The Resolution Center is in your account settings under "Help"
The Resolution Center is not a separate page you navigate to directly. Instead, you reach it through your Airbnb account menu. Log in to Airbnb on a computer or phone, click your profile icon in the top right corner, select "Help," and then look for "Resolution Center" in the menu that appears. On the mobile app, the same path applies: profile icon, then "Help," then "Resolution Center."
Once you open the Resolution Center, you will see a list of your past and current reservations. From there, you can start a new case about a specific booking or view cases you have already opened. The Resolution Center handles disputes between you and a host or guest—things like damage claims, refund disagreements, or issues with how a stay went.
If you cannot find the Resolution Center through your profile menu, you can also reach it by going to the main Help page on Airbnb's website, scrolling down, and looking for a link labeled "Resolution Center" or "Contact us about a reservation." The exact wording changes sometimes, but the function stays the same.
Key Takeaways
- The Resolution Center is accessed through your profile icon, then "Help," then "Resolution Center"—it is not a standalone page.
- You use the Resolution Center to open a case about a specific reservation when there is a disagreement with a host or guest.
- The Resolution Center shows all your past reservations so you can choose which booking your case relates to.
- You can view the status of cases you have already opened and add messages or documents to support your position.
- If Airbnb cannot resolve your case, you may be offered mediation or arbitration through a third party.
What kinds of issues the Resolution Center handles
The Resolution Center is designed for disputes that happen after a reservation is booked or completed. Common reasons to open a case include: a host cancels your reservation and you want a refund, a guest damages your property and the host wants compensation, a stay does not match the listing description, a host or guest violates house rules, or money was charged that you believe was incorrect.
The Resolution Center does not handle booking problems that happen before you arrive—for example, if you cannot complete your payment or if Airbnb's website crashes during checkout. Those issues go through the regular Help menu instead. Similarly, if you need to cancel a reservation before the host has a chance to respond, you do that through the booking itself, not through Resolution Center.
If your issue involves safety, harassment, or discrimination, Airbnb has separate reporting channels. You should report those directly through the "Safety" or "Report" options in your account, not through Resolution Center, because they are handled by a different team with more authority to take action.
How to open a case in the Resolution Center
Once you are in the Resolution Center, click on the reservation you want to open a case about. You will see a button or link that says something like "Open a case" or "Report an issue." Click it, and Airbnb will ask you to choose a category that describes your problem—for example, "Host cancelled," "Refund request," "Damage," or "Listing accuracy."
After you pick a category, you will write a description of what happened. Be specific: include dates, what went wrong, and what outcome you are looking for. Airbnb's system may suggest solutions or next steps based on your category. For example, if you say the listing did not match the photos, it might offer you a partial refund right away, or it might ask you to provide photos of your own as evidence.
You can attach photos, screenshots, messages, or other documents to your case. If you have a text exchange with the host or guest that proves your point, include it. Airbnb reviews the documents you submit and uses them to decide whether to side with you or the other party.
What happens after you open a case
Airbnb sends a notification to the other party—the host if you are a guest, or the guest if you are a host—telling them a case has been opened. They have a set amount of time (usually a few days) to respond with their side of the story. During this time, you can both exchange messages and add more evidence.
Airbnb's support team reviews everything you and the other party submit. They look at the messages, photos, the listing description, Airbnb's policies, and the terms you both agreed to when you booked. Then they make a decision and notify both of you. This process usually takes one to two weeks, though it can be faster or slower depending on how complex the case is.
If Airbnb decides in your favor, they will process a refund, charge the other party, or take whatever action they determine is fair. If they decide against you, you can sometimes appeal or request mediation through a third-party service. Airbnb will explain your options in their decision letter.
When to use Resolution Center versus other help options
Use the Resolution Center when there is a disagreement about money or a specific reservation. Do not use it for general questions about how Airbnb works, account problems, or payment issues unrelated to a booking dispute. Those belong in the regular Help section.
If you need to cancel a reservation quickly, do that through the booking page itself before opening a case. If you want to report a safety concern or harassment, use the Safety or Report option instead of Resolution Center. If your issue is with Airbnb's website or app—for example, a feature is not working—go to the Help menu and describe the technical problem.
The Resolution Center is specifically for conflicts between you and another user. If your problem is with Airbnb's service or a technical glitch, the regular Help channels are faster and more appropriate.
Tips for a stronger case
Document everything before you open a case. Take screenshots of the listing as it appeared when you booked, save any messages between you and the other party, and photograph any damage or discrepancies. The more evidence you have, the easier it is for Airbnb to make a decision in your favor.
Write your case description clearly and stick to facts. Do not insult the other party or make accusations you cannot back up. Airbnb's team reads hundreds of cases, and they respond better to calm, detailed explanations than to angry ones. Explain what happened, when it happened, and what you believe is fair compensation.
If the other party responds to your case, read their message carefully and respond to specific points they raise. If they claim something that is not true, politely correct it and provide evidence. Airbnb weighs both sides, so showing that you engaged honestly with the process helps your credibility.
What to do if you cannot reach the Resolution Center
If the Resolution Center link does not appear in your Help menu, it may be because you do not have any reservations yet, or because your account is new. The Resolution Center only shows up once you have at least one booking history. If you have booked before and still cannot find it, try logging out and logging back in, or try a different browser or device.
If you are still stuck, go to the main Help page, scroll to the bottom, and look for a "Contact us" button. From there, you can describe your issue and Airbnb's support team can direct you to the right tool or open a case on your behalf. This is slower than using Resolution Center directly, but it works if the normal path is not available to you.
Frequently Asked Questions
Can I open a Resolution Center case before my stay is over?
Yes. If something is wrong during your stay—the listing does not match the photos, the host is not responding to a maintenance issue—you can open a case while you are still there. This can sometimes lead to faster resolution because Airbnb can contact the host when ready.
How long does a Resolution Center case usually take?
Most cases are resolved within one to two weeks. straightforward cases with clear evidence may be faster. Complex disputes or cases where both parties disagree strongly can take longer. Airbnb will tell you an estimated timeline when you open your case.
What if the other party does not respond to my case?
Airbnb does not wait forever for a response. If the other party does not reply within the time frame Airbnb gives them, Airbnb will make a decision based on the information you provided. This often works in your favor if you have strong evidence and they do not respond.
Can I appeal an Airbnb Resolution Center decision?
Yes, you can usually request a review or appeal. Airbnb will explain your options in the decision letter they send you. Some cases go to mediation or arbitration through a third party if both sides disagree with Airbnb's ruling.
Is the Resolution Center the same as Airbnb customer service?
No. Customer service handles general questions and account issues. The Resolution Center is specifically for disputes between you and another user about a reservation. If you need general help, use the Help menu instead.