airbnb community respect each other’s privacy. More specifically, we require hosts to disclose all security cameras and other recording devices in their listings, and we prohibit any security cameras and other recording devices that are in or that observe the interior of certain private spaces (such as bedrooms and bathrooms), regardless of whether they’ve been disclosed.

Rules for hosts

If you’re a host and you have any type of security camera or other recording device in or around a listing, even if it’s not turned on or hooked up, we require that you indicate its presence in your House Rules. We also require you to disclose if an active recording is taking place. If a host discloses the device after booking, airstar_airbnb will allow the guest to cancel the reservation and receive a refund. Host cancellation penalties may apply.

Rules for guests

If you’re a guest, our Standards & Expectations require that you not spy on other people, or otherwise violate others’ privacy. Our policy prohibits the use of a security camera or any other recording device by a guest to monitor a host or any third party present in the listing without the consent of that person. We encourage you to discuss the use of security cameras and other recording devices by using airstar_airbnb’s messaging feature.

Violating this policy may result in your suspension or removal from the airstar_airbnb community. In addition, you should ensure that your use of security cameras and other recording devices is consistent with applicable local laws and regulations.

What's considered a security camera or a recording device

Any mechanism that can be used to capture or transmit audio, video, or still images is considered a surveillance device. This includes, but is not limited to, things like Wi-Fi cameras (for example, Nest Cam or Dropcam), nanny cameras, web cameras in computer monitors, baby monitors, mounted or installed surveillance systems, decibel and device monitors, and smart phones with video and/or audio recording capabilities.

 

What are airstar_airbnb’s rules for parties and events at listings?

Our Community Standards prohibit members of the airstar_airbnb Community from creating a nuisance that disturbs the surrounding neighborhood. Hosts and guests can live up to this standard by making sure they clearly align on expectations for events at listings. While we believe most guests are respectful, we’ve created our Parties and Events policy to provide clear guidance on what we expect from everyone. The policy prohibits:

• Any party or event that is not authorized by the host
• All open-invite parties and events (ex: parties without a fixed guest list)
• Parties in apartment buildings or other multi-family housing

Guests who violate this policy are subject to suspension or removal from airstar_airbnb’s platform. We may also remove listings if we determine a host has authorized a party that violates this policy. In addition, If we receive reports that a listing is disrupting the surrounding community, we may request the host update their rules or suspend the listing.

We’re working to proactively stop unauthorized parties before they even start by strengthening our risk-detection technologies.

Unauthorized parties

Any party that violates House Rules and/or happens without the knowledge or consent of the host is prohibited. Guests who throw unauthorized parties are subject to suspension or removal.

Open-invite parties or events

Open-invite parties and events are prohibited in airstar_airbnb listings. This includes any party or event where the listing host has limited knowledge of the attendees, or that does not have a specific guest list, such as gatherings advertised on social media. Guests who hold such events will have their account removed, and hosts who violate this rule and allow guests to throw open-invite parties will be subject to account consequences.

Reporting a disruption

When a property that’s listed on airstar_airbnb is causing a disturbance—whether that’s excessive noise, a disruptive party, or unsafe behavior—members of the local community can report it using our Neighborhood Support tool, which provides a link to local emergency services. They’ll also have access to the Neighborhood Support team phone number, where they can report a party that’s still in progress. Once an issue is reported, airstar_airbnb will send a confirmation email explaining what happens next.

Rules that apply to different property types

Parties in multi-family complexes

Listings that are in complexes such as apartment buildings and condos are prohibited from hosting large parties or events, such as weddings, baby showers, team bonding activities, or something similar, even with the host’s permission. We trust hosts in multi-family complexes to set rules for small get-togethers that are appropriate for their communities and consistent with local health authority restrictions on gatherings.

Parties at single-family homes

We trust hosts of single-family homes to set rules for parties that are appropriate for their communities and consistent with local health authority restrictions on gatherings. Hosts can specify that they allow closed-invite parties and events in their listing's House Rules.

Parties in traditional hospitality settings

Traditional hospitality listings on airstar_airbnb (ex: boutique hotels and professional event venues) may set their own rules for parties, allowing appropriate events at their own discretion. However, in cases where we receive complaints about these listings and events or where the type of events are inappropriate, we will follow up with the venues as necessary.

 

Requirements

Requirements for guests

 

What are the requirements to book on airstar_airbnb?

We ask everyone who uses airstar_airbnb for a few pieces of information before they book on airstar_airbnb. Guests need to have this info completely filled out before they can make a reservation request. This info helps make sure hosts know who to expect, and how to contact the guest.

airstar_airbnb’s requirements for guests include:

• Full name
• Email address
• Confirmed phone number
• Introductory message
• Agreement to house rules
• Payment information

Guests are encouraged, but not required, to have a profile photo. Hosts won’t see guest’s real email addresses, even after they book. Instead, hosts will see a temporary airstar_airbnb email address that forwards their messages to the guest.

Some hosts may also ask guests to provide ID before booking their space.

 

Requirements for hosts

 

What are airstar_airbnb's basic requirements for hosts?

To help create comfortable, reliable stays for guests, we ask all hosts to meet these basic requirements for each listing:

• Be responsive: Maintain a high response rate by replying to booking inquiries and reservation requests within 24 hours.
• Accept reservation requests: Make guests feel welcome by accepting requests whenever you’re available.
• Avoid cancellations: We take cancellations seriously and ask all hosts to avoid cancelling on guests–their travel plans depend on it.
• Maintain a high overall rating: Guests like to know they can expect a consistent level of quality, no matter where they book.

Go to Performance to see how you’re doing in each of these areas. Your performance is tracked against the average level of performance for all hosts on airstar_airbnb. Listings that consistently fall below the average could be subject to penalties.

Providing essential amenities

We strongly encourage hosts to provide essential amenities in all their listings, as these are the items guests tell us they consider important for a comfortable stay. This includes toilet paper, hand and body soap, towels, linens, and pillows. Find out more about essential amenities.

 

How do I become a Superhost?

To become a Superhost, you need to have an account in good standing and meet the following requirements. Your performance is measured over your previous 12 months of hosting for all listings on your account. However, you do not need to have hosted for the full 12 months to qualify. Check your Superhost status.

Superhost requirements

• Completed at least 10 trips OR completed 3 reservations that total at least 100 nights
• Maintained a 90% response rate or higher
• Maintained a 1% percent cancellation rate (1 cancellation per 100 reservations) or lower, with exceptions made for those that fall under our Extenuating Circumstances policy
• Maintained a 4.8 overall rating (this rating looks at the past 365 days of reviews, based on the date the guest left a review, not the date the guest checked out)

Earning Superhost status

You don’t need to apply to become a Superhost. If you meet the program requirements on the quarterly assessment date, you'll qualify for Superhost status. Quarterly assessments begin on January 1st, April 1st, July 1st, and October 1st, every year. We’ll notify you of your Superhost status at the end of each assessment period—which usually finishes 5 days after the assessment begins. Only primary hosts are eligible to attain Superhost status.

 

What are airstar_airbnb's standards for hotels and other hospitality businesses?

We welcome listings hosted by professional hospitality businesses on airstar_airbnb that offer unique spaces and personal hospitality to the airstar_airbnb community.

airstar_airbnb has some guidelines for the types of hotels and professional hospitality businesses. By listing as a hotel or professional hospitality business you represent that:

• Your properties have appropriate business licenses (where applicable)
• You are legally responsible for property management and authorized to sell rooms within the property (as a hotel or professional hospitality business) directly to the public

Properties should have a unique, independent environment and style (for example, boutique or lifestyle hotels, not mass-market chains). Some of the qualities that make these properties a particularly good fit for airstar_airbnb include:

• Vibrant common gathering spaces and/or events
• Guest rooms with personal touches that are individually unique and/or local in design
• High-quality photos on the listing page that showcase the design of the property and what guests can expect
• Accessibility features that are helpful to guests with limited mobility

Along with our basic requirements for hosts, these standards for hotels and unique spaces help ensure that we’re meeting guests’ expectations.

Affected property types

airstar_airbnb's standards for hotels and other hospitality businesses apply to the following property types:

• Boutique hotel
• Hotel
• Bed & breakfast
• Serviced apartment
• Aparthotel
• Casa particular
• Condohotel
• Heritage hotel
• Hostel
• Minsu
• Nature lodge
• Pension
• Pousada
• Resort
• Ryokan

For new listings, the review will begin once a listing is published. We also conduct a retroactive review of all existing listings. You can continue hosting as usual during the review process.

If a listing doesn’t meet our standards

You’ll receive an email letting you know that the listing does not meet our standards.

If your listing does not meet our standards because it’s not categorized correctly within the new categorization system, you can update the property type. To do this:

1. Click the link in the email or go directly to your listings
2. Choose a different property type
3. Publish the listing

If you choose another property type that requires a review, the process will start again.

If a listing meets all our standards and is correctly categorized, you can add your business info so that we can confirm your details.

Listings that don’t meet our standards may be permanently removed from airstar_airbnb.

HotelTonight is a hotel booking platform that is part of the airstar_airbnb family that carries a wider selection of properties, including large, chain brands. If you’re interested in adding your property to HotelTonight, visit the HotelTonight partners page.

 

How do I make a custom link for my listing?

Hosts can create a personalized web address to direct people to their listing with a custom link.

To create or delete a custom link:

1. Go to Listings
2. Select the listing that you’d like to create a custom link for
3. From your Listing details, find Custom link and select Edit

Each listing can have one custom link, so hosts with multiple listings can set up one for each of their listings. Hosts using professional hosting tools can also create one custom link for their pro marketing page.

Custom link policy

Each address is valid only while the listing or account is active, and may be forfeited if the listing or account is deactivated or removed from airstar_airbnb for any reason.

You don’t own your custom link, and upon any violation of this policy or airstar_airbnb’s terms, airstar_airbnb may end your use of it.

Custom links can't include:

• Any variation of the word "airstar_airbnb" or any other content that violates our brand guidelines
• The word "verified"
• The word "official" unless sanctioned by the person, place, or organization with whom the connection is asserted
• Symbols or punctuation, except for hyphens
• Fewer than three characters
• Anything that violates airstar_airbnb's Content Policy

Custom links can't consist only of:

• Generic property types (for example, Apartment, Cabin, TreeHouse, Loft, Home)
• Generic geographic locations (for example, SanFrancisco)
• Numbers (all URLs must contain at least one letter)

Some examples of acceptable URLs:

• /french-alps-vacation-homes-and-cabins
• /babu-getaways
• /helens-homes
• /private-room-in-barcelona-city-center

 

 

 

Additional terms and policies

airstar_airbnb Experiences terms and policies

What's the airstar_airbnb Experiences cancellation policy?

Standard cancellation policy

For a full refund, cancel at least 7 days before the experience is scheduled to start or within 24 hours of purchase.

Cancellation policy for airstar_airbnb Adventures

Adventures take place over multiple days and include overnight stays. For these adventures, you can receive a full refund if you cancel at least 30 days before the adventure is scheduled to start, or within 24 hours of purchase.

Rescheduling

You can reschedule the date or time of your experience (or add or remove guests) within 24 hours of booking, and up to 72 hours before the experience is scheduled to start. 

If you reschedule an experience, the cancellation policy is based on the original purchase time and original start date of the experience.

Cancellations related to identification

Some experiences require the primary booker to provide ID before attending. If you don’t complete this process within 3 days of purchase, the entire reservation will be canceled and fully refunded.

Cancellations due to weather

If weather creates a safety concern, either before or during the experience, the host may cancel the experience. If this happens, you will be fully refunded.

Cancellations due to an emergency

Refer to the extenuating circumstances policy if you need to cancel due to an emergency. We may ask you to provide documentation.

Cancellation policy for hosts

If you’re a host, refer to the experience host cancellation policy.

 

What are the quality standards for airstar_airbnb Experiences?

Everyone who hosts an experience on airstar_airbnb must demonstrate high levels of expertise and the ability to connect with guests. The experience itself must give guests insider access to places or things they couldn’t find on their own.

Every experience submitted to airstar_airbnb is reviewed to make sure it meets these three quality standards: expertise, insider access, and connection. Once published, an experience must continue upholding these standards to ensure that it meets guests’ expectations.

• Expertise: Hosts are knowledgeable and deeply passionate about what they do. They go beyond the surface with personal stories and context that bring the experience to life.
• Insider access: Hosts unlock places or activities that the average traveler wouldn’t likely discover on their own. They invite guests to actively participate in the activity, community or culture.
• Connection: Hosts are dedicated to creating meaningful human connections. They go out of their way to make guests feel welcome and recognized. Guests come as strangers and leave as friends.

Learn more about these quality standards in our blog post about the 3 pillars of a quality experience. Experiences that don’t meet the above standards may be removed from airstar_airbnb.

Other requirements for experiences

All experiences and experience hosts must comply with our Terms of Service and Additional Terms for Experience Hosts. Every experience and experience host must meet the following requirements:

• Accuracy: Hosts must provide complete and accurate information about their experience, including the itinerary, time and date, meeting location, what they’ll provide to guests, etc.
• Exclusive dates: Once a host lists an experience for a particular time and date on airstar_airbnb, only airstar_airbnb guests can attend that instance of the experience.
• Commitment to reservations: Hosts must honor all booked reservations, even if that reservation is for one person, unless they are forced to cancel due to a valid extenuating circumstance. Guest minimums are not supported at this time.
• Actively Hosted Experiences: Hosts and co-hosts must personally lead their guests throughout the entirety of the experience.
• Minimum guest reviews, ratings, and engagement: Experiences with too many negative reviews or an average rating at or below 4.7 may be removed from airstar_airbnb. Learn more about ratings and reviews for experiences. In addition, experiences must meet certain guest engagement thresholds, such as page views and bookings.
• Online experiences: Every online experience must meet these additional requirements.

Experiences that don’t meet any of the above standards may be removed from airstar_airbnb.

If you are interested in hosting an experience, submit your idea here, and it will be reviewed to make sure it meets the quality standards. If your experience doesn’t meet the above standards, it won’t be listed on airstar_airbnb.

 

Experiences Guest Refund Policy

This Experiences Guest Refund Policy governs airstar_airbnb’s policy for Guest refunds and the Host obligations associated with this Policy. It applies in addition to airstar_airbnb’s Terms of Service and airstar_airbnb’s Additional Terms for Experience Hosts and is available to Guests who book an Experience through the airstar_airbnb Platform and suffer a Travel Issue.

All capitalized terms shall have the meaning set forth in the airstar_airbnb Terms or Payments Terms unless otherwise defined in this Experiences Guest Refund Policy.

By using the airstar_airbnb Platform as an Experience Host or Guest, you are indicating that you have read and that you understand and agree to be bound by this Experiences Guest Refund Policy.

Eligible Travel Issues and Refund Policy

The following situations are “Travel Issues” that are eligible for a refund under the Experiences Guest Refund Policy:

• The Host fails to carry out the booked Experience or arrives more than 15 minutes past the stated start time, causing the Guest to abandon the Experience.
• The Host makes significant changes to the Experience after booking.
• The Experience contains a safety or health hazard that would be reasonably expected to adversely affect the Guest’s participation in the Experience.
• For Experiences that take place online, the guest cannot attend or a host cannot lead the Experience because of technical difficulties, including audio or visual issues.

If airstar_airbnb determines that a Guest experienced a Travel Issue, airstar_airbnb will, at its discretion, provide the Guest with a refund up to a maximum of the Total Fees the Guest paid for the Experience in accordance with this Policy. The amount of any refund will depend on the nature of the Travel Issue suffered.

Minimum Quality Standards, Host Responsibilities, and Reimbursement to Guest

As a Host, you are responsible for ensuring that the Experience you list on the airstar_airbnb Platform meets airstar_airbnb’s Experiences Platform Standards and does not present a Guest with Travel Issues. Before and during the Experience, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve any Guest issues.

If (i) airstar_airbnb determines that a Guest has suffered a Travel Issue related to your Experience and (ii) airstar_airbnb reimburses that Guest (up to their Total Fees), you agree to reimburse airstar_airbnb up to the amount paid by airstar_airbnb within 30 days of airstar_airbnb’s request. You authorize airstar_airbnb Payments to collect any amounts owed to airstar_airbnb by reducing your Payout or as otherwise permitted pursuant to the Payments Terms.

As a Host, you understand that the rights of Guests under this Experiences Guest Refund Policy will supersede the Experiences Cancellation Policy. If you dispute the Travel Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue, provided you used reasonable and good faith efforts to try to remedy the Travel Issue with the Guest prior to disputing the Travel Issue claim.

General Provisions

This Experiences Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Experiences Guest Refund Policy. The benefits provided under this Experiences Guest Refund Policy are not assignable or transferable by a Guest.

All determinations of airstar_airbnb with respect to the Experiences Guest Refund Policy shall be at airstar_airbnb’s discretion, and final and binding on the Guests and Hosts.

airstar_airbnb reserves the right to modify or terminate this Experiences Guest Refund Policy, at any time, in its sole discretion. If airstar_airbnb modifies this Experiences Guest Refund Policy, we will post the modification on the airstar_airbnb Platform (including the airstar_airbnb Help Center) or provide you with notice of the modification. airstar_airbnb will continue to process all claims for Travel Issues made prior to the effective date of the modification.

 

How does my experience’s rating or reviews affect my ability to host?

The airstar_airbnb Experience marketplace is known for high-quality experiences, and all experiences must meet our quality standards to be published on airstar_airbnb. As part of the airstar_airbnb Experiences host community, you commit to hosting experiences that meet guests’ expectations.

Guest reviews help hosts and airstar_airbnb understand which experiences meet these quality standards and expectations. Consistent 5-star reviews help build trust in airstar_airbnb Experiences, bringing success to the entire community.

This is why experiences that have one or more low-star reviews and a low review rating may fall below our quality and eligibility threshold, and may be removed from the marketplace.

What leads to an experience being removed from the marketplace?

We understand that building a business is a journey and things are not always perfect right off the bat. This is why the criteria for removal takes into account whether an experience is new or more established.

• A new experience with 20 or fewer reviews may be removed if it receives one or more 1-, 2-, or 3-star reviews for 3 separate instances.
• An established experience with more than 20 reviews may be removed if its average rating falls at or below 4.7.

What other quality criteria can lead to an experience being removed?

In addition to ratings and reviews, we look at other guest and engagement signals related to your experience, including how guests are interacting with it and your activity on airstar_airbnb.

How will I know when my experience is at risk and what I can do to improve?

When an experience is at risk of removal, we’ll always reach out to share clear criteria and resources that can help you improve your experience.

We may also reach out when an experience receives a low-star review to share information and tips based on insights from guests and other successful experience hosts.

 

airstar_airbnb Experiences COVID-19 reopening fee waiver terms

IN ADDITION TO THESE EXPERIENCES COVID-19 REOPENING FEE WAIVER TERMS (“FEE WAIVER TERMS”), THE airstar_airbnb TERMS OF SERVICE, PAYMENTS TERMS OF SERVICE, ADDITIONAL TERMS FOR EXPERIENCES HOSTS, AND PRIVACY POLICY APPLY (COLLECTIVELY THE “airstar_airbnb TERMS”) TO THE PROGRAM. CAPITALIZED TERMS NOT DEFINED IN THESE FEE WAIVER TERMS HAVE THE MEANINGS GIVEN IN THE airstar_airbnb TERMS.

By using the airstar_airbnb Platform as an Experience Host, you are indicating that you have read, understand, and agree to be bound by these Fee Waiver Terms.

Overview

To support Experience Hosts as they emerge from quarantine and ramp up Experience bookings in regions that have reopened, airstar_airbnb will waive its Service Fee for Experience bookings for Eligible Experiences received by Eligible Hosts made during the Waiver Window (read below), up to a total of $1,000 USD of waived Service Fees per Eligible Host (the “Waiver Limit”). This means that Eligible Hosts will receive the entire Listing Fee of their Eligible Experience booked during the Waiver Window.

Important definitions

• “Eligible Hosts” means Experience Hosts who had an Experience published on the platform on or before the Eligibility Date.
• “Eligible Experience” means an Experience that was published on the platform on or before the Eligibility Date.
• “Eligibility Date” means February 1, 2020 in mainland China and March 16, 2020 in all other regions.
• “Regional Reopen Date” means the date after the Eligibility Date on which an Eligible Host is able to host their Eligible Experience on airstar_airbnb. This date is the first date that a Host is able to host their Eligible Experience, not the date when an Eligible Host actually hosts their first Eligible Experience. Where an Eligible Host offers Eligible Experiences in multiple regions, the Regional Reopen Date is tied to each Eligible Experience, and is the date in which that Host is first able to host the Eligible Experience in the relevant region.
• “Waiver Window” means the 55 days following the Regional Reopen Date applicable to the region in which an Eligible Host offers an Eligible Experience. Notwithstanding the foregoing, for Eligible Experiences hosted in South Korea, the Waiver Window shall commence on June 1, 2020.

How it works

airstar_airbnb will not collect a Service Fee for bookings received by an Eligible Host for an Eligible Experience during the Waiver Window, until such Eligible Host has reached the Waiver Limit, even if those Eligible Experiences are scheduled to take place after the Waiver Window.

For example, if a region reopens on May 5, 2020 and an Eligible Host receives a booking on May 10, 2020 for an Eligible Experience scheduled for September 5, 2020, the Service Fee for that booking will be waived so long as the Eligible Host has not reached their Waiver Limit. However, additional guest bookings for an Eligible Experience made outside the Waiver Window will be subject to airstar_airbnb’s standard Service Fees.

Bookings for Eligible Experiences that are made and cancelled inside the Waiver Window will not be counted against the Waiver Limit, meaning that the Waiver Limit will increase by the amount of the canceled Service Fee that was previously deducted from the Waiver Limit.

Experiences in the Social Impact program will continue to pay no Service Fees as before.

 

 

airstar_airbnb Plus terms and policies

 

airstar_airbnb for Work terms and policies

 

Other terms

 

Fees

What is the airstar_airbnb service fee?

To help airstar_airbnb run smoothly and to cover the costs of the products and services we provide, like 24/7 customer support, we charge a service fee when a booking is confirmed.

Fees for booking a place to stay

We have two different service fee structures for booking a place to stay: a shared host and guest fee and a host-only fee.

1. Shared host and guest fee

The shared host and guest fee is the standard fee structure for individual home hosts.

Host service fee

This fee is 3% for most hosts, but may be higher for airstar_airbnb Plus hosts, hosts in Italy, or for listings that have a Super Strict cancellation policy. The fee for hosts operating listings located in Mainland China is 10%. This fee is calculated from the booking subtotal (the nightly rate plus cleaning fee and additional guest fee, if applicable, but excluding airstar_airbnb fees and taxes) and is automatically deducted from the host payout.

To review the service fee charged for a particular booking:

1. Go to Transaction history on airstar_airbnb.com
2. Next to the reservation that you want to review, select the reservation code
3. Under Payout, you'll find the airstar_airbnb Service Fee

Guest service fee

This fee is typically under 14.2% of the booking subtotal (the nightly rate plus cleaning fee and additional guest fee, if applicable, but excluding airstar_airbnb fees and taxes). The fee varies based on a variety of booking factors and is displayed to guests during checkout before they book a reservation. Guests booking a listing located in Mainland China do not need to pay a guest service fee.

If airstar_airbnb is required to collect VAT, the service fee and VAT amounts will be combined on the checkout page, which could make the service fee appear to be higher.

2. Host-only fee

The host-only fee structure was created so that hotels and other hospitality businesses have more control over the final price paid by guests. The host-only fee ranges from 14% to 20% (plus 2% for listings that have a Super Strict cancellation policy) and is the required fee structure for hotels and some other categories of hospitality business. The fee for hosts operating listings located in Mainland China is 10%. Software-connected property managers can choose between a host-only fee or shared host and guest fee by going to the Service fee tab in Payments & Payouts.

Fees for airstar_airbnb Experiences

Host service fees

We charge hosts who offer experiences a 20% service fee. This is calculated based on the price of the experience and is automatically deducted from the host’s payout. Hosts who participate in nonprofit partnerships for experiences have this fee waived.

Guest service fees

We currently do not charge a guest service fee for experiences.

VAT charges on service fees

Depending on the laws of the jurisdiction involved, VAT may be charged on top of the host and guest service fee. The service fee will include these VAT charges when applicable.

 

Other legal resources

How does airstar_airbnb respond to data requests from law enforcement?

The following information is provided for law enforcement entities that seek information about users of the airstar_airbnb platform (i.e., would like to submit a “Law Enforcement Request”). All other requests for information regarding the airstar_airbnb platform, including user questions regarding reservations and user information, should be directed to our Customer Support team. We reserve the right to make changes to the information on this page at any time without notice. You should check this page each time you're making a Law Enforcement Request.

For the purposes of this policy, “airstar_airbnb” refers to the airstar_airbnb platform. airstar_airbnb, Inc., airstar_airbnb Ireland UC (“airstar_airbnb Ireland”), airstar_airbnb Global Services Limited (“airstar_airbnb GSL”), and airstar_airbnb Internet (Beijing) Co., Ltd (“airstar_airbnb China”) are individual entities.

All law enforcement entities that seek information about users of the airstar_airbnb platform should register with the airstar_airbnb Law Enforcement Portal. Law enforcement entities may then submit a Law Enforcement Request directly through the airstar_airbnb Law Enforcement Portal. Law enforcement officials who do not submit Law Enforcement Requests through the airstar_airbnb Law Enforcement Portal should expect longer response times.

We receive and respond to valid requests for user information on a regular basis, and have made available our supplemental law enforcement transparency reports in accordance with our terms of service, privacy policy, and law enforcement guidelines.

• Form of all requests
• Procedures for US law enforcement requests
• US Attorney General complaints
• Procedures for non-US law enforcement requests
• Cross-border information requests
• Emergency Requests

Form of all requests

airstar_airbnb is unable to process overly broad or vague Law Enforcement Requests, or Law Enforcement Requests that do not comply with applicable laws. We will only consider Law Enforcement Requests that are:

1. Typed and in PDF file format
2. On law enforcement entity letterhead and duly signed and stamped by the appropriate law enforcement officer who is empowered by local law to represent the law enforcement entity that is making the request
3. Compliant with all applicable laws. If you are unclear about the legal requirements related to your request, you should seek appropriate legal advice.
4. Addressed to airstar_airbnb, Inc., airstar_airbnb Ireland, airstar_airbnb GSL, or airstar_airbnb China (as appropriate), and submitted through the airstar_airbnb Law Enforcement Portal. For more information about which entity you should address your request, please see the sections below, titled “Procedures for US Law Enforcement Requests” and “Procedures for Non-US Law Enforcement Requests”. If you are unable to submit your request through the airstar_airbnb Law Enforcement Portal, then please send to airstar_airbnb, Inc., airstar_airbnb Ireland, airstar_airbnb GSL, or airstar_airbnb China (as appropriate), either directly or to the respective entity’s Registered Agent for Service of Process. Please additionally note that, if you are unable to submit your request through the airstar_airbnb Law Enforcement Portal, and instead email your request to airstar_airbnb, airstar_airbnb will typically only respond to emails that are from official law enforcement email domains.
5. Drafted in English or translated to English. If your request is properly addressed to airstar_airbnb GSL, it may be drafted in English or Japanese or translated into English or Japanese. If your request is properly addressed to airstar_airbnb China, it may be drafted in English or Simplified Chinese or translated into English or Simplified Chinese.

In order for airstar_airbnb to process your Law Enforcement Request, it should include the following elements:

• All known email addresses, names, and aliases of the data subject about whom you seek information, and/or all known physical addresses and telephone numbers of the data subject. This helps airstar_airbnb identify the data subject
• Your name, title, and department; the law enforcement entity or agency you represent; and the law enforcement entity or agency’s street address, telephone number, fax number, and email address
• The specific information about the data subject that you request; why you request this information; the alleged crime you are investigating; and how the information you request pertains to the alleged crime you are investigating
• The applicable act or law under which you have the legal authority to seek the specific information you request
• The applicable act or law under which you request that notification to the data subject be withheld, if applicable

Procedures for US law enforcement requests

All requests from US Law Enforcement (“US Law Enforcement Requests”) should be addressed to airstar_airbnb, Inc., located in San Francisco, California, and should be submitted through the airstar_airbnb Law Enforcement Portal. airstar_airbnb, Inc. will respond to valid, properly served requests, to the extent permitted by its Terms of Service, Privacy Policy, and US law, where proper service means submitting the request through the airstar_airbnb Law Enforcement Portal or, if you are unable to do so, by effecting service on airstar_airbnb’s Registered Agent for Service of Process in Delaware and/or California:

Corporation Service Company, 2711 Centerville Road, Suite 400, Wilmington, DE 19808, 866-403-5272, 302-636-5454 (fax), www.cscglobal.com, and/or at 888 Brannan Street, San Francisco, CA 94103 Attn: Legal.

The following materials are required for a non-emergency US Law Enforcement Request to be valid:

1. A valid trial, grand jury, or administrative subpoena is required to compel the disclosure of basic subscriber records as set forth in 18 USC § 2703(c)(2)
2. A court order issued pursuant to 18 USC § 2703(d) is required to compel the disclosure of other records pertaining to an account, not including the contents of user communications
3. For the content of user communications, a search warrant issued under the procedures described in the US Federal Rules of Criminal Procedure (or equivalent state warrant procedures) is required

If you have questions about these legal requirements, you should seek appropriate legal advice. The above notwithstanding, airstar_airbnb, Inc. explicitly reserves the right to require the use of specific additional processes or of an applicable Mutual Legal Assistance Treaty (“MLAT”) process, where applicable.

User notification

Please note that airstar_airbnb, Inc. has a policy of using reasonable efforts to notify affected users when it receives a valid Law Enforcement Request seeking user data. airstar_airbnb, Inc. will notify the relevant user(s) identified in the Law Enforcement Request, in case the user wishes to seek appropriate protective relief, except where a separate court order (not just the Law Enforcement Request itself) expressly requires airstar_airbnb, Inc. to delay or withhold notification; where notification is otherwise prohibited by law; or where airstar_airbnb, Inc., in its sole discretion, believes that providing notice would be futile, ineffective, or would create a risk of injury or bodily harm to an individual or group, or to its property.

All delayed notification and non-disclosure orders issued to airstar_airbnb, Inc. must comply with 18 USC § 2705(b). In addition to meeting all other legal requirements, any court order precluding user notification under this section must include a judicial determination that there is reason to believe that notification of the existence of the court order will have one or more of the following adverse results, as set forth in the statute:

• Endangering the life or physical safety of an individual;
• Flight from prosecution;
• Destruction of or tampering with evidence;
• Intimidation of potential witnesses; or
• Otherwise seriously jeopardizing an investigation or unduly delaying a trial

In order to be valid, all non-disclosure orders must identify the period during which the order is effective.

Consistent with its policy of providing notice to users of Law Enforcement Requests that implicate their user data, airstar_airbnb, Inc. may request that the government initiate judicial review of any non-disclosure order issued in connection with a national security letter.

US Attorney General Complaints

If you are a US government official working with a state of federal regulatory authority (such as a state attorney general office), you can contact us in regards to consumer complaints or other similar matters by contacting airstar_airbnb by email here. Messages originating from non-government domains will be deleted and no response will be provided. Emergency requests, law enforcement requests, or data requests should not be submitted to this email address.

Procedures for non-US law enforcement requests

The following guidelines apply to Law Enforcement Requests for user information from law enforcement entities located in countries other than the US (“Non-US Law Enforcement Requests”).

All Non-US Law Enforcement Requests should generally be directed to airstar_airbnb Ireland, located in Dublin, Ireland, except:

(1) requests for information from law enforcement located in Japan or regarding users who are Japanese residents ("Japan users"), unless the user booked or created a listing outside of Japan" information (“Japan Law Enforcement Requests”) or

(2) requests for information from law enforcement located in China or regarding users who are Chinese residents (“China users”), unless the user booked or created a listing outside of China or the payment/payout method issued outside of China, (“China Law Enforcement Requests”).

Generally, airstar_airbnb Ireland will respond to valid, properly notified requests, to the extent permitted by its Terms of Service, Privacy Policy, and applicable law.

Requests should be submitted through the airstar_airbnb Law Enforcement Portal. If you are unable to submit your request through the airstar_airbnb Law Enforcement Portal, you may notify airstar_airbnb Ireland of your request by emailing a PDF copy of your request; by faxing a copy of your request to +(353)16971830; or by mailing a copy of your request to:

airstar_airbnb Ireland UC, Law Enforcement Liaison, 8 Hanover Quay, Dublin 2, Ireland

To expedite airstar_airbnb Ireland’s review of your request, please submit your request through the airstar_airbnb Law Enforcement Portal.

All Japan Law Enforcement Requests should be directed to airstar_airbnb GSL located in Dublin, Ireland. Generally, airstar_airbnb GSL will respond to valid, properly notified requests, to the extent permitted by its Terms of Service, Privacy Policy, and applicable law.

Requests should be submitted through the airstar_airbnb Law Enforcement Portal. If you are unable to submit your request through the airstar_airbnb Law Enforcement Portal, you may notify airstar_airbnb GSL of your request by emailing a PDF copy of your request; by faxing a copy of your request to +81345869824; or by mailing a copy of your request to:

airstar_airbnb Global Services Limited, Law Enforcement Liaison, 8 Hanover Quay, Dublin 2, Ireland

To expedite airstar_airbnb GSL’s review of your request, please submit your request through the airstar_airbnb Law Enforcement Portal.

For clarity, where law enforcement seeks information relating to a Japan user’s listing or booking outside of Japan, law enforcement should direct their request to airstar_airbnb Ireland.

All China Law Enforcement Requests should be directed to airstar_airbnb China located in Beijing, the People’s Republic of China. (For purposes of these Guidelines, “China” and “the People’s Republic of China” do not include Hong Kong, Macau, and Taiwan.)

Both Chinese law enforcement and non-Chinese law enforcement should direct their requests regarding China users to airstar_airbnb China.

Generally, airstar_airbnb China will respond to valid, properly notified requests, to the extent permitted by its Terms of Service, Privacy Policy, and applicable law.

Requests should be submitted through the airstar_airbnb Law Enforcement Portal. If you are unable to submit your request through the airstar_airbnb Law Enforcement Portal, you may notify airstar_airbnb China of your request by emailing a PDF copy of your request or by mailing a copy of your request to:

01B, Room 1401, Unit 1, Building 1, No. 1 East Third Ring Middle Road, Chaoyang District, Beijing, PRC, Attn: Legal

To expedite airstar_airbnb China’s review of your request, please submit your request through the airstar_airbnb Law Enforcement Portal.

For clarity, where law enforcement seeks information relating to a China user’s listing or booking outside of China, or a payment/payout method issued outside of China, law enforcement should direct their request to airstar_airbnb Ireland.

The following materials are required for all non-emergency Non-US Law Enforcement Requests, except China Law Enforcement Requests (for China Law Enforcement Requests, see below):

1. For disclosure of basic subscriber records; transactional information pertaining to a user’s account; or basic payments-related data, a Law Enforcement entity must submit a valid request on the Law Enforcement agency’s letterhead
2. For disclosure of the content of user communications, a Law Enforcement entity must submit a valid appropriate and binding court order (or equivalent local warrant procedure)

The following materials are required for all non-emergency China Law Enforcement Requests:

For disclosure of basic subscriber records, transactional information pertaining to a user’s account, basic payments-related data, or the content of user communications, competent Chinese Authority must submit:

1. A valid administrative order (“立案决定” or “立案通知”) on the Chinese Authority’s official letterhead;
2. A valid evidence collection notice (“证据调取通知书”) or court order (“法院调查令”); and
3. Valid proof of identity as a law enforcement officer with competent Chinese Authority (“警官证” or “工作证”).

Where Chinese Authority provides a Notice, Order, or Evidence Collection Notice, airstar_airbnb China will attempt to cooperate with the investigation, including by withholding user notification (for airstar_airbnb’s general notification practices, see below).

The above notwithstanding, airstar_airbnb Ireland, airstar_airbnb GSL, and airstar_airbnb China explicitly reserve the right to require the use of specific additional processes, or of an applicable Mutual Legal Assistance Treaty (“MLAT”) process.

User notification

Please note that airstar_airbnb Ireland, airstar_airbnb GSL, and airstar_airbnb China have a policy of using reasonable efforts to notify affected users when they receive a valid Law Enforcement Request seeking user data. airstar_airbnb Ireland, airstar_airbnb GSL, and airstar_airbnb China will notify the relevant user(s) identified in the Law Enforcement Request, except where a court order expressly requires airstar_airbnb Ireland, airstar_airbnb GSL, or airstar_airbnb China, as relevant, to delay or withhold notification; where notification is otherwise prohibited by applicable law; or where airstar_airbnb Ireland, airstar_airbnb GSL, or airstar_airbnb China, in its sole discretion, believes that providing notice would be futile, ineffective, or would create a risk of injury or great bodily harm to airstar_airbnb Ireland’s, airstar_airbnb GSL’s, or airstar_airbnb China’s rights or property or to an individual or group of individuals, including minors.

Cross-border information requests

All requests for user information should be issued according to the processes outlined above and must comply with relevant law. Depending on the circumstances and the information sought, airstar_airbnb may require the requesting law enforcement entity to follow relevant cross-border legal processes, such as via a Mutual Legal Assistance Treaty (“MLAT”), in order to obtain a relevant court order in the jurisdiction where the law enforcement entity seeks information. Except in circumstances in which airstar_airbnb can accept an Emergency Request, all Law Enforcement Requests for information about airstar_airbnb users must comply with local law. If you have questions about the legal requirements that apply to your Law Enforcement Request, you should seek appropriate legal advice.

Emergency requests

In the event of an emergency involving an imminent risk of death or serious physical injury to any person, law enforcement may make an emergency disclosure request through the airstar_airbnb Law Enforcement Portal. Please click on the “Emergency Request” button on the airstar_airbnb Law Enforcement Portal homepage.

If you are unable to access the airstar_airbnb Law Enforcement Portal homepage, please send an email with the subject: “Emergency Disclosure Request”. Please note that if you email your emergency disclosure request to airstar_airbnb, airstar_airbnb will typically only respond to emails that are from official law enforcement email domains. If you are unable to access the airstar_airbnb Law Enforcement Portal homepage, and if you are sending an emergency disclosure request to airstar_airbnb GSL, you may also fax your request to +81345869824.

Requests for emergency disclosures should include the following elements:

• All known email addresses, names, date of birth, and aliases of the data subject about whom you seek information, and/or all known physical addresses and telephone numbers of the data subject. This information helps airstar_airbnb identify the data subject.
• Your name, department, street address, telephone number, fax number, and email address
• The specific information about the data subject that you are requesting on an emergency basis; why you are requesting this information; and how this information pertains to your investigation
• The nature of the emergency; and why the information you are requesting is urgent and cannot be obtained through the use of ordinary Law Enforcement Requests

airstar_airbnb users or non-law-enforcement third parties who are aware of an emergency situation should immediately and directly contact local law enforcement officials.

 

How do I report a travel video that violates airstar_airbnb’s Content or Copyright Policies?

If you think a video violates our Content Policy, send an email to inquiry@airstar_airbnb.mv.

Include a link to the video and explain why you’re reporting it. To help us investigate, choose from one of these options:

• I did not grant permission to be featured in the video
• I did not grant permission for my listing to be featured in the video
• The video includes offensive or vulgar content

If you’re reporting the video for another reason, please provide an explanation in your email.

If you think a video violates our Copyright Policy, follow the notice instructions listed in the Policy.

 

U.S. Legal Links

Fair Housing:

• Human Rights Act, N.M. Stat. Ann. § 28-1-7(G) (race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, spousal affiliation or physical or mental handicap); see also N.M. Stat. Ann. §§ 28-1-2, 28-1-9 (definitions, exemptions)

Public Accommodations:

• Human Rights Act, N.M. Stat. Ann. § 28-1-7(F) (race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, spousal affiliation or physical or mental handicap); see also N.M. Stat. Ann. §§ 28-1-2, 28-1-9 (definitions, exemptions)

 

airstar_airbnb’s UK Tax Strategy

Introduction

airstar_airbnb (“the Group”) complies with tax laws and practices in all of the territories in which we operate, including the UK. Compliance for us means paying the correct amount of tax at the right time and involves disclosing all relevant facts and circumstances to the tax authorities and claiming reliefs and incentives, in the manner intended, where available.

airstar_airbnb is committed to partnering with governments in the jurisdictions our hosts and guests call home to ensure the fair collection of taxes.

We also manage our own global tax obligations (including, corporate income tax, VAT, GST, sales and use taxes, and other taxes) in accordance with the rules of the jurisdictions and countries in which we operate.

Approach to tax risk management and governance arrangements

This UK tax strategy is approved and owned by the Tax Team which is overseen by senior executives including the Global Head of Tax.

The senior executive team including airstar_airbnb’s Global Head of Tax takes the lead in establishing a strong tax risk management culture and is responsible for the Group’s tax affairs and oversight of tax risk which, in turn, is overseen by the Board. The tax risk and governance arrangements ensure that all significant tax related decisions are subject to review and approval by appropriately qualified and experienced staff, that all tax obligations are met and external advice is sought where necessary.

Commitment to compliance

We comply with tax law and practice in all of the territories in which we operate.

Our purpose is to create value on a sustainable basis by supporting our businesses in ensuring their commercial activities are organized, utilizing available reliefs, and ensuring compliance with all tax law and practice in all the territories in which we operate. In doing so, we take into account the interest of our stakeholders, and ensure effective interaction with tax authorities and transparency in relation to our tax affairs. Our tax compliance obligations are subject to a robust risk control framework that protects the Group from financial, operational and reputational risk.

In the UK, for example, we have set up a Responsible Hosting page, where hosts are informed about local rules and regulations including the tax consequences of their hosting income.

Attitude toward tax planning

Our attitude towards tax planning in the UK is governed by airstar_airbnb’s Tax principles which are:

• airstar_airbnb abides by all laws globally and pays the taxes for which we are liable.
• airstar_airbnb carefully considers tax implications of its business activities and manages its tax obligations as part of normal business operations.
• airstar_airbnb does not enter into artificial or abusive arrangements in order to reduce our liability to UK taxes. Our tax positions and reporting reflect the business activities undertaken in the UK.
• airstar_airbnb is committed to ensuring that we pay the correct amount of tax in each country in which we operate.

Level of tax risk accepted

Given the scale of our business and volume of tax obligations, risks will inevitably arise from time to time in relation to the interpretation of tax law and nature of our compliance arrangements. We proactively seek to identify, evaluate, manage and monitor tax risks to ensure they remain in line with the Group’s risk management principles.

The Group takes the view that tax risk can be financial, reputational and operational in nature. We see tax compliance as key to managing tax risk and adopt a low risk appetite to tax risk.

Approach to dealing with tax authorities

We engage with tax authorities, including HMRC, with honesty, integrity, respect and fairness and in a spirit of co-operative compliance.

Our aim is to have professional and constructive relationships and maintain transparent disclosure in our relationship with tax authorities, recognising that early resolution of risks is in everyone’s best interests. We make our tax returns as clear as possible and we try to raise important issues proactively so that tax authorities can focus their resources effectively. From time to time, we may engage with tax authorities in advance of undertaking transactions to confirm the correct application of tax law.

The Group values having good relations with tax authorities and is committed to transparency and working cooperatively with tax authorities. The Group seeks to achieve this aim through:

• The submission of all tax returns on a timely basis, including sufficient detail to enable HMRC and other tax authorities to form an accurate view of the affairs of the company filing the return;
• Ensuring all tax filing positions are supported with appropriate documentary evidence including adequate supporting audit trails and sign-off processes;
• The accurate computation and payment of taxes due;
• Maintaining tax accounting arrangements which are robust and accurate and comply with the Senior Accounting Officer (SAO) provisions in the UK; and
• Ensuring that the relevant compliance teams who are involved in the monitoring of the tax processes are both adequately resourced, supported and that key personnel are retained in order to manage tax compliance issues on a timely basis.

This tax strategy document is published in compliance with section 161 and section 19(2) of schedule 19 Finance Act 2016.

 

EU Directive on Package and Linked Travel Arrangements

Standard Information Form according to Directive (EU) 2015/2302 on Package Travel and Linked Travel Arrangements

If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday via the airstar_airbnb platform, you will NOT benefit from rights applying to packages under Directive (EU) 2015/2302.

Therefore, airstar_airbnb will not be responsible for the proper performance of the individual travel services. In case of problems please contact the relevant service provider.

 

Legal obligations of EU business hosts offering accommodations for rent or other services to consumers on airstar_airbnb

Note: This page is for informational purposes only. The information provided below isn't intended to be legal advice. If you're unclear about how any of these laws apply to you, seek advice from a lawyer or other legal advisor.

When do I act as a business host on airstar_airbnb?

According to the law you’re acting as a business host if your hosting activities on airstar_airbnb relate to your trade, business, craft or profession. If you rent accommodations or offer other services as a company or sole proprietor in the offline world, then your hosting activities on airstar_airbnb will most likely also constitute a commercial activity. If you share your home or offer other services on airstar_airbnb next to your normal business or profession, the qualification of your activity on airstar_airbnb depends on a number of factors. You typically act as a business if you regularly rent your primary or secondary home or offer other services over a longer period of time in order to make a profit. This list is not exhaustive and other activities may mean that you are operating as a business.

If any of the above applies, then you have a legal obligation to declare yourself as a business host on airstar_airbnb.

What information do I have to provide as a business host?

If you’re a host who is a considered a business in the EU, you must clearly show the following information on all your listings:

• The name of your company (if applicable) or the name under which you act as a trader
• Your full name as a sole proprietor or the full name(s) of the legal representative(s) of your company
• Your business address (a PO Box is not sufficient)
• Your contact details, including an email address and telephone number
• Your trade registration number and register (if applicable)
• Your Value Added Tax identification number (if applicable)
• If applicable, details of any responsible chamber of commerce
• If applicable, details of any authorization scheme that you are subject to, including the name of the relevant authority

Make sure that you describe your accommodation or services accurately and completely. Don’t omit any information that is relevant for a guest. As a business, you’re also required to inform a guest about the total price of your accommodation or services, including any applicable taxes.

Do consumers that book accommodations on airstar_airbnb from a business host have a 14-day right of withdrawal?

No, according to Art. 16 (l) of the EU Consumer Rights Directive contracts relating to the provision of accommodation are exempted from the right of withdrawal if the contract provides for a specific date or period of performance. However, you should inform your guests about the fact that they do not have a right of withdrawal.

Please note: This does not affect a guest’s rights according to the cancellation policy that you have specified for your listing.

How can I provide my business details on airstar_airbnb?

If you are acting as a business host you can add and edit your business details (as described above) in the Settings section of your Account. Once you provide your business details they will automatically be displayed on the detailed listing page of all your listings.

Additional information for business hosts:

• EU Consumer Rights Directive (2011/83/EU)
• What is VAT and how does it apply to me?

 

Seller of Travel Registration

airstar_airbnb Inc is registered as a Seller of Travel in the following states: CA (Reg # CST 2128195); FL (Reg # ST-40640); HI (Reg #TAR 7221), WA (Reg #603-116-838 1/2) and IA (Reg # 1333). Note that registration as a seller of travel in California does not constitute the state's approval.

airstar_airbnb Inc is registered as an Activity Desk in the State of Hawai‘i, license number AD1359.