How to Get a Refund on Airbnb: A Comprehensive Guide

Traveling can be a rollercoaster of emotions, and sometimes things don't go as planned. If you find yourself in a situation where you need to cancel your Airbnb reservation, understanding the step-by-step process for getting a refund is crucial. Here, we will walk you through the various scenarios and steps, from requesting a refund before and during your stay to after the stay, to ensure you get the most out of your experience.

Requesting a Refund Before a Stay

If you need to cancel a reservation that has already been accepted, the amount and speed of your refund will depend on the host's cancellation policy on the listing. Follow these steps to initiate a refund before your stay:

Step 1: Review the Host's Cancellation Policy

Scroll down to the host's cancellation policy on the listing. This is your first port of call to understand the terms and conditions. If the cancellation period has passed, or if you need to cancel due to unforeseen circumstances (such as a serious illness or a pandemic), contact Airbnb directly by phone using the following numbers:

US: 1-855-424-7262 Elsewhere outside the US: 1-415-800-5959

Step 2: Access the Airbnb Website or App

Navigate to the Airbnb website or app. The homepage typically features a variety of navigation options; look for Trips at the top of the website and at the bottom of the app.

Step 3: Locate and Select Your Reservation

From the Trips section, select the reservation you want to cancel. This is where your trip details and booking information are stored.

Step 4: Cancel the Reservation

Scroll down and select Cancel Reservation at the bottom of the reservation details. This is a crucial step in initiating your refund process.

Step 5: Submit Your Cancellation Request

Follow the on-screen instructions to submit your cancellation. After your cancellation is complete, Airbnb will process the refund based on the host's cancellation policy. Refunds typically appear in your bank account within 7 days, though this may vary.

Step 6: Requesting a Bigger Refund (Optional)

For issues with the host or listing, you can request a bigger refund using the Resolution Center. Follow these steps:

Visit the Airbnb website Sign in if prompted. Use the Message function to contact the resolution center. Follow the on-screen instructions to request a refund. If you and the host cannot agree within 72 hours, Airbnb will provide mediation options to resolve the issue.

Requesting a Refund During a Stay

If you notice a problem during your stay, Airbnb requires you to try resolving the issue with the host first. Here are the steps:

Step 1: Check-in and Report Problems

Within 24 hours of check-in, if you encounter problems, report them to the host. Document your experience and take photos if necessary, as Airbnb may request photographic proof.

Step 2: Contact Customer Support

If the host is unresponsive, call customer support at 1-855-424-7262 (US) or 1-415-800-5959 (outside the US). The customer service team is available 24/7. They will provide you with a refund or help you find another accommodation if you are experiencing any of the following issues:

The host has not provided reasonable access to the booked location. The unit was misrepresented in the listing. The unit has not been cleaned from a previous guest or tenant. There is an animal in the unit that was not disclosed. The unit is unsafe.

Requesting a Refund After a Stay

To request a partial refund after your stay, follow these steps:

Step 1: Sign in to Airbnb

Visit the Airbnb website and sign in if you are not already logged in.

Step 2: Request Money

Click on Request money. You can request a refund up to 60 days after your checkout date.

Step 3: Select the Reservation

If you booked multiple stays with the same host, select the host and the dates of the reservation.

Step 4: Choose a Reason for the Refund

Select a reason for your refund request. You can explain your request on the next screen.

Step 5: Process the Request

Enter the amount you are requesting and your reason for the request. Your host will be notified of your request. They may respond and ask for more details. Continue to negotiate until the issue is resolved. If the issue remains unresolved within 72 hours, Airbnb will provide both you and the host with mediation tools to help resolve the issue.

By following these steps, you can ensure that you receive the appropriate refund for your Airbnb stay, making your experience as stress-free and pleasant as possible.