A Guide To Airbnb's Resolution Centre

El Centro de resoluciones de Airbnb te permite solicitar o enviar dinero en relación con tu estancia en Airbnb. Para abrir una solicitud de reembolso o pago, accede a https://www.airbnb.com/resolutions

Si quieres reclamar la fianza, tendrás que enviar una solicitud al Centro de resoluciones en los 14 días posteriores a la salida del huésped o antes de que llegue el siguiente, lo que suceda antes.

El Centro de resoluciones de Airbnb te permite solicitar o enviar dinero en relación con tu estancia en Airbnb. Para abrir una solicitud de reembolso o pago, accede a https://www.airbnb.com/resolutions

Si quieres reclamar la fianza, tendrás que enviar una solicitud al Centro de resoluciones en los 14 días posteriores a la salida del huésped o antes de que llegue el siguiente, lo que suceda antes.

Top FAQs for the Resolution Centre

How to file a claim?

Step 1. Gather evidence of the damage. This may include photos, videos, estimates, and/or receipts.

Step 2. Notify the guest and Airbnb within 14 days of checkout or before your next guest checks in (whichever is earlier).

Contact the guest and Airbnb through the ​Resolution Center​, notifying them of the damages and requesting reimbursement. The guest will have 72 hours to respond to your request.

Note that you must contact the guest and Airbnb about the damages within 14 days of checkout or before your next guest checks in (whichever is earlier). While the Resolution Center is the preferred method of such notification, you may also satisfy this notice requirement by sending a message to the guest in the Airbnb app, clearly stating your intent to file a reimbursement request with Airbnb for damages caused by the guest.

Please note, the Guest’s check-in time refers to the actual check-in time stipulated on the listing and not the actual time the Guest shows up.

Deadline for a claim?

The requirement is, a Host must notify Airbnb as well as the responsible Guest 14 days of checkout or before the next guest checks in (whichever is earlier). Airbnb is flexible in terms of the type of communication received before the next guest checks in - and importantly all the supporting documentation does not need to be submitted in this timeframe.

Any one of the following would count as having provided notice to Airbnb and the Guest with the timeframe stipulated in the Host Guarantee terms of service:

  • Messaging the guest through the Resolution Center (RC) or;
  • Sending a message thread to the Guest (in app), notifying them of the damages and stating that they plan to file a claim in RC. Example: “Hi [Insert Guest Name], we have identified damages that occurred during your stay. Can you provide more information? I will be submitting a Resolution Center request so that we can mediate or request mediation from Airbnb. Thank you.”)
Documentation needed for a claim?

Depending on the damages, we’ll ask you for at least one of the following, so make sure to have them on hand when you’re submitting a request:

  • Photo/video of the damage
  • A receipt, screenshot or bank statement showing proof of ownership, original purchase price and age/condition
  • Proof of cost to repair/replace (e.g. invoice indicating cost of repair/replacement; find the value of the same or a similar item on Amazon/eBay search as proof)
  • In the very rare event of malicious damages or damages involving any kind of illegal activity, we may ask for a police report. We'll ask you to provide Airbnb with an official copy of the report, so please be sure to ask for a paper copy for your records

If you don’t have the original purchase receipt(s) for the property that was damaged. What should you do?

You may be able to provide proof of ownership with photos, videos, and/or credit card statements. These and other types of documentation, like estimates of the cost to repair or replace the damaged property, may also be required to establish any amounts payable to you for damage under the Host Guarantee.

What is covered/not covered by our Host Guarantee?

If a guest damages a host’s place or belongings during a stay and doesn’t reimburse them, hosts are protected with up to $1,000,000 USD property damage protection. This protection, known as Airbnb’s Host Guarantee​, automatically applies to hosts globally, from check-in to checkout.

Below is a summary of what the Host Guarantee does and does not cover:

Airbnb’s Host Guarantee protects:

  • Damage to the accommodation caused by guests
  • Damage to a host’s belongings caused by guests
  • Damage caused by a guest’s assistance animal

Airbnb’s Host Guarantee doesn’t protect:

  • Loss of cash and securities (Ex: savings bonds, stock certificates)
  • Certain types of property (e.g. jewellery, collectibles, and artwork) have limited or no protection
  • Damage from ordinary wear and tear
  • Costs associated with noise fines or extra guests
  • General household cleaning (Ex: vacuuming, window washing, smoke smell)
  • Bodily injury or property damage to guests or others (your legal responsibility for those may be covered under ​Host Protection Insurance
  • Pets (Ex: the injury to, or death of a pet in a listing would not be covered. However, the program will cover any property damage caused by a service/emotional support animal in a listing)
  • Personal liability
  • Shared or common areas

Please note, Airbnb’s Host Guarantee is not an insurance policy and not all property damage caused by a guest is within the Host Guarantee terms. If you want more protection, you’re encouraged to purchase personal insurance that will cover property damage not protected by the Host Guarantee.

Best practice for Security Deposits

If you require a security deposit and you want to collect it, you must first request reimbursement from the guest through the ​Resolution Center​. This must be done within 14 days of the guest’s checkout date or before the next guest checks in (whichever is earlier). Be prepared to describe what happened and provide evidence of the damage. Depending on the value of what was damaged, the amount you request may or may not be the same as the security deposit. If the guest declines to pay, follow the prompts in the Resolution Center to request reimbursement under Airbnb’s Host Guarantee. You must submit your request to Airbnb within 30 days of the date of the incident.

Keep in mind that even if you required a security deposit, no authorisation hold was placed. Your guest will only be charged if they accept your reimbursement request through the Resolution Center. ​Learn more about how Airbnb handles security deposits here.