How to request a refund on Airbnb
You can request a refund through the Resolution Center in your Airbnb account if the stay did not go as promised. Airbnb's refund policy depends on which cancellation policy the host chose when they listed the property — some hosts offer full refunds if you cancel early, others offer none. If you cancel within the host's cancellation window, you get a refund automatically. If you cancel outside that window or the issue happened during your stay, you will need to open a case in the Resolution Center and explain why you believe a refund is warranted.
The process differs depending on whether you are cancelling before arrival or disputing something that happened during the stay. Both routes start in the same place: your Airbnb account, under Trips.
Key Takeaways
- Cancellations within the host's stated cancellation window result in automatic refunds; cancellations outside that window depend on the host's policy and may result in no refund.
- If you cancel outside the refund window or have a problem during your stay, open a case in the Resolution Center under your Trips section.
- Airbnb will ask you to communicate with the host first; if the host does not respond or refuses, Airbnb's support team will review your case.
- Refunds typically process within 5 to 7 business days after Airbnb approves your case, though the exact timing depends on your bank.
- If Airbnb denies your refund request, you can appeal the decision once by providing additional evidence or documentation.
Cancelling before your arrival date
Open your Airbnb account and go to Trips. Find the reservation you want to cancel and click on it. You will see a "Cancel reservation" button. Click it, and Airbnb will show you the cancellation policy the host selected and how much you will receive back based on when you cancel.
The refund amount depends on the host's policy. Airbnb offers hosts several options: Flexible (full refund up to 1 day before check-in), Moderate (full refund up to 5 days before check-in), Firm (full refund up to 10 days before check-in), and Strict (no refund if cancelled within 30 days of check-in). Some hosts also offer Non-refundable rates, which pay them a discount in exchange for no refund at all. When you click "Cancel reservation," Airbnb shows you exactly what you will receive back.
If you cancel within the refund window, the money goes back to your original payment method automatically. If you cancel outside the window, you will see "No refund" or a partial refund amount. At that point, you can still cancel, but you will not receive money back unless you open a case in the Resolution Center and the host or Airbnb agrees to make an exception.
Requesting a refund for problems during your stay
If you arrived at the property and found it did not match the listing — the listing said it had a kitchen but it does not, the bathroom was not clean, the bed was broken, or the host locked you out — you can request a refund through the Resolution Center. You must open the case while you are still within the checkout date or within 48 hours after checkout. Airbnb will not review cases opened more than 48 hours after you leave.
Go to Trips, click on the reservation, and look for "Report a problem" or "Get help with this reservation." Describe what was wrong: be specific about what the listing promised versus what you found. Include photos if you took them. Airbnb will send your report to the host and ask them to respond within 24 hours.
The host may offer you a partial refund, a different room, or a credit toward a future stay. If you accept their offer, the case closes. If you reject it or the host does not respond, Airbnb's support team will review the case and decide whether the property truly did not match the listing or the issue was minor enough that a refund is not warranted.
What happens after you open a case in the Resolution Center
Once you submit a case, Airbnb notifies the host. The host has 24 hours to respond. If the host offers a refund or partial refund, you can accept or decline. If you decline or the host does not respond, Airbnb escalates the case to its Resolution Team, which reviews the listing, your photos, your description, and any messages between you and the host.
Airbnb's team will decide whether the property materially failed to match the listing or the host violated Airbnb's policies. If they agree with you, they will issue a refund. If they believe the issue was minor or you did not give the host a fair chance to fix it, they may deny the case. The review usually takes 7 to 10 business days.
How long refunds take to appear in your account
Once Airbnb approves your refund, the money is sent back to your original payment method. The refund typically appears within 5 to 7 business days, though some banks take longer to process the deposit. If you paid with a credit card, the refund may show as a credit on your next statement rather than a deposit. If you paid with a debit card or bank transfer, the money goes back to that account.
If more than 10 business days have passed and you do not see the refund, log into your Airbnb account and check the Resolution Center case to confirm Airbnb marked it as refunded. If it shows as refunded but the money has not arrived, contact your bank — the delay is usually on their end, not Airbnb's.
When Airbnb denies your refund request
Airbnb may deny your case if they believe the property matched the listing, the issue was not serious enough to warrant a refund, or you did not give the host a reasonable chance to fix the problem. If your case is denied, you have one opportunity to appeal. Go back to the Resolution Center, find your closed case, and click "Appeal this decision."
In your appeal, provide any new evidence: additional photos, messages from the host admitting the problem, or documentation of expenses you incurred because of the issue (such as a hotel receipt if you had to leave). Explain clearly why you believe Airbnb's first decision was wrong. Airbnb will review the appeal, but they rarely overturn a denial without significant new evidence.
When to contact Airbnb support directly
If you cannot open a case in the Resolution Center because the button is not appearing, or if your case has been closed for more than 30 days and you believe it was decided incorrectly, contact Airbnb support through the Help Center. Go to your account, click Help, and select "Contact us." Airbnb will ask you to describe your issue and may direct you back to the Resolution Center or offer to reopen your case if there are unusual circumstances.
Airbnb support is slower than the Resolution Center — responses can take 48 hours or longer — but they can sometimes make exceptions for cases involving safety, discrimination, or significant property damage that was not the guest's fault.
Frequently Asked Questions
Can I get a refund if I cancel because I changed my mind?
Only if you cancel within the host's refund window. If the host chose a Flexible policy, you can cancel up to 1 day before check-in and receive a full refund. If they chose Strict or Non-refundable, you will not receive money back. Check the cancellation policy on the listing before you book.
What if the host agrees to give me a refund but then changes their mind?
If the host offered a refund through the Resolution Center and you accepted it, Airbnb will process it even if the host later tries to cancel. If the host offered a refund outside the Resolution Center (in a message), screenshot the conversation and open a case in the Resolution Center to document it.
How much of my refund will I get back if I cancel outside the refund window?
That depends on the host's policy. Strict policies typically refund the service fee but not the nightly rate. Non-refundable policies refund nothing. You can see the exact amount before you confirm the cancellation.
Can I request a refund weeks after my stay ended?
No. You must open a case in the Resolution Center within 48 hours of checkout. After that, Airbnb will not review new cases. If you have a legitimate reason for the delay, contact Airbnb support and explain, but they rarely make exceptions.
What if the property was unsafe or the host discriminated against me?
Contact Airbnb support when ready rather than using the Resolution Center. Safety and discrimination cases are handled differently and may result in a full refund plus removal of the listing. Go to the Help Center and select "Report a safety issue" or "Report discrimination."