For the Winter Olympics Airbnb has already activated 24/7 customer support.
Customer service is a priority
Over 600 Italian-speaking operators and the creation of teams dedicated to handling requests related to Milan Cortina are part of a larger £30 million investment in customer service, in Italy in 2025. Airbnb has also introduced significant changes to reduce avoidable cancellations by hosts. Since they were implemented, the cancellation rate in Italy decreased by almost 50% on an annual basis. In the rare event that a cancellation does occur, guests are protected by AirCover for guests and the Airbnb team will assist them in finding alternative accommodation or processing a refund.
“Making the Games…safe and accessible for everyone"
Ahead of the Milan Cortina 2026 opening ceremony, the company went one step further, investing £1 million in measures to ensure rapid and effective assistance in the event of unforeseen circumstances related to bookings during the Games, with the aim of minimizing any inconvenience to guests. “Our goal at Airbnb is to offer every guest the best possible experience, especially as Italy prepares to welcome the world to Milano Cortina 2026. From expanding Italian-language support to strengthening security protocols and investing in proactive guest assistance, we are determined to make these Games memorable, safe and accessible for everyone," said Matteo Sarzana, country manager Airbnb Italy
24/7 support during the event
Guests attending the Games will be able to contact Airbnb customer support directly through the app, ensuring that assistance is always available. For those travelling alone and needing immediate assistance for safety reasons, the emergency button integrated into the app guarantees a timely response, confirming Airbnb's focus on guest well-being as well as service convenience.
