Airbnb Preservation and Emergency Requests: Police Guide and Template

Investigators dealing with a rental scam, an assault at a booked property or a missing guest usually ask Airbnb for two things before a warrant is ready: freeze the account's records (a preservation request) and, where a life is at risk, release information now (an emergency disclosure request). Airbnb publishes a short section on each in its law enforcement guidelines. This guide sets out exactly what Airbnb says, what it does not say, and gives two adaptable templates. It does not repeat the full data-request process, and it is for authorised law enforcement and government staff only.

Who may use these routes

Airbnb's US guidelines describe the process for law enforcement "authorized to seek information about Members of the Airbnb platform, in connection with an official criminal investigation". To create a Portal account, Airbnb says it is mandatory to use an official government-issued email address tied to the officer's agency, and that officials who do not use the Portal should expect longer response times. Airbnb also says it does not respond to enquiries from non-law enforcement entities or from Members; those go to its Help Center. If you are a victim or a witness, contact your local police and use the country-by-country cybercrime help hub.

These notes cover the US guidelines. Airbnb publishes a separate page for requests about Members outside the United States (Airbnb Ireland UC and other entities are named there), which uses the same Portal and adds format rules such as a signed, dated PDF on agency letterhead. Foreign agencies should read that page first.

Preservation requests: what Airbnb says

Section 6 of the US guidelines is the whole of Airbnb's published preservation policy. In substance:

• Law enforcement "may seek the preservation of account records for a specified period of time", so the period is something you state in the request.
• On receipt, Airbnb "may take reasonable steps to preserve" records or other information in its possession regarding the subject of the request, "pending the issuance of legal process".
• A preservation is a one-time "snapshot" of the records or content in the account at the time Airbnb receives the request. It is not ongoing, real-time preservation, so activity after that date is not captured.
• Airbnb "reserves the right to reject preservation requests for any reason".

What the page does not say. It does not state how long Airbnb holds a snapshot, whether and how a preservation can be extended, which identifiers the preservation form requires, or whether the Member is told about a preservation request specifically. It also does not name a separate preservation channel: Sections 1 and 2 say all Law Enforcement Requests for Member data must be submitted through the Portal, so use the Portal and confirm the preservation option there.

The federal statute. Under 18 U.S.C. section 2703(f)(1), a provider of electronic communication or remote computing services, "upon the request of a governmental entity, shall take all necessary steps to preserve records and other evidence in its possession pending the issuance of a court order or other process". Section 2703(f)(2) says those records "shall be retained for a period of 90 days, which shall be extended for an additional 90-day period upon a renewed request by the governmental entity". That is the statute's wording, not an Airbnb statement; Airbnb's page does not cite section 2703(f) or give its own period. Diarise the renewal yourself and ask in the Portal how Airbnb wants renewals sent.

Identifying the account. Airbnb's FAQ asks you to include as many of these as known: full name and aliases, date of birth, phone number, email address, the full address of the Airbnb listing or the reservation code, and the payment instrument with date and amount. Airbnb adds that the information in its database is user-generated and that it does not verify its accuracy, so treat account details as unverified.

Notice to the Member. For a valid US Law Enforcement Request seeking Member data, Airbnb says it may notify the affected Member unless a separate court order requires delay, notice is prohibited by law, or Airbnb believes notice would be futile or risky. Any non-disclosure order must comply with 18 U.S.C. section 2705(b) and must state the period during which it is effective. The page does not say whether a bare preservation request triggers notice, so if secrecy matters, ask for a court order and attach it.

Emergency (exigent) disclosure requests

Section 4 of the US guidelines says Airbnb has processes in place "to promptly respond to emergency requests on a 24/7 basis" and "may disclose Member information voluntarily when we have reason to believe, in good faith, that there is an emergency involving an imminent risk of death or serious physical injury to any person and disclosure without delay is required to avert harm". Airbnb does not promise a response time, and neither should you.

The statutory basis for a provider's voluntary disclosure is in 18 U.S.C. section 2702. Subsection (b)(8) covers communications, where the provider "in good faith, believes that an emergency involving danger of death or serious physical injury to any person requires disclosure without delay of communications relating to the emergency". Subsection (c)(4) uses the same test for records "relating to the emergency". The statute says a provider "may" divulge; it creates no duty to do so.

What Airbnb asks you to supply, in the Portal's emergency request form:

• Data subject information: legal name, Airbnb profile name or aliases, date of birth, all known emails, phone numbers and physical addresses, or the full address of the listing or the reservation code.
• Your information: name, department, street address, telephone number, fax number and official government email address.
• Four certification answers: the nature of the emergency and the imminent risk (specific facts); why you want the information and its connection to Airbnb; how it pertains to your investigation; and why it is urgent and cannot be obtained through a standard Law Enforcement Request.

Airbnb says it may follow up if anything is missing, so give a number that will be answered. If you cannot reach the Portal homepage, Airbnb says to email [email protected] with the subject line "Emergency Disclosure Request" from an official government law enforcement domain; such emails "will require verification". Members and other third parties aware of an emergency should contact local law enforcement.

Template: preservation request

Adapt to your agency's format; not legal advice. Airbnb does not publish the Portal's preservation form fields, so use this as the content to enter or attach.

[AGENCY LETTERHEAD]
[DATE]

To: Airbnb, Inc., Law Enforcement Operations
    (submitted through the Airbnb Law Enforcement Portal)

Re: Request to preserve records pursuant to 18 U.S.C. § 2703(f)
Agency reference / case number: [CASE NUMBER]

I am [OFFICER NAME], [TITLE], [UNIT], [AGENCY]. I am a governmental
entity conducting an official criminal investigation. Contact:
[OFFICIAL GOVERNMENT EMAIL], [DIRECT TELEPHONE], [AGENCY STREET ADDRESS].

Pursuant to 18 U.S.C. § 2703(f)(1), I request that Airbnb take all
necessary steps to preserve all records and other evidence in its
possession regarding the following, pending the issuance of a court
order or other legal process:

  Account holder name / aliases:  [NAME(S)]
  Airbnb profile name / user ID:  [PROFILE NAME / ID, IF KNOWN]
  Email address(es):              [EMAIL(S)]
  Phone number(s):                [PHONE(S)]
  Listing address:                [FULL LISTING ADDRESS, IF KNOWN]
  Reservation code(s):            [CODE(S), IF KNOWN]
  Payment instrument, date, amount: [DETAILS, IF KNOWN]
  Date range of interest:         [START DATE] to [END DATE]

Records to preserve include account registration data, listing and
reservation records, payment and payout records, and messages between
host and guest for the date range above.

Period requested: [90 DAYS FROM RECEIPT]. I understand this is a
one-time snapshot of the account as of receipt. I will submit a
renewed request under § 2703(f)(2) before the period ends if legal
process has not issued.

[OPTIONAL: Attached is a court order under 18 U.S.C. § 2705(b)
directing non-notification for [PERIOD / END DATE].]

Please confirm receipt and the date the snapshot was taken.

[OFFICER NAME]
[TITLE, AGENCY]

Template: emergency disclosure request

Adapt to your agency's format; not legal advice. This follows the items Airbnb lists for its emergency form. Use facts only, no assumptions.

EMERGENCY DISCLOSURE REQUEST
[DATE AND TIME, WITH TIME ZONE]
Agency reference / case number: [CASE NUMBER]

REQUESTING OFFICER
Name and title:        [OFFICER NAME], [TITLE]
Department / agency:   [DEPARTMENT], [AGENCY]
Street address:        [AGENCY STREET ADDRESS]
Telephone / fax:       [24-HOUR TELEPHONE] / [FAX]
Official email:        [OFFICIAL GOVERNMENT EMAIL]

DATA SUBJECT
Legal name / aliases / Airbnb profile name: [NAMES]
Date of birth:         [DOB, IF KNOWN]
Emails / phones:       [EMAILS] / [PHONES]
Addresses:             [ADDRESSES]
Listing address or reservation code: [ADDRESS / CODE]

1. NATURE OF THE EMERGENCY
   [Specific facts showing an imminent risk of death or serious
   physical injury to [PERSON AT RISK], and why an immediate
   response is needed to prevent the harm.]

2. WHY I AM REQUESTING THIS INFORMATION AND ITS CONNECTION TO AIRBNB
   [For example: the person at risk is booked at, or is the host of,
   the property identified above.]

3. HOW THE INFORMATION PERTAINS TO THE INVESTIGATION
   [Link between the requested records and locating or protecting
   the person at risk.]

4. WHY THE INFORMATION IS URGENT AND CANNOT BE OBTAINED THROUGH A
   STANDARD LAW ENFORCEMENT REQUEST
   [Facts on timing, e.g. harm expected within [HOURS].]

INFORMATION REQUESTED (narrow, tied to the emergency)
   [e.g. reservation details, listing address, contact details, and
   messages relating to the emergency, for [DATE RANGE].]

I certify that the above is accurate and that I am making this request
because I believe an emergency involving danger of death or serious
physical injury requires disclosure without delay.

[OFFICER NAME]

Common mistakes Airbnb's guidance points to

• Sending civil or administrative requests. Airbnb says requests from city or county attorneys, code enforcement agencies and other bodies conducting civil investigations are not accepted through the Portal.
• Emailing instead of using the Portal. Airbnb says officials who skip the Portal should expect longer response times, and it only answers emails from official government law enforcement domains.
• Using the attorney general mailbox. Airbnb lists a separate email for US state or federal regulators on consumer matters and states that emergency, law enforcement or data requests should not be sent there; messages from non-government domains are deleted.
• Asking for everything. Airbnb says it cannot accept broad requests: name the specific information, within a relevant and reasonable timeframe, and explain how it relates to Airbnb.
• Expecting ongoing capture. A preservation is a snapshot at receipt, so follow it quickly with legal process.
• An emergency request that does not explain why normal process will not do. Airbnb lists that as one of four required answers.

Related

• Airbnb in the police data-request directory
• Investigator handbook: United States
• Overview of platform law enforcement request guides

Sources

• Airbnb: Guidelines for United States Law Enforcement
• Airbnb: Guidelines for International Law Enforcement
• 18 U.S.C. section 2703, U.S. Code 2024 edition (govinfo.gov)
• 18 U.S.C. section 2702, U.S. Code 2024 edition (govinfo.gov)

This guide is information, not legal advice; Airbnb can change its guidelines at any time, and Airbnb itself says to review the page each time you submit a request. The statute wording quoted here was checked against the U.S. Code on uscode.house.gov, current through Public Law 119-124 (15 October 2026): sections 2702 and 2703 were last amended in 2018. For more platforms see the police data-request directory, and for victims in any country see the country-by-country cybercrime help hub.