What should I do if something's missing or not as expected when I check in?
Contact your host: If you notice that something is missing, not working, or otherwise not what you expected when you check in, contact your host. Giving them the chance to fix an issue is the fastest way to make sure you get what you need, and can continue on with your reservation as planned. If you can’t reach your host, or they don’t respond, you can request a refund.
Within 24 hours of check-in
If it’s within 24 hours of check-in, check our Guest Refund Policy to see if the issue you’re experiencing qualifies for a refund. If it does, you’ll need to message your host through Airbnb to notify them of the issue, take photos to document the issue, then contact Airbnb. You can see a complete explanation of coverage in our Guest Refund Policy.
More than 24 hours after check-in
You can use our Resolution Center to request a refund from your host.
If you and your host have trouble reaching an agreement, you'll be able to ask Airbnb for help.
- Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.