If you have a problem or issue during your stay (2024)

FAQs

What to do if you are unhappy with Airbnb? ›

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.

First, contact your host right away and let them know the situation. Take pictures and describe the problem in your message through the Airbnb app or website. Also, define how you'd like to resolve the situation — partial refund, refund of cleaning fee, or cancellation.

If we agree that you experienced a reasonable travel issue, Airbnb may be able provide a refund.

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.

If we determine that a Reservation Issue has disrupted a guest's stay we'll give the guest a full or partial refund, or help the guest find a similar place, depending on availability at comparable pricing.

Message your Host: Your Host is your best point of contact to reach out to if anything comes up during your stay. It's likely that they'll be able to help you fix the issue. You can message your Host directly to let them know what's going on.

If your Host is unable to resolve the issue, doesn't respond at all, or declines your refund request, just let us know, click or tap Get Help from the reservation page. Someone from our team will step in to help resolve the issue.

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.

How cleanliness issues are fixed. Your Host may be able to quickly fix the issue, or they may be willing to give you a partial refund to make up for the inconvenience. If your Host can't resolve the cleanliness issue, let Airbnb know within 72 hours of discovering the issue.

Airbnb has had to respond to a variety of lawsuits over the years. Many of these lawsuits involve premises liability, discrimination, and breach of contract allegations.

How do I formally complain about Airbnb? ›

Contact Airbnb Customer Service

Contact us by email, chat or phone on +44 203 318 1111.

Hosts should explain any additional charges transparently and provide evidence if necessary. 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.

Contact Airbnb Customer Service

Contact us by email, chat or phone on +44 203 318 1111.

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.

It's pretty easy—just go to Trips to submit a change request. But before you cancel, be sure to read the cancellation policy for your stay to find out if you get a refund (and how much). If you've booked a place where there's a more strict cancellation policy, you could also consider changing your dates instead.