When Airbnb Will Issue a Refund

Airbnb issues refunds in specific situations: if you cancel before the host's cancellation important date, if the host cancels on you, if the listing becomes unavailable, or if there is a serious problem with the property that the host cannot fix. The amount you get back depends on which cancellation policy the host set when they listed the place — some refund everything except the service fee, others refund nothing if you cancel within a certain window, and some fall in between.

If something goes wrong after you arrive — the place is filthy, the wifi does not work, the bed is broken — Airbnb may refund part or all of your payment if you report it quickly and the host will not fix it. This is different from a cancellation refund. You have to document the problem with photos or video and give the host a reasonable chance to resolve it before Airbnb will step in.

Key Takeaways

  • Cancellation refunds depend on the host's policy, which you can see before you book — "Flexible" refunds everything except the service fee if you cancel anytime, while "Strict" refunds nothing if you cancel within 30 days of check-in.
  • If the host cancels on you, Airbnb refunds your full payment plus gives you a credit toward a future booking.
  • If the property has a serious problem when you arrive, take photos or video when ready and message the host through Airbnb's app to give them a chance to fix it before requesting a refund.
  • Refunds to your original payment method take 5 to 10 business days after Airbnb approves them, though the exact timing depends on your bank.

How to Cancel and Get a Refund Based on the Host's Policy

Open the Airbnb app or website, go to "Trips," and find the reservation you want to cancel. Click "Cancel reservation" and Airbnb will show you exactly how much you will get back based on that host's cancellation policy. The policy name appears on the listing page before you book — look for "Flexible," "Moderate," "Strict," or "Super Strict." Flexible policies refund everything except Airbnb's service fee no matter when you cancel. Moderate policies refund the full amount if you cancel more than 5 days before check-in, but nothing if you cancel closer than that. Strict policies refund nothing if you cancel within 30 days of check-in. Super Strict refunds nothing within 60 days.

Once you confirm the cancellation, Airbnb processes the refund automatically. You do not need to contact the host or Airbnb support unless something goes wrong. The refund goes back to the payment method you used to book — a credit card, debit card, or PayPal account. If you paid with a gift card or Airbnb credit, the refund returns as credit in your Airbnb account instead of cash.

What to Do If the Host Cancels on You

If the host cancels your reservation, Airbnb automatically refunds your full payment plus gives you a credit equal to the nightly rate for one night, which you can use toward any future booking. You do not have to request this — it happens automatically. The refund goes back to your original payment method within 5 to 10 business days.

If the host cancels very close to your check-in date and you have already made travel plans, you can contact Airbnb support to ask for additional compensation. Airbnb does not may provide extra money, but they may offer it if the cancellation was last-minute and caused you real expense. Have your booking confirmation and any receipts for flights or other bookings ready when you contact them.

Reporting a Problem with the Property and Requesting a Refund

If you arrive and the place is not as described — it is dirty, something is broken, a promised amenity is missing, or it is unsafe — message the host when ready through the Airbnb app. Do not call or text outside the app; Airbnb needs a record of the conversation. Describe the problem clearly and ask the host to fix it. Take photos or video of the issue so you have proof.

Give the host a reasonable time to respond and fix the problem — usually a few hours for something urgent like no heat or water, or until the next morning for cleanliness issues. If the host does not respond or refuses to fix it, or if the problem is serious enough that you cannot stay safely, contact Airbnb support through the app. Go to "Help," then "Contact us," and describe what is wrong. Include your photos or video. Airbnb will review the case and may refund you a portion of your stay or the full amount, depending on how serious the problem is and how quickly you reported it.

The longer you wait to report a problem, the harder it is to get a refund. If you discover the issue on day three of a five-night stay and say nothing until checkout, Airbnb will assume you accepted the property as it was. Report problems on the day you find them.

How Long Refunds Take

Once Airbnb approves your refund, it takes 5 to 10 business days to reach your bank account or credit card. Weekends and holidays do not count as business days. If you paid with PayPal, the refund may arrive faster — sometimes within 2 to 3 business days. If you paid with a debit card, it may take longer than a credit card because banks process debit transactions differently.

If your refund does not arrive after 10 business days, contact your bank first to make sure it was not held up on their end. Then contact Airbnb support with your booking confirmation number and ask them to check the status. Airbnb can see when they sent the refund and can help you track it down if it got stuck.

Disputing a Refund Decision with Airbnb

If Airbnb denies your refund request or offers less than you think you deserve, you can appeal. Go to the case in the Airbnb app under "Help," find the decision, and click "Provide additional information." Explain why you think the decision was wrong — for example, if you reported a problem when ready with photos but Airbnb said you waited too long, show them the timestamp of your message. If the host's description was misleading, include screenshots of what the listing said versus what you found.

Airbnb will review your appeal and either uphold the original decision, increase the refund, or reverse it entirely. This process usually takes a few days to a week. If you still disagree after the appeal, you can escalate to Airbnb's resolution team, though Airbnb's final decision is binding unless you pursue a chargeback through your credit card company or bank.

Using a Chargeback as a Last Resort

If Airbnb refuses to refund you and you believe you are owed money, you can contact your credit card company or bank and request a chargeback. This tells your bank to reverse the charge and investigate whether Airbnb's decision was fair. You will need to explain the situation and provide evidence — your booking confirmation, messages with the host, photos of the problem, and Airbnb's denial of your refund request.

Chargebacks take 30 to 90 days to resolve. Your bank may refund you temporarily while they investigate, or they may wait until the investigation is complete. Be aware that if you file a chargeback, Airbnb may suspend or ban your account. Use this option only after Airbnb has made a final decision and you have exhausted their appeal process.

Frequently Asked Questions

Can I get a refund if I just changed my mind about the trip?

Only if the host's cancellation policy allows it. Check the policy name on the listing before you book. If it says "Flexible," you can cancel anytime and get a full refund minus the service fee. If it says "Strict" or "Super Strict," you may get nothing back depending on how close you are to check-in. Once you book, you are locked into that policy.

What if the listing photos were misleading or the description was wrong?

Contact Airbnb support and describe how the property differs from what was advertised. Include photos you took when you arrived. If the difference is significant — for example, the listing showed a private kitchen but you have a hot plate in a bedroom — Airbnb may refund you even if the host's cancellation policy normally would not. The stronger your evidence, the better your chances.

Do I have to stay in the property to request a refund for a problem?

No. If the problem is serious enough that you cannot stay safely or comfortably, you can leave and request a refund for the unused nights. Report the problem to Airbnb when ready with photos, explain why you had to leave, and ask for a refund. Airbnb will review the case and decide how much to refund based on the severity of the issue.

What counts as a serious problem that Airbnb will refund?

Safety issues (no heat, no water, broken locks), cleanliness (mold, bedbugs, excessive dirt), and missing major amenities (no bed, no bathroom, no kitchen when promised) usually may have access to. Minor issues like a broken lamp or slow wifi are harder to get refunded for unless they make the place unusable. The more you can document with photos or video, the stronger your case.

Can I get a refund if I booked through a third-party website instead of Airbnb directly?

No. If you booked through Expedia, Booking.com, or another site that lists Airbnb properties, you must request the refund from that website, not from Airbnb. Those sites have their own refund policies, which may be different from Airbnb's. Check the confirmation email from the booking site to see which refund policy applies.