Need to send or request money for things related to your home stay, service, or experience? No problem! Go to the Resolution Centre to open a refund or payment request.
You may need to add a payment method before sending or requesting money through the Resolution Centre.
You have up to 60 days after your reservation’s checkout date or the end of the service or experience to submit a Resolution Centre request.
Refunds
Optional fees
For example:
Security deposits
Reservation alteration
You can’t use the Resolution Centre to collect payment for additional costs or provide refunds for modifications to nights, guest count, or pet count. You must use Change reservation for reservation alterations.
Mandatory fees and security deposits
All mandatory fees must be disclosed in the appropriate fee field or in the nightly price if there’s no applicable fee field. Including these fees in the listing description at the time of booking is insufficient. Limited exceptions exist:
In locations where Airbnb doesn’t collect taxes or where hosts are legally required to collect them directly from guests, hosts must disclose taxes in the listing description.
Hotel stays
The Resolution Centre may not be available for use with some hotel stays. Hotels may also collect payment off the Airbnb platform for optional fees (e.g. parking) where it's in the course of normal business practices.
If a host or guest requests money for extra services or a refund, you’ll find their request in your email associated with your Airbnb account or in the Resolution Centre.
Every now and then, hosts and guests aren’t able to make it work. If you haven’t come to an agreement, there's an option to ask Airbnb to help you mediate.
Issues must be reported to Airbnb within 72 hours of discovery to be eligible under our rebooking and refund policy for homes or our refund policy for services and experiences. From there, a dedicated team member will review the info provided by everyone and ask questions (if necessary) before making a final decision.
Note: For mediation requests, you only have 1 hour to respond.
Sometimes accidents happen, which is why there’s AirCover for Hosts.
AirCover for Hosts is top-to-bottom protection for hosts. It includes $3 million USD in Host damage protection, in addition to $1 million USD liability insurance, guest identity verification, reservation screening, and a 24-Hour Safety Line. It’s always included and always free whenever you host.
If a guest causes damage to your place or belongings during an Airbnb stay, you can file a reimbursement request through our Resolution Centre. You’re reimbursed for certain damage caused by guests to your home and belongings if the guest doesn’t pay for the damage. Learn about the process.
Host damage protection isn’t an insurance policy. Host damage protection and Experiences & Services liability insurance don’t cover hosts who offer stays through Airbnb Travel, LLC or hosts who offer Stays or Experiences in Japan—where Japan Host Insurance and Japan Experience Protection Insurance apply. For listings in Washington state, Airbnb’s contractual obligations under Host damage protection are covered by an insurance policy purchased by Airbnb. For hosts whose country of residence or establishment is outside of Australia, these Host Damage Protection Terms apply. For hosts whose country of residence or establishment is within Australia, Host damage protection is subject to the Host Damage Protection Terms for Australian Users. Keep in mind that all coverage limits are shown in USD.
Host liability insurance and Experiences & Services liability insurance are underwritten by third-party insurers. If you’re hosting in the UK, the Host liability insurance policy and Experiences & Services liability insurance policy are underwritten by Zurich Insurance Company Ltd and are arranged and concluded at no additional cost for UK hosts by Airbnb UK Services Limited—an appointed representative of Aon UK Limited, authorized and regulated by the Financial Conduct Authority. Aon’s FCA register number is 310451. You can check this on the Financial Services Register by visiting the FCA’s website or contacting the FCA at 0800 111 6768. The Host liability and Experiences & Services liability policies within AirCover for Hosts are regulated by the Financial Conduct Authority; the remaining products and services are not regulated products arranged by Airbnb UK Services Limited. FP.AFF.476.LC.
If you’re hosting in the European Economic Area (EEA), the Host liability insurance policy and Experiences & Services liability insurance policy are underwritten by Zurich Insurance Europe AG, branch in Spain, and are arranged and concluded in Spain at no additional cost for hosts in the EEA by Airbnb Spain Insurance Agency SLU (ASIASL), a non-tied insurance agency supervised by the Directorate General for Insurance Pension and Funds (DGSFP) and registered in Spain with number AJ0364 in the Registry of the Insurance Distributors of the DGSFP. You can verify this registration by visiting the DGSFP Insurance Distributors Register and you can access full details of ASIASL here.