Airbnb Introduces 'Reserve Now, Pay Later' for US Customers
Airbnb now offers a new payment option called 'Reserve Now, Pay Later' to customers in the United States. This feature allows guests to hold a reservation without paying upfront, provided the listing has either a flexible or moderate cancellation policy.
Flexible Cancellation Policies Explained
- Flexible policy: Full refund available up to 24 hours before check-in.
- Moderate policy: Cancel without fees up to five days before check-in.
This move builds on Airbnb’s previous payment options. Back in 2018, the company introduced split payments where users could pay 20% or 50% upfront. More recently, Airbnb partnered with Klarna in 2023 to enable four instalments over six weeks.
Full payment is required before the free cancellation window closes, and Airbnb sends timely reminders to ensure users don’t miss the deadline.
Flexible Payment Options Make Booking Easier
Offering flexible payment methods addresses common booking challenges. According to a survey by Airbnb and Focaldata, 55% of respondents preferred flexible payment options. Meanwhile, 42% had missed out on properties while coordinating payment with travel companions.
Allowing travellers to secure their booking without immediate payment reduces friction and increases conversion rates. For customer support professionals, this means fewer payment-related inquiries and smoother booking experiences.
AI Enhances Airbnb’s Customer Service
Airbnb has started using an AI-powered customer service agent to manage more inquiries without human help. Since April 2025, the AI agent has been gradually rolled out to all US users, reaching 50% coverage by the end of May.
CEO Brian Chesky reported that this AI system has already cut the need for live agent contact by 15%. The AI continues to improve, offering more personalized and effective support over time.
What This Means for Customer Support Teams
The AI agent handles routine questions and problems, freeing human agents to focus on complex cases. It also speeds up response times and provides users with instant assistance. Customer support teams can expect a shift in their workflows as AI handles more repetitive tasks.
For professionals interested in how AI impacts customer service roles, exploring relevant courses can provide valuable insights. Resources like Complete AI Training’s latest AI courses offer practical knowledge on AI tools and automation.
Looking Ahead: A Fully Integrated AI Experience
Airbnb aims to create a seamless end-to-end travel experience powered by AI. This means booking, customer service, and problem resolution are integrated into one platform with minimal friction.
Chesky emphasized that Airbnb’s focus is on making the platform affordable, reliable, and easy to use. Bringing AI into the customer journey helps travellers solve issues quickly and independently, improving overall satisfaction.
Summary
- 'Reserve Now, Pay Later' offers US travellers more booking flexibility without immediate payment.
- Flexible cancellation policies protect bookings while allowing payment delays.
- AI customer service reduces reliance on human agents and speeds up support.
- Customer support roles will evolve as AI takes over routine inquiries.
- These changes enhance convenience, increase booking success, and improve user experience.
For customer support professionals, understanding these shifts and leveraging AI knowledge will be key to adapting successfully in the coming years.
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