What should I do if something's missing or not as expected when I check in?
If you notice that something is missing, not working, or otherwise not what you expected when you check in, you can take the following steps:
- Contact your host: We recommend that you send a message to your host via Airbnb and not another platform. If you give your host the chance to fix an issue, this is the fastest way to make sure you get what you need. You can then continue with your reservation as planned. Find out how you can contact your host.
- Contact us: If you can’t reach your host, or they don’t respond, you can ask Airbnb for help. Make sure to document your issue by taking a photograph or a video recording (or both), as this will help us understand more about the situation.
You can also check our Guest Refund Policy for a complete explanation of our standards and refund requirements.
If you cancel your reservation, your refund amount is determined by your host’s cancellation policy. Find out more.
Note: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.