Where to file a report about your Airbnb host
You report an Airbnb host through the Resolution Center in your Airbnb account, not through email or phone support. Log into the Airbnb app or website, go to your reservation, and select "Report a problem" or "Get help with this reservation." From there you can describe what happened and upload photos or documents as evidence.
The Resolution Center is designed to handle disputes between guests and hosts before they escalate. Airbnb staff review your report and can mediate, issue refunds, or take action against the host's account depending on what you report. Response times vary, but Airbnb typically acknowledges reports within 24 hours.
If the issue involves safety, criminal activity, or a threat to your physical wellbeing, contact local law enforcement first. Airbnb's process is for disputes about the property, the host's behavior, or house rules — not for crimes in progress.
Key Takeaways
- File reports through the Resolution Center in your Airbnb account under the specific reservation, not through general customer service.
- Document everything with photos, screenshots, and timestamps before you file, because Airbnb uses your evidence to decide whether to refund you or penalize the host.
- Reports about safety threats, discrimination, or criminal activity should go to local police first, then to Airbnb as a secondary step.
- Airbnb can issue refunds, remove listings, or ban hosts from the platform, but the company does not investigate every report the same way.
- If you report after checkout, you have a limited window — typically 14 days — to open a case, so act quickly if something goes wrong.
What types of host behavior you can report
You can report a host for violating house rules, failing to maintain the property as described, discrimination, unsafe conditions, or threatening behavior. Common reports include hosts who show up unannounced, refuse to provide promised amenities, keep security deposits unfairly, or behave aggressively toward guests.
Airbnb also investigates reports of hosts who discriminate based on race, religion, gender, sexual orientation, disability, or family status. If a host cancels your reservation or refuses to host you after seeing your profile photo or learning about a protected characteristic, that is reportable as discrimination.
Property damage caused by the host — broken appliances, mold, pest infestations, or lack of basic cleaning — is also grounds for a report. If the listing showed photos of a clean, functional space but you arrived to find it uninhabitable, document it with photos taken when ready upon arrival and file through the Resolution Center.
How to document problems before you report
Take photos and videos of any damage, cleanliness issues, or safety hazards as soon as you notice them. Photograph the date and time stamp visible on your phone, or take a photo of the reservation confirmation next to the problem area to prove when you discovered it. This creates a clear timeline that Airbnb can verify.
Save all messages between you and the host, including text through the Airbnb app, emails, and any communications about the issue. If the host made promises in messages that they did not keep, those messages are your strongest evidence. Screenshot them before you file your report.
If you reported a problem to the host during your stay and they did not respond or refused to fix it, keep records of those messages too. Airbnb looks at whether the host had a chance to resolve the issue and chose not to — that context strengthens your report.
What happens after you file a report
Airbnb reviews your report and may contact you for more details. They will also contact the host to hear their side. The company then decides whether to refund you, partially refund you, or deny the report. This process usually takes between 5 and 14 days, though complex cases can take longer.
If Airbnb finds the host violated its policies, the host may receive a warning, be required to make repairs, lose the ability to host, or be removed from the platform entirely. You will be notified of the outcome, though Airbnb does not always disclose what action it took against the host.
If you disagree with Airbnb's decision, you can appeal through the Resolution Center. Provide new evidence or explain why you believe the initial decision was wrong. Appeals are reviewed by a different team, but Airbnb does not may provide a different outcome.
Reports about safety and discrimination
If you feel unsafe during your stay — because of the host's behavior, threats, or the property's condition — report it to local police and then file a report with Airbnb. Police reports create an official record that Airbnb takes seriously. Include the police report number in your Airbnb report if you have one.
Discrimination reports are treated as high priority. If a host refused to host you, canceled after accepting your reservation, or treated you differently based on a protected characteristic, Airbnb investigates these claims more thoroughly than standard disputes. Include any messages from the host that show discriminatory intent or language.
Airbnb has a zero-tolerance policy for discrimination and safety violations. Hosts found to have discriminated or threatened guests face account suspension or permanent removal. If you believe you were discriminated against, do not let the host convince you to drop the report in exchange for a refund — report it anyway.
When to contact Airbnb support instead of the Resolution Center
Use the Resolution Center for disputes about a specific reservation — damage, cleanliness, house rules, or host behavior during your stay. Use Airbnb support for account issues, payment problems, or questions about how the platform works.
If you cannot access the Resolution Center for a reservation, or if the issue happened so long ago that the reservation is no longer visible in your account, contact Airbnb support directly through the Help Center. Explain what happened and provide your reservation number. Support can sometimes reopen cases or escalate old reports.
If you are reporting a host's listing for content that violates Airbnb's policies — fake photos, misleading description, or prohibited items — use the "Report this listing" button on the listing page itself rather than the Resolution Center. This flags the listing for policy violations, not guest-host disputes.
What does not result in a refund or host penalty
Airbnb does not refund or penalize hosts for subjective complaints like "the neighborhood was not what I expected" or "the host was unfriendly." The platform focuses on whether the host violated house rules, misrepresented the property, or failed to provide what was promised in the listing.
If you booked a budget listing and expected luxury, or if you did not like the decor, those are not grounds for a report. Airbnb assumes you read the listing description and photos before booking. Reports must be about factual failures — broken amenities, missing services, safety hazards, or policy violations.
Personal conflicts with the host that do not involve discrimination, threats, or property issues also typically do not result in action. If you and the host straightforward did not get along but the property was as described and safe, Airbnb is unlikely to refund you or penalize the host.
Frequently Asked Questions
Can I report a host after I have already checked out?
Yes, but you have a limited window. Airbnb typically allows reports up to 14 days after checkout. After that, the reservation disappears from your active list and you cannot open a case through the Resolution Center. If you discover a problem after 14 days, contact Airbnb support directly with your reservation number and explain why you are reporting late.
What if the host retaliates after I report them?
Airbnb prohibits hosts from retaliating against guests who file reports. If a host leaves you a negative review, threatens you, or cancels future reservations in retaliation, report that behavior separately. Document the retaliation with screenshots and include your original report number. Airbnb takes retaliation seriously and may remove the host's retaliatory review or suspend their account.
Will the host know I reported them?
The host will know a report was filed because Airbnb contacts them as part of the investigation. However, Airbnb does not tell the host your specific complaints or show them your evidence unless you choose to share it during the resolution process. You can communicate through the Resolution Center without revealing your identity directly.
What if Airbnb denies my report?
You can appeal the decision through the Resolution Center. Provide new evidence, clarify misunderstandings, or explain why you believe Airbnb's decision was incorrect. A different team reviews appeals, but there is no may provide of a different outcome. If Airbnb denies your appeal, you can pursue a chargeback through your credit card company if you believe you were charged for a service that was not delivered as promised.
Can I report a host for something that happened months ago?
Airbnb's Resolution Center only works for recent reservations. For issues from months ago, contact Airbnb support directly through the Help Center with your reservation number and a detailed explanation. Support can sometimes investigate old reports, but response is not may provide. The sooner you report, the more likely Airbnb is to take action.