How to request a refund on Airbnb
You can request a refund through the Airbnb app or website by going to your booking, selecting "Get help with this reservation," and choosing the reason your stay did not work out. Airbnb will then show you what refund policy applies to that booking — the host's cancellation policy, Airbnb's extenuating circumstances policy, or a combination of both. The amount you receive depends on when you cancel and what the host agreed to when they listed the property. Most refunds process within 5 to 10 business days after approval.
The key is understanding that Airbnb has three separate paths to a refund, and which one applies to you depends on your situation and timing. A cancellation you make yourself follows the host's policy. A cancellation due to something beyond your control — illness, travel ban, natural disaster — may may have access to under Airbnb's extenuating circumstances policy even if the host's policy would normally deny it. And if the listing or host's actions violated Airbnb's rules, you may be refunded in full regardless of the cancellation policy.
Key Takeaways
- Start a refund request by opening your booking in the Airbnb app or website, tapping "Get help with this reservation," and selecting your reason.
- The refund amount depends on the host's cancellation policy and when you cancel — flexible policies refund more than strict ones, and earlier cancellations refund more than late ones.
- Airbnb's extenuating circumstances policy may override the host's cancellation policy if your cancellation was caused by illness, travel restrictions, natural disaster, or death in your family.
- If the host's listing was inaccurate, the property was unsafe, or the host violated house rules, you may receive a full refund even under a strict cancellation policy.
- Refunds typically appear in your original payment method within 5 to 10 business days after Airbnb approves your request.
Understanding the host's cancellation policy
Every Airbnb listing has a cancellation policy set by the host. There are four standard options: flexible, moderate, strict, and super strict. 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 5 or more days before check-in, but keeps a portion if you cancel closer to the date. A strict policy keeps 50 percent of your payment no matter when you cancel before check-in. A super strict policy keeps 50 percent even if you cancel more than 30 days in advance.
When you open your booking and request a refund, Airbnb will show you exactly how much you would receive under the host's policy based on today's date and your check-in date. If you cancel well in advance, you may receive most or all of your money back. If you cancel close to your check-in date, the host's policy may allow them to keep a large portion. This is the baseline — the amount you are may have access to to under the agreement the host made when they listed the property.
When Airbnb's extenuating circumstances policy applies
Airbnb has a separate policy that overrides the host's cancellation policy in certain situations. If you are canceling because of a serious event beyond your control, you may receive a refund even if the host's policy would normally deny it. These situations include: you or a traveling companion has a serious illness or injury, a family member dies, you are prevented from traveling by a government travel ban or restriction, a natural disaster affects your home or destination, or you experience a death in your when ready family.
To use this policy, you must provide documentation. For illness, Airbnb asks for a doctor's note or hospital record. For a travel ban, a government website or news article showing the restriction. For a death, a death certificate or obituary. For a natural disaster, news coverage or an official declaration. Airbnb reviews these documents and decides whether your situation qualifies. If it does, they will refund you according to their extenuating circumstances policy, which is usually more generous than the host's cancellation policy.
This policy exists because Airbnb recognizes that some cancellations are not the guest's fault. However, the policy has limits. You must request the refund within 30 days of your check-in date, and Airbnb's decision is final — you cannot appeal it. If you think you have grounds for an extenuating circumstances refund, submit your request and documentation as soon as possible.
Refunds for inaccurate listings or host violations
If you arrive at the property and it does not match the listing — missing amenities, fewer bedrooms than advertised, broken appliances, or unsafe conditions — you may be refunded in full. The same applies if the host violates Airbnb's house rules: they refuse to let you check in, they enter the property without permission, they are abusive, or they ask you to pay extra fees not disclosed in the listing.
To request this type of refund, open your booking and select "Get help with this reservation." Choose the option that best describes the problem: "The listing was not as described," "The host violated house rules," or "The property is unsafe or unclean." Airbnb will ask you to describe the issue and provide photos or other evidence. Take clear pictures of the problem areas and note the time and date. If you are still at the property, Airbnb may ask you to contact the host first to give them a chance to fix it. If the host cannot or will not fix it, or if the problem is serious, Airbnb may refund you in full and let you rebook elsewhere.
How to submit your refund request
Open the Airbnb app or go to airbnb.com and sign in. Find the booking you want a refund for under "Trips" (on the app) or "Reservations" (on the website). Tap or click on the reservation. Scroll down and select "Get help with this reservation." Airbnb will show you a list of reasons: "I need to cancel," "The listing was not as described," "The host violated house rules," "The property is unsafe or unclean," or "Something else." Choose the reason that fits your situation.
After you select a reason, Airbnb will ask follow-up questions. For a cancellation, it will show you the refund amount under the host's policy and ask if you want to proceed. For a listing or host issue, it will ask you to describe the problem and upload photos. For an extenuating circumstance, it will ask you to select which type (illness, travel ban, death, natural disaster) and upload supporting documents. Answer all questions clearly and honestly. Airbnb uses your answers to decide whether to approve your request.
Once you submit, Airbnb will send you a confirmation email. You can track the status of your request by opening the booking again and looking for a "Resolution Center" or "Help" section. Airbnb typically reviews requests within a few days, though complex cases may take longer. You will receive an email when a decision is made.
What happens after Airbnb approves your refund
When Airbnb approves your refund, the money goes back to your original payment method. If you paid with a credit card, the refund appears on your card statement within 5 to 10 business days. If you paid with a debit card, it may take slightly longer. If you paid with PayPal or another third-party service, the refund goes to that account first, and you may need to transfer it to your bank.
Airbnb will send you an email confirming the refund amount and the expected arrival date. Keep this email for your records. If the refund does not arrive within the timeframe Airbnb stated, contact Airbnb support again and provide the confirmation email. Do not contact your bank or credit card company to dispute the charge unless Airbnb has not refunded you after 15 business days — disputing the charge can complicate the refund process.
If Airbnb denies your refund request, you will receive an email explaining why. You can reply to that email to provide additional information or ask for clarification, but Airbnb's decision is usually final. If you believe the decision was wrong, you can contact Airbnb support through the app or website, but be aware that most appeals do not result in a different outcome.
Refunds for Airbnb credit and service fees
When Airbnb refunds your booking, they refund the nightly rate and any fees you paid to the host. However, Airbnb's service fee — the percentage Airbnb charges on top of the nightly rate — is usually not refunded. This fee covers Airbnb's payment processing, customer support, and platform maintenance. The host's service fee is also typically non-refundable.
There are exceptions. If Airbnb refunds you in full due to a listing inaccuracy, host violation, or safety issue, they will often refund the service fee as well. If you cancel under the host's cancellation policy, the service fee is usually kept. Check the refund confirmation email to see exactly what is being refunded — it will break down the nightly rate, taxes, and fees separately.
Frequently Asked Questions
Can I get a refund if I cancel the day before check-in?
It depends on the host's cancellation policy. If the policy is flexible, you can cancel up to one day before check-in and receive a full refund. If the policy is moderate, strict, or super strict, you will lose a portion or all of your payment. Check the policy details on the listing before you book to know what you are agreeing to.
What counts as an extenuating circumstance?
Airbnb recognizes serious illness or injury, death in your family, government travel bans, natural disasters, and a few other situations beyond your control. You must provide documentation like a doctor's note, death certificate, or government travel advisory. Minor inconveniences like a work conflict or change of plans do not may have access to.
How long does it take to get a refund?
Airbnb usually makes a decision on your refund request within a few days. Once approved, the money appears in your original payment method within 5 to 10 business days. Complex cases or those requiring documentation review may take longer.
What if the host refuses to accept my cancellation?
The host cannot refuse a cancellation. You can cancel any booking through Airbnb at any time. The host's cancellation policy determines how much money you receive back, but they cannot force you to stay. If the host threatens you or refuses to process a legitimate refund, contact Airbnb support.
Can I get a refund if I just changed my mind?
Only if the host's cancellation policy allows it. If the policy is flexible and you cancel before the important date, you will receive a refund. If the policy is strict or super strict, you will lose money. Airbnb's extenuating circumstances policy does not cover changes of mind — only serious events beyond your control.