Suggestions will show after typing in the search input. Use the up and down arrows to review. Use enter to select. If the selection is a phrase, that phrase will be submitted to search. If the suggestion is a link, the browser will navigate to that page.
How-to

How the Resolution Centre helps you

Sending requests

Need to send or request money for things related to your Airbnb trip or Airbnb Experience? No problem! Go to the Resolution Centre to open a refund or payment request.

You have up to 60 days after your reservation’s checkout date to submit a Resolution Centre request.

One thing to note: You may need to add a payment method before sending or requesting money through the Resolution Centre.

Finding requests

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, in the Resolution Centre, or in the Help Centre in the Airbnb app, desktop, and mobile web.

Help for hotel stays

The Resolution Centre may not be available for use with some hotel stays. In those cases, you will need to resolve issues directly with the hotel.

Need more help?

Every now and then, Hosts and guests aren’t able to make it work. If you haven’t come to an agreement, you’ll see the 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.

From there, a dedicated team member will review the info provided by everyone and ask questions (if necessary) before making a final decision.

Getting reimbursed for damage

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 does not pay for the damage. Learn about the process.

Find tips on how to navigate hosting challenges and plan for the unexpected in the Resource Centre.

Host damage protection isn’t an insurance policy. Host damage protection and Experiences 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 Hosts who offered stays or Experiences in mainland China, the China Host Protection Plan applies. 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 Experience liability insurance are underwritten by third-party insurers. If you’re hosting in the UK, the Host liability insurance policy and Experience 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 Experience 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

For listings in Washington state, Airbnb’s contractual obligations under Host damage protection are covered by an insurance policy purchased by Airbnb. Host damage protection isn’t related to Host liability insurance. Host damage protection is subject to these terms, conditions, and limitations except for Hosts whose country of residence or establishment is within Australia. For such Hosts, Host damage protection is subject to these terms, conditions, and limitations.

Did this article help?

Related articles

  • Guest

    If a Host asks for more money

    All pricing information is included when you book a reservation using Airbnb. There are a few exceptions.
  • Help with post-trip issues

    Your trip is over, but there are a few things to wrap up (maybe you left something at the place, or your Host charged you for something extr…
  • Guest

    After your trip: Handling disagreements

    If your disagreement is money-related, you can use our Resolution Centre to request or send money for things related to your Airbnb trip.
Get help with your reservations, account, and more.
Log in or sign up