This wikiHow teaches you how to request a refund for a property booking on Airbnb before, during, and after your stay.
Step
Method 1 of 3: Requesting Refund Before Stay
Step 1. Review the property cancellation policy of the host or hosts
If you need to cancel a booking that has been accepted, the amount refunded will depend on the refund policy of the host or property owner. Scroll to the " Cancellations " section of the property page to find out how much refund you can get.
If you need to cancel a booking due to circumstances beyond your control or control (e.g. serious illness, airport/area closure, security report, death, pandemic, government liability, change in visa requirements, or natural disaster), contact Airbnb directly to request a refund. Call Airbnb at +1-855-424-7262 (if you're in the United States) or +1-415-800-5959 (international)
Step 2. Click or tap Trips
It's at the top of the Airbnb website, and at the bottom of the mobile app window.
Step 3. Select the booking you want to cancel
Step 4. Scroll to the screen and select Cancel Reservation
This option is at the bottom of the order details.
Step 5. Follow the on-screen instructions to submit a cancellation request
Once the cancellation is complete, Airbnb will immediately refund the amount specified in the property owner's cancellation policy.
Refunds may take up to 7 days to be received in the bank account
Step 6. Request a larger refund through the resolution center (optional)
If you need to cancel a reservation because of a problem with the property owner and want a larger refund, make a request through the Airbnb resolution center.
- Visit https://www.airbnb.com/resolutions via a web browser.
- Sign in to your account if prompted.
- Click or tap " Request money ”.
- Follow the on-screen instructions to request a refund.
- If after 72 hours you and the property owner don't reach an agreement, you'll have the option of mediation from Airbnb to complete the process.
Method 2 of 3: Requesting a Refund On Stay
Step 1. Contact the property owner through the Airbnb app
Airbnb services require you to try to resolve the issue with your existing reservation with the property owner first before requesting a refund. Since Airbnb's customer support team needs to see evidence that you've contacted the property owner, use the Airbnb app or website when communicating.
- If you notice a problem with your reservation when you arrive at the property, you have 24 hours from check-in to request a refund from Airbnb. Make sure you contact the owner immediately when you see a problem so you don't miss the reporting deadline.
- If the owner doesn't respond well to the complaint (or not at all), keep reading this method.
Step 2. Take photos to document the problem
If you're experiencing cleanliness issues or the property doesn't look right, Airbnb will ask for photos as proof. If it's safe to do so, take clear photos of any complaints or issues to have them ready to ship when needed.
Step 3. Call customer support at +1-855-424-7262 (if you are in the United States) or +1-415-800-5959 (international)
This service can be accessed by telephone 24 hours a day. An Airbnb support representative will give you a refund (or try to find another place) if you experience any of these issues:
- The property owner does not provide “reasonable” access to the leased property.
- The property or unit does not match the image on the property page.
- The property has not been cleaned since it was used by previous guests or tenants.
- There are animals on the property (not mentioned on the property page).
- The property or unit is not secure.
Method 3 of 3: Requesting Refund After Stay
Step 1. Visit https://www.airbnb.com/resolutions via a web browser
You can request a partial refund from the property owner up to 60 days after the check-out or check-out date.
If you're not signed in to your Airbnb account yet, follow the on-screen instructions to sign in when prompted
Step 2. Click Request money
Step 3. Select a reservation
If you've booked more than one visit from a specific property owner, select the appropriate host and reservation date.
Step 4. Select the reason for requesting a refund
You can explain why on the next page.
Step 5. Submit a refund request
State the amount requested and the reason for the application.
Step 6. Follow the on-screen instructions to process the application
The property owner will receive a refund request notification. If he doesn't want to refund, he can let you know or ask for additional details. Continue to follow the procedure with the property owner until the issue is resolved.
