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?

TL;DR: How to Get a Refund on Airbnb

1. Airbnb refunds apply if your stay is unsafe, unclean, or doesn’t match the listing.

2. Submit your refund request within 72 hours of noticing the problem.

3. Document everything with photos, videos, and screenshots of messages.

4. Contact the host first to try resolving the issue directly.

5. If the host doesn’t help, escalate through Airbnb’s Resolution Center.

6. Understand the cancellation policy for your booking: Flexible, Moderate, or Strict.

7. Always check the host’s responsiveness and listing accuracy; Kyle Johnson, co-founder of Homevy, recommends trusting your instincts to avoid surprises.

8. Be proactive and communicate clearly with proof of the issue to increase your chances of a smooth Airbnb refund.

Airbnb Refund Policy: How Does It Work?

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 with 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 to 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 Do You Get a Refund on Airbnb (5-Step Guide)

Taking it from us at Homevy, the best short-term rental management company in Dubai, nominated by the World Travel Awards, we’ve seen firsthand the common issues that can lead to Airbnb refund requests. Having managed over 50 high-quality properties across Dubai, we can share expert tips to help guests avoid problems and improve their chances of a smooth resolution.

Here’s a step-by-step guide on how to get your Airbnb refund the right way.

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 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 usually 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 Your Airbnb Refund Is Denied?

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.  

What Are the Common Mistakes to Avoid Needing an Airbnb Refund?

Photo by: Kaboompics.com

We sat down with Kyle Johnson, co-founder of Homevy, to get insider advice on what guests often get wrong when booking Airbnb stays and how to avoid costly mistakes that could lead to asking for refunds on Airbnb.

First and foremost, Kyle says guests need to read the listing carefully. “Guests often assume amenities like Wi-Fi, parking, or a fully equipped kitchen are included,” he explained. “But that is not always the case. If you are unsure about something, just ask the host.”

Checking recent reviews is another crucial step. “Focus on comments from the last six months, especially about cleanliness, host responsiveness, and whether the property matches the photos. If the same issues keep coming up, take it seriously. It is a red flag,” Kyle advised.

Cancellation policies can also catch guests off guard. “Flexible listings are forgiving, but Strict ones can really hurt if your plans change. Always read the policy before booking and know exactly what you are committing to,” he also added.

Communication is key, Kyle stresses. He recommends reaching out before booking with practical questions about Wi-Fi, kitchen appliances, parking, or anything else that matters to your stay. “Pay attention to how the host responds. Slow or vague replies usually hint at what kind of support you will get if problems arise,” he noted.

Airbnb photos deserve close attention, too. “Look carefully at what is there and what is missing,” Kyle said. “No photos of the bathroom or kitchen? Ask for more before booking. It is better to be proactive than surprised.”

Even after booking, there are steps guests should take. Confirming arrival instructions, parking, or any special requests gives both you and the host time to address small issues before they become big ones. At Homevy, Kyle shared, “We always make sure our guests have clear check-in instructions and guest support ready. This helps prevent most problems before they start.”

His final piece of advice is to trust your instincts. “If something feels off, maybe the host is unresponsive or a detail in the listing seems odd, listen to that gut feeling. Being proactive and clear about your expectations will save you a lot of headaches later,” Kyle concluded.

FAQs on Airbnb Refunds 

1.  Can a Guest Cancel an Airbnb Reservation?

Yes, guests can cancel a reservation, and refunds depend on the host’s cancellation policy. Valid reasons include personal emergencies, travel restrictions, issues with the property like uncleanliness or safety hazards, or if the listing doesn’t match the description.

3. How Do I Get My Money From Airbnb?

If you qualify for a refund, Airbnb sends the money back to your original payment method. If there’s a problem, reach out to customer support and request a review to make sure your refund goes through.

4. Can an Airbnb Host Give You a Refund?

Yes. Airbnb hosts can issue refunds voluntarily or through the Resolution Center, even if the situation falls outside the standard cancellation policy. They may provide full or partial refunds for issues like cleanliness problems or misrepresentation. If a host refuses, guests can escalate the matter through Airbnb Support.

5. What Is Homevy’s Cancellation Policy?

Homevy’s cancellation policy depends on the property and booking details. To receive a full refund, guests must cancel at least 30 days before check-in. Cancellations made between 7 and 30 days before check-in receive 50% of the booking value. Cancelling less than 7 days before check-in means paying 100% of the booking. Guests also receive a full refund if Homevy cancels within 48 hours of booking, provided the cancellation occurs at least 14 days before check-in.

6. What Are the Red Flags for Airbnb Guests?

Guests should watch out for slow replies, incomplete listing photos, negative guest reviews, strict cancellation policies, or unclear check-in instructions. Kyle Johnson, co-founder of Homevy, advises: “Pay attention to how the host communicates, what they show in the listing, and what previous guests say. Trust your instincts; if something feels off, it probably is.”

Follow These Tips to Claim Your Airbnb 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: Reach out to Airbnb Support if the host doesn’t fix the issue.
• Step 5: Wait for Airbnb’s response and consider alternative solutions if needed.

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