How to request a refund from Airbnb
You can request a refund through the Resolution Center in your Airbnb account within 30 days of your checkout date. The process depends on why you want the refund: if the listing didn't match the description or the host cancelled, Airbnb may refund you automatically. If you had a personal reason for cancelling, your refund depends on the cancellation policy you agreed to when you booked. You'll need to open a case, describe the issue, and provide photos or messages as evidence if the problem was with the property or the host's conduct.
The 30-day window starts the day you check out, not the day you book. If you discover a problem after that window closes, you cannot open a case in the Resolution Center. Your only remaining option is a chargeback through your credit card or payment service, though your bank may deny it if too much time has passed.
Key Takeaways
- You have 30 days from checkout to request a refund through the Resolution Center, which you access from your Airbnb account under "Trips."
- Refunds for cancellations follow the cancellation policy attached to your booking — flexible, moderate, strict, or non-refundable — not Airbnb's judgment of fairness.
- If the listing didn't match photos or description, the host cancelled, or there was a safety issue, you may receive a full refund even outside the cancellation policy.
- Provide specific details, dates, and photos when you open a case; vague complaints are harder for Airbnb to resolve in your favor.
- If Airbnb denies your case, you can appeal once; after that, your only option is a chargeback through your credit card or payment method.
Where to find the Resolution Center
Log into your Airbnb account on a computer or the mobile app. On a computer, click your profile icon in the top right, then select "Trips." Find the booking you want a refund for and click "Resolution Center" — this button only appears if you've already checked out. On the mobile app, tap the profile icon at the bottom, go to "Trips," find your booking, and tap "Get help with this reservation."
The Resolution Center is where Airbnb handles all refund requests, disputes, and damage claims. You cannot request a refund by emailing Airbnb directly or calling a phone number; the system requires you to open a case in the Resolution Center so there is a record of your claim and Airbnb's response. This record protects both you and the host by creating a documented trail.
Refunds based on cancellation policy
When you booked, you saw a cancellation policy — flexible, moderate, strict, or non-refundable. That policy controls what you get back if you cancel for personal reasons. A flexible policy typically refunds your full payment if you cancel up to one day before check-in. A moderate policy refunds most of your payment if you cancel up to five days before check-in. A strict policy refunds only a portion if you cancel more than 30 days before check-in. A non-refundable policy refunds nothing.
These policies are set by the host, not by Airbnb, and Airbnb enforces them as written. If you booked under a strict policy and cancelled two days before check-in, Airbnb will not refund you because the policy does not require it. You can request a refund anyway, but Airbnb will likely deny it unless you have a reason outside the cancellation policy — such as a host cancellation, a safety issue, or a listing that did not match the description.
Refunds for host cancellations and listing problems
If the host cancelled on you, Airbnb refunds your full payment automatically and may offer you a credit toward a future booking. If the listing photos, description, or amenities did not match what you found when you arrived — for example, the kitchen was not there, the bed was broken, or the bathroom was filthy — you can request a refund in the Resolution Center. Take photos of the problem and describe exactly what was missing or wrong. Include the dates you stayed and the specific amenities that were not as advertised.
Airbnb also refunds you if there was a safety issue: the lock was broken, the host entered without permission, there were bed bugs or pests, or the neighborhood was unsafe due to something the host could have prevented. Document these issues with photos and dates. If you left early because of the problem, mention that in your case. Airbnb is more likely to refund you if you reported the issue to the host during your stay and they did not fix it.
How to open a refund case
In the Resolution Center, click "Request a refund" or "Report a problem." Select the reason from the dropdown menu: "Host cancelled," "Listing doesn't match description," "Safety concern," or "Other." Describe what happened in the text box — be specific about dates, what was wrong, and what you expected. If the issue was with the property, upload photos. If the host sent you a message about the problem, include a screenshot of that message.
Airbnb will ask you what resolution you want. You can request a full refund, a partial refund, or a credit toward a future booking. Choose what you think is fair based on what went wrong. If you stayed three nights and the shower did not work for two of them, a 50 percent refund is reasonable. If the entire listing was unsafe and you left after one night, a full refund is reasonable. Airbnb uses your request as a starting point, not a final answer.
What happens after you submit a case
Airbnb sends your case to the host, who has 48 hours to respond. The host may offer you a refund, a credit, or a counter-offer. You can accept, reject, or make another offer. If you and the host agree, the case closes and you get your refund or credit. If you do not agree within a set time, Airbnb's resolution team reviews the case and makes a decision.
Airbnb's decision is based on the cancellation policy, the evidence you provided, and the host's response. You will receive an email with the outcome and the reason. If Airbnb refunds you, the money goes back to your original payment method within 5 to 10 business days. If Airbnb denies your case, you can appeal once by submitting new evidence or a written explanation. After that, Airbnb's decision is final.
What to do if Airbnb denies your refund
If Airbnb denies your case and you believe the decision is wrong, you can appeal. Go back to the Resolution Center, find your closed case, and click "Appeal." Explain why you disagree with Airbnb's decision and provide any new evidence — additional photos, messages from the host, or documentation of the problem. Airbnb will review your appeal and send a final decision. This is your final note to resolve the issue with Airbnb.
If Airbnb denies your appeal, your next option is a chargeback through your credit card company, debit card issuer, or payment service (PayPal, Google Pay, Apple Pay). Contact your bank or payment provider and explain that Airbnb did not refund you for a service that did not match the description or was cancelled. Provide your case number and the evidence you submitted to Airbnb. The bank will investigate and may refund you, but this process takes 30 to 90 days and may damage your relationship with Airbnb.
Frequently Asked Questions
Can I request a refund after 30 days?
No. Airbnb's 30-day window is firm. If you discover a problem after 30 days, you cannot open a case in the Resolution Center. Your only option is a chargeback through your payment method, though your bank may deny it if too much time has passed.
What if the host won't respond to my case?
Airbnb gives the host 48 hours to respond. If they do not, Airbnb's resolution team will review your case based on the evidence you provided and the host's silence. A host who ignores a case often loses, especially if you have photos or messages supporting your claim.
Do I have to accept the host's counter-offer?
No. If the host offers a partial refund or credit and you want more, you can reject it and let Airbnb decide. Airbnb may give you more, less, or the same amount as the host offered. There is no penalty for rejecting an offer.
Will requesting a refund get me banned from Airbnb?
No. Requesting a refund for a legitimate reason — a listing that did not match, a host cancellation, or a safety issue — is normal and will not affect your account. Airbnb bans users for fraud, not for using the refund process.
Can I request a refund if I just changed my mind about the trip?
Only if your cancellation policy allows it. If you booked under a strict or non-refundable policy and cancelled for personal reasons, Airbnb will deny your refund request. You would need a reason outside the policy — such as a host cancellation or a listing problem — to override it.