How to Get Refunds on Airbnb: A Step-by-Step Guide

Trying to get refunds on Airbnb is a common frustration many guests experience.

Imagine booking a charming beachside cottage, only to arrive – and discover the property is nothing like the photos.

Sucks.

Getting through the Airbnb refund process can be overwhelming, with endless back-and-forth messages or confusing details. That’s why we’ve created this blog: to help you secure your money on Airbnb – without the stress.

In this blog, you’ll learn how to request a refund on Airbnb, what to do if your request is denied, and tips to avoid future booking issues.

Shall we?

Refunds on Airbnb: Key Policies You Should Know

Airbnb has clear policies regarding refunds for both guests and hosts.

Image from Airbnb’s website

As a guest, it’s important to ask, ‘Am I entitled to a refund?’ and if yes, ‘Does my request align with Airbnb’s refund policy? 

These questions are valid because – understanding the Airbnb guest refund policy – will help you get through the entire refund process.

Let’s break these policies down in detail:

1. Airbnb Guest Refund Policy

The Guest Refund Policy is Airbnb’s way of ensuring guests are protected when their stay doesn’t meet expectations. This policy applies to situations where there’s:

• Incorrect listing description: If the listing significantly differs from what was advertised, you may be eligible for a refund. For instance, if you book a place with a “private pool” and later find out it’s “shared,” you’re eligible for a refund.
• Lack of cleanliness: If the place is unclean, you have the right to request a refund. After all, no one wants to stay in an apartment with trash everywhere.
• Safety and security issues: A broken lock or gas leak is a deal-breaker refund opportunity.
• Unavailable amenities: If the listing promises certain amenities but they are not available, that’s a problem, and you can ask for a refund.
• Unresolved issues: If you communicate to the host and they don’t resolve the issues you’ve reported, you’re eligible for a refund.
• Major disruptive events: If a major event like a natural disaster (earthquakes, violent storms, etc) or a government-issued evacuation order affects your stay, you are “refund-protected.”
  

Now, before requesting a refund on Airbnb, try to resolve the issue directly with your host – using Airbnb’s messaging platform. If that doesn’t work, you have up to 72 hours from the time you discover the problem – to request a refund under Airbnb’s Guest Refund Policy.

2. Airbnb’s Cancellation Policies

Understanding Airbnb’s cancellation policies can save you time and frustration when requesting a refund. However, it’s best to read cancellation policies – before booking, so you avoid surprises later. Now, these policies vary depending on your booking type and the host’s chosen rules. Here’s a breakdown:

A. Shorter Stays (27 Nights or Less)

• Flexible: If you cancel at least 24 hours before your scheduled check-in, you’ll receive a full refund for your booking. However, if you cancel less than 24 hours before check-in, you’ll be charged for the first night of your stay, as well as an additional night. 
• Moderate: To get a full refund, make sure to cancel at least 5 days before your planned check-in. If you cancel after that, you’ll be charged for each night you stay, and one extra night plus 50% of the cost for the unspent nights.
• Firm: If you cancel at least thirty days before check-in, you will receive a complete refund. You will be charged 50% if you cancel between 7 and 30 days before check-in. If you cancel in less than 7 days, you will not get a refund. 
• Strict: To qualify for a refund under Strict conditions, cancellations must be made at least 28 days before check-in and within 48 hours of booking.
• Super Strict 30/60 Days: With Super Strict policies, refunds are capped at 50% if you cancel 30 to 60 days before arrival.

B. Longer Stays (28 Nights or More)

As a host, if you want to secure your Airbnb, check out the most important policies for vacation rentals. Knowing these can help you set realistic expectations for guests and better handle refund requests.

Cancellation terms for long-term stays are often categorized into two – firm and strict:

• Firm: For a complete refund, cancel up to 30 days right before arrival. If you cancel after check-in, you will be charged for all the nights you have pending, plus an additional 30 nights. 
• Strict: To qualify for a refund, you must cancel at least 28 days before check-in and within 48 hours of booking. If you cancel after that, you’ll be charged for all nights booked, plus an additional 30 nights.

To simplify things further, refer to this comparison table below of Airbnb’s cancellation policies to understand how they impact your refund eligibility.

3. Host Protection Policies (For Guest Awareness)

As a guest, it’s important to know that – hosts also have protections against fraud and property damage. While this section primarily concerns hosts, here’s what you should keep in mind:

• AirCover for Hosts: Airbnb offers up to $3 million in property damage protection for hosts, meaning they are covered for certain guest-related damages.
• Host Liability Insurance: This coverage helps protect hosts from legal claims related to guest injuries or damages to their property.

How to Get Refunds on Airbnb: A 5-Step Guide

Congratulations if you’ve made it this far in the post. You’re one step closer to getting your money back. Here’s a simple, step-by-step guide on how to effectively request a refund on Airbnb. 

Step 1: Spot the Problem

The first step is to pinpoint the issue that justifies your refund request. 

You might have discovered the property was nothing like the photos – or it was dirty, moldy, or hazardous. Perhaps, maybe you even struggled to access the property due to the host’s unresponsiveness or incorrect check-in details.

Whatever it is, take note and document everything.

1. Take clear photos or videos showing the issue. For example, if the property is dirty, capture images of unclean areas like the bathroom or kitchen.
2. Save Conversations: Screenshot your communication with the host to demonstrate your efforts to resolve the issue.

Step 2: Reach Out to the Host

Reaching out to the host is the next step after figuring out the issue. Many issues can be resolved at this stage, as most hosts prefer to address concerns directly rather than involving Airbnb.

Be polite and direct. Request a specific resolution: Whether it’s a refund, a repair, or a cleaning service, let the host know what you’re looking for.

Photo by Edwin Nava

Here is a template to use: 

Hi [Host’s Name],

I just checked in and noticed a few issues with the property. For example, [describe the problem]. This issue makes the property unsuitable for my stay. I’d like to request for a refund, as this property doesn’t meet my expectations. Thank you for your help.

[Your Name]

Step 3: File a Complaint with Airbnb

If the host is unresponsive or unwilling to resolve the issue, the next step is to directly reach out to Airbnb.

How to File a Refund Request:

• Go to the Airbnb Resolution Center:
• Log in to your Airbnb account
• Navigate to the Resolution Center
• Choose the Reservation
• Select the exact reservation you’re reporting
• Submit Your Request
• Clearly describe the issue and provide all relevant evidence (photos, videos, screenshots of conversations)
• Specify the resolution you’re seeking (e.g., a full refund, partial refund, or assistance from Airbnb)

P.S: Stay true to the facts and communicate with respect. Send any extra information they ask for right away.

Step 4: Follow Up with Airbnb Support

If Airbnb’s initial resolution isn’t satisfactory, you can contact Airbnb Support directly for further mediation. Here’s how to do it;

• Visit the Airbnb Help Center
• Use the Contact Us feature for direct communication
• Link to your case ID in the Resolution Centre to ensure continuity

Step 5: Wait for a Resolution and Prepare for Alternatives

Airbnb typically responds within 72 hours, though it may take longer in some cases. Stay patient while they review your issue.

You might get refunded if  Airbnb agrees with you. If so, the refund will often take 5–15 business days to process. In some situations, Airbnb may offer booking credits instead of a cash refund.

What to Do If Airbnb Denies Your Refund  

If Airbnb denies your refund, try any of these five tips:  

1. 1. Review Airbnb’s Refund Policy: Check if your issue aligns with their policy (e.g., misrepresentation or unsafe conditions) and highlight specific violations in your appeal.  
   2. Provide Evidence: Submit photos, videos, and screenshots of conversations with the host to strengthen your case.
   3. Escalate the Case: Ask Airbnb support to escalate your complaint to a supervisor for further review.  
   4. Use Social Media: Post your issue on X (formerly known as Twitter) or Reddit and tag Airbnb for visibility. Public complaints often get faster responses.  
   5. File a Payment Dispute: As a last resort, contact your bank or payment provider to dispute the charge. Be prepared with documentation.  

How to Prevent the Need for Refunds 

Photo by: Kaboompics.com

Booking a vacation rental should be a stress-free experience, but sometimes things don’t go as planned. While refunds are there as a safety net, avoiding problems in the first place is much better. Here are actionable steps to prevent the need for getting refunds on Airbnb or other vacation rental platforms.

1. Read the Listing Description Thoroughly

Before booking, carefully read the entire listing description. Pay attention to details like:  

• Amenities provided (e.g., Wi-Fi, parking, kitchen appliances)
• House rules (e.g., no pets, no smoking)
• Check-in and check-out times

Most misunderstandings arise because guests assume certain features are included. For example, a guest might expect air conditioning only to find it’s not listed or provided.  And if you’re unsure about anything, message the host directly for clarification.

2. Check Reviews (Especially Recent Ones)

Study comments from the last six months. Focus on guest feedback about cleanliness, host responsiveness, and accuracy of the listing.  If multiple reviews mention poor cleanliness or misleading photos, it’s a red flag. Avoid the listing and keep searching.  

3. Review the Cancellation Policy

Each Airbnb listing has a specific cancellation policy (Flexible, Moderate, or Strict).  Flexible: You have up to 24 hours before check-in to cancel for free. Strict: You risk losing a large percentage of your money if you decide to cancel. Moderate: somewhere in-between flexible and strict. However, booking a “Strict” policy listing and needing to cancel – could mean little to no refund — even if your reason is valid.  

4. Communicate With the Host Before Booking

Before making the booking, send your host a message. Ask questions like: ‘Is the Wi-Fi strong enough for remote work?’ ’Does the kitchen have a microwave?’ etc. Doing this allows you to confirm the property meets your needs, and also assess the host’s responsiveness.  For example, if a host takes days to reply or gives vague answers, it might indicate they’ll be unhelpful during your stay.  

5. Examine Photos Closely 

Photo by cottonbro studio

Check out the listing pictures thoroughly. Focus on:  

• Quality (Are the photos professionally taken, or do they look rushed?)
• What’s missing (e.g., Are there no photos of the bathroom?)  

If something seems off, ask the host to send additional photos.  

6. Confirm Details After Booking

After confirming your reservation, send a message to the host to double-check arrival instructions, parking information, and any special requests (e.g., extra towels). This helps to reduce last-minute surprises and gives the host time to address any overlooked issues before your stay.  

7. Avoid Suspiciously Cheap Listings

If a listing is significantly cheaper than similar ones in the area, proceed with caution. Scammers and inexperienced hosts often lure guests with low prices. If you aren’t careful, you may end up in a poorly maintained property. Always compare at least three similar listings in the area to gauge fair pricing.  

8. Trust Your Instincts

If something feels off about a listing, whether it’s the host’s communication or an odd detail in the description, don’t book it. Your intuition can pick up on red flags that mat not be immediately obvious.  And to prevent refunds in the long run, be proactive, thorough, and clear about your expectations. You’ll avoid problems if you prep carefully.

FAQs on Airbnb Refunds 

1. How Do You Get Airbnb to Give You a Refund?

To get a refund from Airbnb, first try to resolve the issue directly with the host. If that doesn’t work, use Airbnb’s Resolution Center to file a claim with supporting evidence. Be sure to follow the refund policies, as refunds on Airbnb can take anywhere from 5-15 business days.

2. Can a Guest Get a Refund for Last-Minute Cancellations?

Yes, a guest can get a refund for last-minute cancellations, but it depends on the host’s cancellation policy. Some hosts offer flexible policies that allow refunds for last-minute cancellations, while others have stricter policies where no refund is provided. Always check the host’s cancellation policy before booking to know your options.

3. How Do I Get My Money From Airbnb?

If you’re eligible for a refund, Airbnb processes payments back to the original method used for booking. If there’s a dispute or issue, you can request further assistance from Airbnb customer support to ensure the payment is processed correctly. 

Outro: Use These Tips to Claim Your Refund

Getting refunds on Airbnb can be difficult, but with everything we’ve shared, you’re set to handle any issues that arise.

To recap, here are the 5 steps to guide you:

• Step 1:  Spot the Problem and make a record of everything.
• Step 2: Contact the Host and try to resolve the issue amicably.
• Step 3: File a Complaint with Airbnb if the host is unresponsive.
• Step 4: Follow Up with Airbnb Support if your issue isn’t resolved.
• Step 5: Wait for a Resolution and be prepared for alternative solutions.

It might take a little while, but with a little patience and calmness, you’ll get your refund. Goodluck!