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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:

  1. Contact your host: 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.
  2. Contact us: If you can’t reach your host, or they don’t respond, you can ask Airbnb for help. Make sure to photograph or document your issue as this will help us understand what you're experiencing.

You can also check our Guest Refund Policy for a complete explanation of our standards and refund requirements.


Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.