Airbnb is a great platform allowing homeowners to rent out their residence to travelers. While typically a more affordable option than hotels, this process can come with some hiccups. Airbnb hosts aren't hotels, and things can go wrong with your experience. Or, you may wish to cancel your Airbnb before your trip. Keep reading to find out how you can try to get a refund for an Airbnb either before your stay, during your stay, or after your stay.
Go to www.airbnb.com
Select 'Log In' in the top right corner of the screen.
In the top right corner select 'Trips.'
You will see a list of all your upcoming bookings. Select the trip you wish to cancel.
Scroll to the bottom of the reservation and read the cancellation policy. This will detail the timeline of when you're able to cancel and how much of a refund you'll receive. If you're okay with the cancellation policy, scroll back to the top and select 'Change or cancel.'
Follow the prompted steps to cancel your reservation.
You will receive a confirmation email that your reservation has been canceled.
If you are canceling for special circumstances, and the cancellation policy on your reservation won't allow you to cancel for a full refund, you can reach out to Airbnb directly. Airbnb will typically issue a refund for circumstances beyond your control such as airport closures, security advisories, death, serious illness, pandemic, changes to visa requirements, natural disasters, and government-mandated obligations. Call the Airbnb Customer Service team via phone.
Additionally, if the cancellation policy will only give you a partial refund, you can always try contacting the Airbnb Customer Service team for a larger or full refund.
If you're experiencing serious issues with your Airbnb during your stay, Airbnb requires you try to resolve the problem with the host first.
Log into your Airbnb account, find the host for your current stay, and contact the host. An Airbnb Customer Service representative will need to see this proof that you tried to reach out to the host first.
You have 24 hours from the check-in time to highlight an issue with the host. If they don't resolve your issue or let 24 hours pass, continue with the below steps.
Take pictures and document your experience. If you're requesting a refund due to cleanliness issues or because of a misrepresentation of the property. Airbnb will likely require photographic proof of your claims.
After the 24 hours has passed without a response from the host, or if you received an unsatisfactory response, call the Airbnb Customer Service team via phone. The support line is available 24/7 and the rep will either help you find another Airbnb to stay in or will issue a full refund. Acceptable reasons Airbnb will move or refund you include:
The unit was misrepresented in the listing
The unit is unsafe
There is an animal in the unit that wasn't disclosed
The host hasn't provided your reasonable access to the booked location
The unit hasn't been cleaned from a previous guest or tenant
You have the ability to request a refund from the Airbnb host for up to 60 days after your stay. Go to https://www.airbnb.com/resolutions
Select 'Request money.'
If you're not already logged into your account, you'll be prompted to do so.
Select the reservation you wish to receive a refund for.
Enter your refund request. Enter the amount of refund you're looking to receive and the reason you're requesting the refund.
Follow the prompted steps to complete the request. Your host will either refund your request or will communicate with you about the request. They may ask you for more details about your complaint. Make sure to keep working with the host to come to a resolution. After 72 hours, if the issue isn't resolved, Airbnb will provide you and the host with mediation tools to help you resolve the request.
If you believe that you required more assistance from the Airbnb Customer Support team, you can reach out to them via phone. Note that since you did not involve Airbnb Customer Support during your stay, they may not step in to overrule the host's decision.
After thousands of AirBnB customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together Can I get a refund from Airbnb? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting AirBnB if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
GetHuman has been working for over 10 years on sourcing information about big organizations like AirBnB in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our Can I get a refund from Airbnb? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.
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