After your trip: Handling disagreements (2024)

FAQs

How does Airbnb resolve disputes? ›

If a Host and guest can't reach an agreement

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.

Once a chargeback has been filed, it can take up to 90 days for the bank to resolve it. You can check the status of this process, or cancel it, by working with your bank.

Is there a way to access the resolution center from the app? Click on the guest page, the reservation detail sections of “ send or request money”. The resolution centre page will pop up in the Airbnb App.

You can use our Resolution Center within 60 days of your reservation's checkout date to request or send money for things related to your Airbnb trip. It helps to have any photos or other relevant evidence ready when you submit a Resolution Center request.

If a Host cancels a reservation prior to check-in, their guest will automatically receive a full refund. If a Host cancels a reservation within 30 days prior to check-in we'll also help the guest find a similar place, depending on availability at comparable pricing.

You may be asked to pay

You'll never be charged without advance notice or a chance to appeal before and after you've been charged. You'll have 60 days to appeal after you've been charged. Dealing with damage is never fun, but this process is designed to be as fair as possible.

If the neighbor reports your Airbnb listing, Airbnb will then evaluate the situation and contact the host of the listing. Apart from that, Airbnb will conduct a follow-up investigation and if required, communicate back to the neighbor.

If the dispute escalates, Airbnb's Resolution Center can be used to mediate. Here, both parties can present their evidence, and Airbnb will make a decision based on the policies and information provided.

Start a request within 72 hours

If you still need to cancel your reservation during your stay, we can help you start a request to resolve the issue with your Host. When you do this, you can choose to ask your Host to fix the problem, request a partial refund, or request to cancel your reservation for a full refund.

Need to request a refund before or after a trip or Experience? First, discuss the amount with your Host in the message thread, and if they agree, go to the Resolution Center to request money.

What is the phone number for Airbnb conflict resolution? ›

Contact Airbnb Customer Service

Need a little more help or have a complaint? Contact us by email, chat, or phone at 1-844-234-2500.

Appealing the decision

Hosts may appeal decisions by contacting customer support. In reviewing appeals, we will consider any additional details the Host provides, such as new or corrected information, violations of our Reviews Policy, or other relevant circ*mstances related to the violation(s).

The way Airbnb disputes work is either party can create a claim with the Airbnb Resolution Center. The other party must respond within 3 days, otherwise the claim is processed as reported. The host has 60 days to make a claim on a deposit, but the earlier this is done, the better chance the host has of winning.

...then it should take 5-7 business days from the date it was resolved. However, in larger cases that require receipts, pictures and documentation for damages or repairs, this could take over a month depending on how urgent the case is.

You can submit a complaint via our webform. Once your complaint has been submitted: You'll receive an automated acknowledgement of your email when we receive your complaint. An Airbnb case handler will be assigned to your complaint and will aim to make initial contact with you within 96 hours.

The home rental company Airbnb does not cover lawsuits from hosts or guests. Hosts and guests should be aware they are responsible for any potential legal issues that occur as a result of their actions while using Airbnb's platform.

Your arbitration fees and your share of arbitrator compensation shall be governed by the AAA Rules and, where appropriate, limited by the AAA Consumer Rules. If such costs are determined by the arbitrator to be excessive, Airbnb will pay such excess arbitration fees and expenses.